Amazing Business Radio

Why Great Service Must Come Before Customer Rewards  Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand.  This episode of Amazing Business Radio with Shep Hyken an...

Strengthening Business Partnerships Using the Triple Fit Strategy  Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth.  This epis...

How Storytelling Transforms Guest Experience  Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is hospitality m...

Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization  Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every ty...

How to Use Customer Feedback to Transform Your Business   Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation.  This episode of Amazing Business Radio with Shep Hyk...

How an Amazing Customer Experience Can Be a Differentiator for Your Brand  Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer...

Designing Impactful Customer and Community Engagement  Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:...

Gathering, Acknowledging, and Responding to Customer Feedback  Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.  This episode of Amazing Business Radio with Shep Hyken a...

How to Reduce Friction and Create Customer Loyalty  Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new techno...

Using AI to Help Human Agents Connect and Build Relationships with Customers  Shep Hyken interviews Christina McAllister, senior analyst at Forrester. She talks about the evolving role of AI in contact centers and how it enhances, customer service, human interactions, and deepens customer relationships without losing the human touch.  This episode of Amazing Business Radio with Shep Hyken answers...

Creating a Company Identity That Transforms Customer Experience  Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   ...

Building a Brand Customers Love  Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.  This episode of Amazing Business Radio...

Leveraging Technology to Create Personalized Experiences  Shep Hyken interviews Anurag Dhingra, SVP and General Manager of Cisco Collaboration. He talks about using AI to bridge the gap between consumer expectations and satisfaction by enhancing both customer and employee experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can busin...

Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers  Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can...

Transforming Customer Support with Technology and Empathy  Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does en...

Aligning Business Goals with Customer Needs   Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR?  How do cust...

How Personalized Customer Experiences Can Drive Business Growth   Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI's potential to enhance personalization and the impact of tailored customer experiences on business growth.   This episode of Amazing Business Radio with Shep Hyken answers th...

AI's Growing Impact on Employee and Customer Experience  Shep Hyken interviews Jim Payne, Director of Product Marketing, Customer Engagement at RingCentral. He talks about how AI is transforming both customer and employee interactions by enhancing productivity and efficiency.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming...

The Impact of the Employee Experience on the Client Experience  Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a posi...

Effectively Integrating AI into Customer Service  Shep Hyken interviews Laura Burgess, senior research analyst at Capterra (a division of Gartner), a trusted software and services marketplace that offers a wide range of solutions to help organizations meet many of their business needs. She talks about how AI is transforming customer service and how organizations can balance digital interactions wi...

Implementing The 5 A's of Successful Customer Engagement  Shep Hyken interviews Brett Frazer, co-founder of Service Matters, LLC and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement. He talks about shifting customer service from a cost center to a value center and outlines the 5 A's framework  for adding value to every customer engagement.  This epi...

Using the Hospitality Mentality to Shape Your Company Culture  Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer e...

Partnering with Customers to Co-create an Amazing Customer Experience   Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does digital transformation impact customer expect...

Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity  Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses  why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey.  This episode of Amazing Business Radio with Sh...

Seamlessly Combining AI, Human Touch, and Data in Customer Experience  Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses effectively balance A...