Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of…
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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: What is the best way to…
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 Radio with Shep…
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 service move from a cost…
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 questions and more: How…
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 following questions and more: Why are customer…
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 is felt by customers on the outside.…
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…
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…
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 it…
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 match…
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 interviews…
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? What…
Where Empathy Meets Artificial Intelligence in Customer Service Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses…
Leadership, Ownership, and Customer Trust Shep interviews Sam Silverstein, founder of The Accountability Institute®. He talks about building a strong, no-excuses culture that starts with leadership and impacts both internal and external customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is ownership and accountability so critical in…
A People-First, Tech-Enhanced Approach to Customer Care Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can balancing technology and…
Creating an Environment that Employees and Customers Love Shep interviews Lisa Nichols, CEO and co-founder of Technology Partners and author of Something Extra. She discusses the importance of employee experience, leadership, and organizational culture in delivering exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:…
Transforming Repeat Business into True Loyalty Shep interviews Lisa Checchio, Chief Commercial Officer at EBG. She talks about how a hospitality mindset that is focused on making customers feel valued and appreciated, builds real loyalty in any industry. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality, and how does it…
How Intentional Leadership Creates Customer Experience Alignment Shep interviews Jeannie Walters, Founder of Experience Investigators. She talks about why intentional leadership and a clear customer experience mission are essential for building proactive customer experiences in today's AI-driven world. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:…
The Impact of AI Voice Technology on Customer Engagement Shep interviews Alex Levin, CEO and co-founder of Regal. He talks about how AI-driven voice technology is transforming customer experience by making brand interactions more personal, efficient, and human-like. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is AI revolutionizing…
Elevating Customer Support Teams with Smart AI Integration Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What…
How the Customer Journey Evolves with AI Integration Shep interviews Megan Glasow, Vice President of Salesforce at Perficient. She talks about how companies can use AI to enhance the customer experience by blending technology with human touch, updating outdated processes, and measuring value. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role…
Creating Engaged Employees and Loyal Customers Shep interviews Stephen Baer, Co-Founder and Managing Partner of Engagency. He talks about his new book, Stickology, and how building strong emotional connections and engaging both employees and customers leads to lasting loyalty. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does internal…
Blending AI Efficiency with Human Insight Shep interviews Vinod Muthukrishnan, Vice President & General Manager of Webex Customer Experience at Cisco. He talks about how AI is moving from a technology tool to a collaborative coworker that helps businesses personalize service, automate routine tasks, and close the customer experience gap. This episode of Amazing Business Radio with Shep Hyken…
How CX Leaders Can Navigate the Turbulence of an AI-Transformed World Shep interviews Scott McKain, award-winning speaker and best-selling author. He talks about his latest book, Beyond Distinction: How Leaders Transcend the Turbulence of an AI-Transformed World, and how leaders and organizations can create meaningful, distinctive customer experiences in an AI-transformed world. This episode of…
Turning Customer Experience into Customer Transformation Shep interviews Joseph Pine, best-selling author of Experience Economy, speaker, and cofounder of Strategic Horizons LLP. He talks about his new book, The Transformation Economy, and how businesses can go beyond creating memorable experiences to guiding customers through meaningful transformations that help them achieve their aspirations.…
Closing the CX Gap with the Help of Artificial Intelligence Shep interviews Michele Carlson, Director of Product Marketing & Head of Content Strategy at NiCE. They discuss the top AI trends shaping customer experience and transforming contact centers. This is based on Michele and Shep’s recent webinar that featured 10 trends. CLICK HERE to enjoy the full webinar. This episode of Amazing Business…
Shep Hyken’s Latest Research and Insights on Customer Service and Experience Shep discusses the five most important trends and predictions for 2026, what you should stop doing to create a better customer service experience, and a sneak peek at the findings from his latest customer service and experience research. This episode of Amazing Business Radio with Shep Hyken answers the following…
Why Customer Experience Is Your Hidden Profit Center Shep interviews Ty Givens, Founder of CX Collective. She talks about how contact centers can be transformed into growth engines by proactively addressing customer needs and empowering employees through training. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can frontline customer service…
