Amazing Business Radio

How Companies Can Balance Automation, Human Support, and Customer Experience Shep interviews Jay Lee, Chief Marketing and Growth Officer at Five9. He talks about how AI is changing customer service and how businesses can balance automation with empathy to improve customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   Will AI replace...

Why Customer Feedback, Trust, and Human Decision-Making Matter More than Ever Shep interviews Rachel Orston, Chief Customer Officer at Instructure. She talks about how human judgment and transparent feedback loops are competitive advantages in an AI-driven world. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How do companies build trust through...

Turn Every Customer Interaction into a Longterm Relationship  Shep interviews Jeff Helfgott, CEO of Boardroom Salon for Men. He talks about how businesses can transform customer transactions into long-term loyalty, drive recurring revenue, and elevate the customer experience.  This episode of Amazing Business Radio with Shep Hyken  answers the following questions and more:    How ca...

Six Essential Realities for Winning Lifelong Customers  Shep interviews Ed Howie, Founder & CEO of Lifelong Customers®. He shares how to keep customers coming back for life by training frontline employees to deliver consistent service and building a simple system focused on retention instead of acquisition.  This episode of Amazing Business Radio with Shep Hyken answers the following que...

How Customer Experience (CX), Not Technology, Should Drive Business Strategy    Shep interviews Clifford Hudson, the former CEO of Sonic and co-author of Bricks and Clicks: How We Drove Sonic Into the Digital Age. He talks about how business leaders must let customer needs and convenience drive their strategy rather than technology.    This episode of Amazing Business Radio with Shep Hyk...

Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering best-in-class customer experience by hiring for empathy, leveraging technology, and embracing authentic customer service as a strategy. This episode of Amazing Business Radio with Shep Hyken answers the following...

Creating the Emotional Resonance that Connects Customers and Brands Shep interviews Bob Rogers, a former Disney employee, founder of BRC Imagination Arts and author of DEEP STORY™. He talks about how businesses can build lasting customer relationships by starting with the heart, using storytelling to create emotional connections, and transforming customers’...

How to Improve Performance with Gamification and Feedback Shep interviews Jimmy Chebat, founder and CEO of ZIZO Technologies. He talks about how employee engagement and retention can be intentionally designed and improved through positive feedback, gamification, and purposeful organizational design.  This episode of Amazing Business Radio with Shep Hyken answers the following questions a...

How AI and Behavioral Science Are Transforming Customer Experience    Shep interviews Roger Dooley, keynote speaker and author of The Persuasion Engine. He talks about how AI and neuromarketing tools help businesses predict consumer behavior, measure emotional reactions, and avoid costly customer experience mistakes.     This episode of Amazing Business Radio with Shep Hyken answers the...

How Consistent Values Drive Unforgettable Service   Shep interviews Cheryl Christensen, Sr. Vice President of Operations at Gathering Place. She talks about her journey from frontline roles to leadership at Disney and the impact of culture, service, and growth opportunities.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   &n...

How Values Drive Company Culture and Customer Satisfaction    Shep interviews Paul Ingram, Kravis Professor of Business at Columbia Business School and author of What Do You Really Stand For?. He discusses how aligned organizational values create a stronger company culture, improves employee retention, and ultimately enhances the customer experience.    This episode of Amazing Business R...

Leveraging AI Efficiency and Human Insight  Shep interviews Filip Jaskólski, Chief Product Officer at Text. He talks about how customer service, empowered by AI and human collaboration, can shift from being a cost center to a revenue generator for businesses.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can customer se...

Balancing Productivity and Customer Satisfaction with Automation  Shep interviews Jeff Fettes, founder and CEO of Laivly. He talks about how organizations can integrate AI across the entire customer service journey to empower agents and advance business goals rather than relying on vanity metrics.  This episode of Amazing Business Radio with Shep Hyken answers the following que...

The Return on Investment of Good Customer Reviews  Shep interviews Daniel Vivarelli, founder of Starloop. He talks about how customer reviews build business reputations and Starloop’s unique model of planting a tree for every review to drive ethical engagement and market leadership.  This episode of Amazing Business Radio with Shep Hyken answers the followin...

Building Employee Engagement for Better Customer Outcomes    Shep interviews Mark Valentino, Head of Business Banking at Citizens Bank. He talks about engaging and retaining the new generation of employees by creating a workplace culture that prioritizes meaning, flexibility, and personal growth. Shep has often written that what happens inside of an organization...

Using AI to Enhance, Not Replace, Customer Relationships with Natalie Beckerman  Balancing AI Efficiency and Humanity in Customer Service  Shep interviews Natalie Beckerman, Chief Business Officer at iQor Inc. and author of When Did You Stop Caring? She talks about why organizations need to balance efficiency and humanity in customer service.  This episode of Amazing Business Radio with Shep Hyken a...

How Consistency and Convenience Create Loyal Customers  Shep interviews Greg Tucker, CEO, Tucker & Company, and author of Frictionless Brand Experience. He discusses the sources of friction that hinder the delivery of a brand promise and strategies for identifying and eliminating them.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the...

How Unconscious Experiences Shape Customer Loyalty  Shep interviews Lou Carbone, Founder and CEO (Chief Experience Officer) of Experience Engineering®, Inc. He talks about how emotionally resonant experiences create customer loyalty and distinctive brand value.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does emotional impact influence c...

Creating Future-Focused Customer Interactions  Shep interviews Zee Hussain, Head of Global Enterprise Solutions at AT&T Business. He talks about how businesses can elevate customer experiences by anticipating future needs, leveraging industry expertise, and becoming their trusted partner.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   What does...

Building Customer Loyalty Through Experience and Community  Shep interviews Sujay Saha, founder and CEO of Cortico-X. He talks about how aligning customer experience with pricing and expectations drives value.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is return on experience (ROX) and how can businesses measure it?  How can businesses...

How a Unified Communication System Empowers Employees and Delights Customers  Shep interviews Damon Covey, General Manager of Unified Communications and Collaboration at GoTo. He talks about the importance of tailored, unified communication systems that reduce friction for both employees and customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more...

Listening, Learning, and Problem-Solving with Empathy  Shep interviews Rob Jolles, keynote speaker, five-time bestselling author, and host of The Presentation Whisperer Show. He talks about the importance of authentic communication, empathy, and intent in delivering exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  ...

Using Customer Feedback to Understand and Delight Customers  Shep interviews Natalie Jackson, founder of Crescent Consultancy. She talks about leveraging customer and employee feedback to deliver exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the "listening gap" in customer experience?  How can business...

AI-Powered, Human-Centric Customer Experiences  Shep interviews Aaron Cannon, co-founder and CEO of Outset. He talks about how AI-moderated research moves beyond traditional surveys to deliver relevant, nuanced customer feedback and customer-centric experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI-moderated research intervi...

Trust, Proactivity, and AI in Customer Service  Shep interviews John Kim, CEO of Delight.ai. He talks about moving beyond simple automation to create personalized, proactive interactions that build trust and delight customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming customer experience across different industries? ...