Amazing Business Radio

What's Next in AI, Self-Service, and Customer Service?  Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and m...

Customer Care's Evolution From Cost Center to Profit Center  Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first.  This episode of Amazing Business Radio with Shep Hyken an...

Meeting Customers Where They Want  Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has text messaging evolved as a preferred channel for customer communic...

Handling Mistakes and Exceeding Customer Expectations  Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry.  This episode of Amazing...

Customer Experience as the Ultimate Global Differentiator  Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions.  This episode of Amazing Business Radio with Shep Hyken answers the following...

How Samsung Turns Customer Service Calls into Opportunities for Customer Delight  Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience.   This episode of Amazing Business Radio...

Navigating Multiple Customer Segments, Needs, and Expectations  Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.   This episode of Amazing Bus...

How Positive Leadership Transforms Workplace Culture and Elevates Customer Experience  Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences. ...

Maintaining Consistent Customer Service Standards Across Every Location  Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can business...

Building Trust with AI in Customer Support  Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations.  This episode of Amazing Business Radio with Shep Hyken answers the fo...

When Technological Innovation Meets Human-Centered Experience   Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses thro...

Turning Customer and Employee Feedback into a Strategy for Success  Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence.  This episode of Amazing Business Radio with Shep Hyken answers the follow...

Empowering Employees to Meet Customer Expectations  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a 'wow moment' in customer interactions?  How can organizations operationalize positive customer feedback?  How can an organization create a workplace culture focused on providing an amazing customer experience?  Why is it important for emp...

The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience  Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.  This episode of Amazing Business Radio with Shep Hyken answers the following q...

The Four Pillars of a Known and Trusted Brand  Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors.   This episode of Amazing Business Radio with Shep Hyken answers the following quest...

Building Emotional Connections and Customer Loyalty  Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service.   This episode of Amazin...

Designing Effortless Customer Experiences  Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences.  This episode of Amazing Business Radio wit...

How to Overcome Mediocrity in Business and Customer Service  Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation. ...

How AI Can Make Customer Service Seamless and Effortless  Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses enhance their cus...

How Investing in the Right Technology Can Transform Customer Experience  Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services.  This episode of Amazing Business Radi...

How Customer Complaints Impact Loyalty and Retention  Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase reve...

Using Artificial Intelligence to Analyze and Activate a Better CX  Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful...

Building Heart-Centered Customer Relationships  Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the biggest enemy of good customer service?  How c...

Future-Proofing Your Business Through AI Integration  Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI's impact on customer experience, service delivery, and productivity.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can A...

Prioritizing Customer Retention over Acquisition  Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following...