Building a Culture Where Customers and Employees Want to Stay Shep interviews David Fuhr, Sweetwater's Chief Sales Officer. He talks about creating remarkable customer experiences through personalized service, passionate employees, and living the company's core values in every interaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does…
Lessons on Humanity, Technology, and Leadership from a Pioneer of Customer Experience Shep interviews Bruce Temkin, host of Humanity at Scale: Redefining Leadership. He talks about how AI is reshaping business and why human connection remains essential for both customers and employees. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the…
How Royal Caribbean Creates an Unbelievable (WOW) Guest Experience Shep interviews Richard Fain, chairman of Royal Caribbean Group. He talks about his new book, Delivering the Wow, and creating a customer-focused culture through continuous improvement, empowered employees, and attention to every detail. This episode of Amazing Business Radio with Shep Hyken answers the following questions and…
Collecting and Using Data Ethically to Create Customer Delight Shep interviews Phyllis Fang, Head of Marketing at Transcend. She talks about the importance of personalization and how companies can ethically collect, unify, and use customer data to create seamless, trust-building interactions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can…
Closing the Gap Between Customer Expectation and Customer Experience Shep interviews Peter Cross, customer behavior expert, keynote speaker, and author of Start with the Customer: How to Deliver World-Class Customer Service. He talks about the importance of company culture in delivering amazing experiences and how to close the gap between customer expectations and their lived experiences. This…
How Authentic Ratings and Reviews Drive Customer Trust Shep interviews Allyse Slocum, Vice President of Product & Audience Marketing at Trustpilot. She talks about how customer reviews influence trust in businesses, the importance of authentic feedback, and key insights on consumer review habits and behaviors. This episode of Amazing Business Radio with Shep Hyken answers the following questions…
From Transactional Service to Relationship Building with the Help of Technology Shep interviews Pasquale DeMaio, Vice President and General Manager of Amazon Connect. He talks about how Amazon leverages AI and technology to enhance customer service, with a "better together" approach where automation and human agents work hand-in-hand to create efficient, empathetic, and proactive customer…
How are AI-powered Interactions Transforming Daily Customer Experiences Shep interviews Tifenn Dano Kwan, Chief Marketing Officer at Amplitude. Tifenn talks about how AI and digital analytics are redefining customer experience through hyper-personalization and authentic interactions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What inflection…
How Handwritten Notes Build Customer Loyalty in a Digital Age Shep interviews Rick Elmore, founder of Simply Noted. He talks about how his company uses advanced handwriting robots and AI to create personalized handwritten notes at scale, to enhance customer relationships and stand out in today's digital world. This episode of Amazing Business Radio with Shep Hyken answers the following questions…
Building Loyalty at Every Step of the Customer Journey Shep interviews Melissa Puls, Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti. She talks about the importance of customer success, the subscription business model, and how AI is transforming customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions…
Creating an Actionable Customer-Centric Company Culture Shep interviews Sean Crichton-Browne, co-founder of Market Culture and co-author of The Human Culture Imperative. He talks about how organizations can drive business success by focusing on building a customer-centric culture of empowered employees. This episode of Amazing Business Radio with Shep Hyken answers the following questions and…
How to Build Meaningful Customer Relationships by Investing in Employee and Customer Experience Shep interviews Lance Gruner, CX expert, keynote speaker, and author. He talks about the intersection of AI and customer experience, the importance of leadership accountability, and key insights from his new book, 10 Things They Hate About YOU: A CX Playbook for Leaders. This episode of Amazing Business…
Transforming Ordinary Customer Moments into the 'Best Day Ever' Shep interviews Steve Spangler, Emmy award-winning television host, STEM educator, and bestselling author. He talks about his new book, The Engagement Effect, and how leaders, teachers, and businesses can create powerful, engaging experiences that ignite emotional connections, build trust, and inspire action. This episode of Amazing…
Transforming Ordinary Interactions into Luxury Experiences Shep interviews Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences. She talks about how any business, regardless of size or price point, can create a luxury-level customer experience by focusing on making customers feel seen, heard, and valued. This episode of Amazing Business Radio with Shep Hyken…
Building Better Employee Experiences Through Leadership Shep interviews Mita Mallick, marketing and culture change expert and bestselling author. She talks about her book The Devil Emails at Midnight and the impact of internal workplace culture on employees and customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What impact does internal…
How AI and Data Shape Modern Customer Experience and Engagement Shep interviews Chris Koehler, Chief Marketing Officer at Twilio. He talks about creating exceptional customer experiences by leveraging personalization, customer trust, and AI. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What defines an amazing digital customer experience today?…
The Five Customer-Centric Strategies Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes a successful customer…
Community, Loyalty, and Human Touch in Customer Experience Shep interviews Craig Crisler, CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What…