Amazing Business Radio

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 resolving customer complaints effectively? How can companies build a no-excuse culture in their teams? How can leaders set the standard for accountability in customer service? What’s the difference between a tactical and a relational commitment in serving customers? How does internal company culture affect the service customers receive externally? Top Takeaways: The "No Excuses for a Day Challenge" encourages individuals, teams, and entire organizations to commit to going one full day without making any excuses. It is about creating awareness of how often we may unconsciously make excuses and shifting the focus on taking ownership and responsibility. A "no excuses" culture starts at the top. Accountability is inspired. If a leader is not leading by example, it is difficult to expect it from the rest of the team. Excuses like “It’s our policy” or “It’s not my department” don’t just annoy customers. They cost businesses money. When something goes wrong, acknowledge it, apologize, explain what happened, take accountability, and share specifically what will be done to resolve it. These five steps help shift the focus from excuses to accountability, taking action, and rebuilding trust. Building an accountability culture isn’t just for the frontline. Everyone in the organization needs to own their part in serving both internal (their team) and external customers. How employees are treated within an organization is felt by customers on the outside. Employees cannot be treated poorly and then expected to deliver exceptional customer experiences. Plus, Sam shares more insights from his latest book, No Excuses for a Day: The One-Day Challenge That Will Transform Your Life, Relationships, and Organizations. Tune in! Quote: "Service is an honor. Even if an issue does not belong to my department, if there is an opportunity to make something right for the customer and make them smile, it is an honor to make them happy." About: Sam Silverstein is the founder of The Accountability Institute® and creator of the Fractional Chief Culture Officer™ program. He is the author of 15 books, including No Excuses for a Day. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 personal interaction improve customer loyalty? How does a strong internal culture impact the overall customer experience? Why is it important to offer customers a choice between AI tools and human interaction? How can handwritten notes or personalized follow-ups boost brand loyalty? How are emerging technologies like AI used to support, not replace, employees? Top Takeaways: Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues. While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty. While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems. When it’s possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can relate to customers on a more personal level, anticipate needs, and respond to unique local situations with empathy. An organization's internal culture directly impacts the customer experience. When companies invest in their teams, employees become more engaged and committed to the company’s mission. Low employee attrition and high job satisfaction translate into more engaged agents who use their experience and empathy to better serve customers and contribute to a strong, positive brand reputation. Personal touches like sending handwritten or personalized cards after customer interactions make a lasting impression. Even when automation is used to scale these efforts, cards that reference specific details from the customer's experience strengthen the sense of genuine care and appreciation that employees and companies have for them. The State of Customer Service and CX study shows that most customers prefer to use the phone to resolve issues, especially when something goes wrong. This preference cuts across generational lines and is even more needed for emotional or complicated customer concerns. Even though self-service solutions boost efficiency, providing an easy way to speak with a real person when automation is not enough prevents frustration with impersonal digital-only solutions. Customers love to do business with companies that contribute to their communities and support local causes. When companies are transparent about their community engagement, whether it’s through financial contributions or volunteering, it not only makes employees proud to work there but also builds trust within the community. When leaders consistently embody the business's values and mission and actively support both customers and employees, the effects are felt throughout the organization. Employees become brand ambassadors, invested not only in day-to-day tasks but also in the company's larger purpose. It creates a workplace where employees want to stay, and customers want to do business. Plus, Jenni shares how Gas South has earned thousands of outstanding 5-star Google reviews. Tune in! Quote: "Embracing technology is important, but customers should always have the choice to speak...

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: What is the connection between employee experience and customer experience? How does company culture impact the way customers perceive an organization? Why is employee retention important for delivering consistent customer service? Why is consistency key to building customer trust and confidence? What role does leadership play in ensuring a positive customer experience? Top Takeaways: How employees are treated within an organization directly impacts how customers perceive and experience the company. When employees feel valued, cared for, and seen, they bring that same energy to every customer interaction. Employee tenure is an indicator of a healthy workplace, where people feel fulfilled and are unlikely to leave even when opportunities elsewhere arise. The goal for leaders is to provide opportunities for growth that equip employees with the skills to thrive. Then create a work environment they love and don't want to leave. Core values must be more than just words on a wall. A great work culture shows up in the hallways, meeting rooms, and customer interactions. What happens inside the organization is felt by customers on the outside. The leadership, the organization’s mission statement, and the team must be aligned, because those on the front lines deliver the customer experience. People want to know what to expect when they do business with you. Consistent actions and reliable results create trust, which is just as important as product quality. The consistency and trust built over time make customers confident that, when mistakes occur, the company will address them openly and make things right. Customers don’t expect perfect performance, but they do expect reliability. Successful leaders aren't afraid to ask questions or adopt new ideas. Some of the best lessons come from listening to other people's stories. Leaders who seek feedback and absorb wisdom from others consistently improve. Plus, Lisa shares more insights from her book, Something Extra: Uncover Your Strengths. Unlock Your Potential. Unleash Your Impact. Tune in! Quote: "If we take care of our employees, they're going to take care of our customers, and then our success will follow." About: Lisa Nichols, CEO and co-founder of Technology Partners, is the author of Something Extra and a top-ranked podcast host, mentoring leaders to embrace the unique qualities that set them apart. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 enhance customer experience in any industry? Are loyalty programs effective? Why is customer perception important to business success? How do word-of-mouth recommendations influence customer experience? How does company culture shape customer experience? Top Takeaways: We can't talk about customer experience without talking about hospitality. No matter the industry, whether B2B, B2C, or government, the “hospitality mentality” is about making every interaction welcoming and memorable. At its core, hospitality is about making people feel valued, appreciated, and at home, regardless of whether they're a first-time visitor or a loyal customer. A great customer experience comes from intentionally designing interactions that help people feel seen, heard, and comfortable. It's no longer just about products or services. Brands need to focus on making things easy for customers and creating genuine human connections, even in digital channels, so that every touchpoint feels welcoming and personal. Focus with the end in mind. What matters most is how your customers feel and what they say about your brand when they leave. Most loyalty programs are discount programs. The problem is that customers become loyal to the perks rather than to the company. So when the loyalty program is changed, or another company offers a better reward, customers walk away because they do not have a relationship with the brand. Loyalty programs should go beyond points or discounts. True loyalty is built on relationships and trust. Customers return when they feel an emotional connection, not just because of rewards or perks. A culture of hospitality starts inside the organization. Every employee, not just those in customer-facing roles, impacts the customer experience. A strong internal culture, from the frontlines to behind the scenes, helps create a consistent, welcoming experience that reflects the company’s values. Find ways to make your online or digital experiences as welcoming and personal as face-to-face interactions. Even as digital tools make things more efficient, people still crave human touch and connection. Plus, Shep and Lisa discuss why word of mouth inspired by amazing experiences is the most powerful marketing a brand could have. Tune in! Quote: "Loyalty is not just a program. It’s a relationship. We can't expect customers to be loyal simply because we ask them to. Loyalty is earned through trust. We need to give them reasons to stay and reward them for being ambassadors who share our brand with others." About: Lisa Checchio is the Chief Commercial Officer at EBG. She oversees entertainment, travel, and shopping platforms that create valuable experiences and savings for employees and members. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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: Why is it essential for companies to define their customer experience mission statement? How can organizations align their mindset and strategies to improve the customer journey? How can artificial intelligence amplify both positive and negative customer experiences? Why is every customer complaint considered a cost center for businesses? How does proactive customer experience lead to profitability? Top Takeaways: Experience is everything in today’s competitive environment. By defining a clear customer experience mission, leading with intention, using proactive strategies, and thoughtfully utilizing technology, organizations can create memorable experiences that keep customers coming back. Organizations often have good intentions around customer experience, but real results come from intentional leadership. It's not enough to simply want to serve customers well. The mindset, strategy, and discipline of leadership must be aligned to drive consistent outcomes. You can't deliver what you don't define. Every organization needs a customer experience mission statement. Because if we are not aligned, we will rely on judgment calls based on individual values and backgrounds, leading to inconsistent customer experiences. The customer experience mission statement is all about the heart of the organization. It is not about the products, but about what we are doing with them to improve our customers' lives and businesses. It should answer two questions: Who are we to our customers, and how do we show up for them, no matter what? Many companies operate in a reactive mode, resolving issues only when customers complain or ask for help. This is costly and inefficient. Proactive customer experience is intentional and designed to help prevent problems before they happen, turning customer experience into a growth driver rather than just a cost center. Failing to address recurring customer complaints costs organizations time and money. Customer support teams should use complaints as signals on what elements of the customer's journey need improvement. Artificial intelligence is a powerful tool, but it’s not a strategy in itself. It amplifies whatever processes and experiences are already in place. If organizations automate bad processes, they simply amplify customer frustration. AI should be thoughtfully integrated to enhance the customer journey, not just to reduce costs. Jeannie offers early buyers an exclusive invitation to her book club, a companion booklet, and advance access to chapters of Experience is Everything. Check it out at experienceiseverythingbook.com. Plus, Jeannie and Shep treat listeners to more insights from Experience Is Everything. Tune in! Quote: "Every complaint is a cost center because it could mean extra resources are spent on problem-solving instead of growth." About: Jeannie Walters, CCXP, CSP, is the Founder of Experience Investigators, an award-winning customer experience expert, author, and keynote speaker. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 voice-based customer interactions in modern contact centers? What are the advantages of using voice over text for customer engagement? How can AI-powered agents improve customer satisfaction and retention rates? What role does personalization play in building a strong customer experience? How are businesses leveraging new technology to proactively reach out to customers? Top Takeaways: AI-powered voice technology is creating customer experiences so lifelike that they're almost indistinguishable from human agents. This is not created to deceive customers but to provide great experiences, and with the transparency that should come with interacting with AI. Despite all the advancements in texting, chatbots, and automation, the majority of customers still prefer to interact by voice, especially when they have complex or urgent issues. Since humans often think and speak faster than they type, voice interactions allow customers to have richer, more nuanced interactions with the brands they do business with. AI-powered agents can remember every detail of a customer's history and use that to solve real-time problems. They can predict needs and personalize conversations at scale. This level of personalization is reminiscent of the “good old days” when support and sales agents knew their customers personally, but at a scale that wasn’t possible before. Building trust with AI often happens within the first ten seconds. Transparency about when customers are interacting with AI is important. The most successful AI experiences are those that match or exceed human-level service, especially in building trust and rapport. The cost for businesses using AI for customer support has drastically decreased. This opens new opportunities for businesses to reach customers they were unable to serve before. More than just a cost-cutting tool, AI is a tool for growth. Current AI agents can independently handle about 97% of customer interactions across complex industries such as banking, insurance, and healthcare. Customers are already responding to positive AI experiences by becoming more loyal and trusting of those brands. Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in! Quote: "The easiest way to engage with a brand when you're in the moment of need is voice. You talk faster than you type. When you have an issue, like your credit card being used incorrectly or a missed delivery, you want to talk on the phone, not type it out.” About: Alex Levin is the CEO and co-founder of Regal, a company that helps enterprise brands reconnect with customers through AI-driven voice and text experiences. His approach centers on building trust and improving outreach, enabling brands to drive revenue through more timely, personal engagement. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 impact does self-service technology have on customer satisfaction? How can AI self-service and human support work together effectively? What drives customers to switch companies due to poor self-service? What makes customers more forgiving of mistakes by human agents than AI systems? Why should businesses view customer service as a revenue center rather than a cost center? Top Takeaways: Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results. AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents. The customer support department is a revenue center. Delivering consistently excellent experiences leads to higher retention rates, repeat business, and positive reviews. Customers of different ages have distinct preferences for how they interact with support. Older customers lean towards phone support, while younger generations prefer chat or digital channels. But both demographics still want the assurance of being able to call a support agent if their problem isn’t resolved online. Leading companies like Amazon have set the standard for customer support by combining AI for routine tasks with proactive escalation to human agents when needed. They have created a seamless customer experience by enabling quick, easy connection with knowledgeable support agents and avoiding the need to repeat themselves to get their issue resolved. Regular customers sustain and grow a company. Regular customers drive steady revenue and are typically the brand's biggest advocates. The future of customer service lies in integrating effective technology with empowered employees. Companies that invest in effective digital solutions and well-trained customer specialists are best positioned to create positive experiences, adapt to customer preferences, and succeed in a competitive marketplace. Effective customer support isn’t rocket science. The technology exists today to empower both businesses and consumers with choice and flexibility, and it is more affordable than it was five or ten years ago. The real differentiator is the willingness to implement these solutions and put the customer’s needs first. Quote: "One of the great mistakes tech companies make is we talk too much about features and don't talk enough about our customers." About: Sam Wilson is the Chief Executive Officer of 8x8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8x8, including Chief Financial Officer and Chief Customer Officer. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 does AI play in transforming modern customer service processes? How can companies effectively balance automation and human interaction? What are the risks of automating outdated or inefficient business processes? Why is a proactive approach important in delivering excellent customer experiences? How can organizations measure the value of new customer experience technologies? Top Takeaways: Don't automate what Glasow calls “crap processes.” Before layering in AI and other digital tools, organizations must simplify and improve their existing processes. If a workflow is confusing or inefficient to handle manually, automating it will only spread the frustration to employees and customers more quickly. Transformation is not just about buying new technology. It means sitting down with your customers to understand where they are and where they want to be. It is partnering with your customers to create the vision, the process, and the outcomes together. Frontline employees are frequently blamed for poor service. But the real issue is often the outdated infrastructure and processes behind them. In adopting an AI-first strategy, look across the organization and identify where intelligence, automation, and augmentation can improve efficiency, and customer interactions. Successful companies are not replacing people with AI. They are combining smart, AI-powered systems with capable, empathetic employees. Customers will choose the simplest path every time, whether that’s self-service or talking with a real person. If you make it easy for your customers, they will keep coming back. Use AI as a tool to become more proactive, not just more efficient. Use it to anticipate what customers might need next, so you’re ready with solutions before they even ask. This allows human agents to focus on moments that require empathy, creativity, and understanding. Align your team, from the leadership to the frontlines, around a clear vision for the customer experience you want to deliver. Decide on the experiences you want to create, then mobilize your people and AI to make that a reality. Plus, Shep and Megan discuss why organizations need to be "customer zero" for new platforms they want to implement for their customers. Tune in! Quotes: "When designing your customer journey, consider what should be handled by AI, what should be handled by humans, and how they should work together to enable your employees to provide a more empathetic customer experience." About: Megan Glasow is the Vice President of Salesforce at Perficient. With deep experience in the Salesforce ecosystem, she helps organizations drive AI-first transformation initiatives. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 employee engagement influence external customer experience? Why is it important for organizations to go beyond surface-level personalization in delivering customer experiences? How can companies strike the right balance between friendly service and convenience to create lasting loyalty? How can organizations move from transactional interactions to building relationships with their customers? Why is it essential to invest in employee experience to drive customer satisfaction? Top Takeaways: Internal engagement is the foundation of strong customer loyalty. What happens inside your organization is always felt by your customers on the outside. If your employees are engaged, respected, and motivated, customers feel that in every interaction with your brand. When organizations invest in their people, the result is better service and stronger customer relationships because empowered employees have the confidence to go above and beyond for customers. Engagement isn’t just good for workplace culture. It’s good for business. Companies that focus on both employee and customer engagement see more revenue, higher employee and customer retention, and outpace their competitors. It’s easy to form a connection, but lasting loyalty requires deeper engagement. Connections made quickly can fall apart just as fast if the next interactions are inconsistent. Genuine engagement takes time and is operationalized so it ingrained in the culture and felt in every interaction. Personalization by itself, even when powered by advanced technology, is not enough to build lasting loyalty. Relying on algorithms alone will expose a brand to being outgrown by its customers or out-innovated by its competitors. Customers stick with brands that make them feel emotionally connected and valued. Human elements, not just algorithms, are what creates long-term fans. Convenience is no longer a unique advantage. It is an expectation. Today’s customers want easy, seamless interactions everywhere they shop. To stand out, businesses need to pair convenience with authentic, memorable service. Customers are going to talk about their experience with a company. When employees are engaged, they create advocates, customers who often spend more, and are more likely to recommend the business to others. Plus, Stephen shares more insights from his book, Stickology: How to Build Unbreakable Connections with Employees and Customers for Life. Tune in! Quote: "It's not just about connecting. It's about building a relationship. It's about making that person feel seen, heard, valued, and empowered, whether they are a customer or an employee. It takes time, but the bond holds together stronger." About: Stephen Baer is the author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, and the Co-Founder and Managing Partner of Engagency. He has 30 years of experience in behavioral science and engagement from leadership roles at companies such as The Game Agency, Atari, and GE. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 answers the following questions and more: How can AI create a human-centered customer experience? How is artificial intelligence transforming customer service interactions? What are the most effective ways to use analytics to improve customer support and reduce unnecessary contact center calls? How can automation help resolve frequent customer complaints, such as long wait times or repetitive interactions? Why should companies rethink traditional metrics, such as average handle time, when evaluating customer service performance? Top Takeaways: AI has evolved from being just a tool to becoming an actual coworker. It can handle routine tasks and take on responsibilities like note-taking during meetings, freeing up a lot of employees' time. This shift is radically transforming how we engage, connect, collaborate, and communicate with customers. Brand interactions should aim to feel like engaging with a favorite human. The best experiences remember customers' history, never making them repeat themselves, and understanding their unique preferences. They also minimize wait times and meet customers on their channel of choice. Customers are understanding when they know you genuinely care about their issues and are actively working to resolve them. But if they have to call three times for the same issue, it becomes another problem. If you use AI to solve problems the right way, you bring customers to your side of the equation. