Amazing Business Radio

Balancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences.   This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:   How is artificial intelligence used to improve customer interactions...

The Latest Trends in Customer Loyalty Programs  Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions a...

Committing to Customer Centricity  Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture.  This episode of Amazing Business Radio with Shep Hyken answers the following q...

Generative AI's Impact on Customer Service and Employee Empowerment  Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry.  Top Takeaways:    Staying ahead...

Creating a Culture of Extreme Accountability and Elite Performance  Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career.    Top Takeaways:     Shep’s Comment: Some may not see this as a...

Using AI and Automation to Create an Amazing Customer Service Experience  Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape.  Top Takeaways:    AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.     By lea...

The Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024  In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights.  Top Takeaways:    Customers ar...

Understanding Customer Behavior   Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers.  Top Takeaways:    The customer's perception matters most. Never assume you know what your customer wants without looking at dat...

Enabling, Recognizing, and Celebrating Great Customer Service  Shep Hyken interviews David Diestel, chief executive officer of FirstService Residential. He talks about delivering exceptional service consistently, creating moments that matter, and empowering the team to provide amazing customer experiences.  Top Takeaways:    A brand is not just about a name. It’s about being united and joining tog...

How Small Improvements Create Lasting Change in Customer Experience   Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture. He talks about how embracing effective empathy, empowering employees to make meaningful decisions, and building emotional customer relationships can transform companies into customer...

Create Customer Loyalty With a Personalized Experience  Shep Hyken interviews Josh Liebman, a guest experience expert and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. He talks about how organizations, whether in B2B or B2C, can adopt the hospitality mindset to create exceptional guest experiences and drive loyalty.  Top Takeaways:    The hospitality me...

The Power of Google Comes to Your Website   Shep Hyken interviews Chris Blaisure, senior director of innovation and engineering at Elastic. He talks about using a Google type of search engine on your company’s website to help deliver a better customer experience and help customer support agents get the best answers for their customers.  Top Takeaways:    Businesses use advanced technology like sea...

The Benefits of Self-Directed Customer Experiences (CX) for Customers and Agents  Shep Hyken interviews Nicole Kyle, Managing Director and co-founder of CMP Research. She discusses the evolution of self-service and digital customer service and the importance of personalization and customer control in self-service interactions.  Top Takeaways:    Self-service is becoming more than just enabling cus...

Using Generative AI to Provide a Personalized Customer Experience  Shep Hyken interviews Richard Smullen, CEO of Pypestream, an AI-powered self-service automation platform. He talks about how automation and generative AI can enhance the customer experience and the potential for self-service interactions.  Top Takeaways:    The future of customer service is being transformed by AI-powered technolog...

How to Use Positive and Negative Feedback as Opportunities to Improve the Customer Experience  Shep Hyken interviews Miika Mäkitalo, CEO of HappyOrNot, a simple, non-intrusive customer feedback platform. He talks about the value of customer feedback and how businesses can benefit from actionable insights.  Top Takeaways:    Customer feedback is crucial for businesses of all industries. By actively...

How to Apply the Hospitality Mentality to All Industries  Shep Hyken interviews Paul Rutter, global cruise director, speaker, trainer, and the author of You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea. He talks about the hospitality mentality in the cruise industry and how it can be applied to other businesses.  Top Takeaways:    The hospita...

Creating Meaningful Motivation through Understanding Customer Needs  Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel, and the co-host of the Experience Strategy Podcast. She talks about the transformational experience and creating a more meaningful and valuable relationship between customers and companies.  Top Takeaways:    Transformational experiences involve underst...

How to Get Your CX House in Order  Shep Hyken interviews  Andrew Carothers, CCXP, Digital Customer Experience Leader at Cisco. He talks about delivering seamless experiences that lead to customer satisfaction, loyalty, and revenue growth.  Top Takeaways:    Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience.     Andrew s...

Enhancing Customer Support Efficiency with AI and Human Collaboration  Shep Hyken interviews Peter Mullen, Chief Marketing Officer of Interactions. He talks about the power of AI in customer service and the benefits of integrating human support when necessary.  Top Takeaways:    Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing effic...

The Importance of Employee Experience to Customer Experience  Shep Hyken interviews Alex Ross, co-founder and chief operating officer of Hire Horatio. He talks about leveraging customer experience as a competitive advantage and creating a work environment that employees love (beyond the paycheck).  Top Takeaways:    Outsourcing customer service and support functions can be an effective strategy fo...

How Increased Tipping Influences Value Perception and Customer Experience  Shep Hyken interviews Forrest Morgeson, Director of Research at the American Customer Satisfaction Index and Associate Professor of Marketing at Michigan State University. He talks about how tipping and "tipflation" impacts customer satisfaction scores and the need for businesses to improve customer service and experience. ...

The Impact of Speed in Winning and Retaining Clients    Shep Hyken interviews Howard Moodycliffe, Chief Executive Officer of Timetoreply. He talks about how prompt communication can help companies build trust, enhance credibility, and increase customer satisfaction.  Top Takeaways:  In today's fast-paced world, customers expect timely responses across various communication channels. Whether it's e...

Leveraging Data to Improve Your Customer Experience Strategy  Shep Hyken interviews Jason Barro, Partner at Bain & Co. and Founder of NPS Prism®. He talks about the importance of measuring and understanding Net Promoter Score (NPS) in improving customer experiences (CX) and driving business growth.  Top Takeaways:  Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compa...

Why Leadership is Overrated and The Power of an Ego-Free Workplace  Shep Hyken interviews Chris Mefford, CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. He discusses creating a safe space for teams to feel engaged and empowered to work at their best.  Top Takeaways:    There is a gap between how leade...

Building Authenticity and Trust in Business through Impactful Communication  Shep Hyken interviews Patrick McCullough, president of Hallmark Business Connections. He talks about how businesses can use the power of personalization at scale to strengthen relationships, create emotional connections, and enhance the customer experience.  Top Takeaways:  Authenticity and personalization can strengthen...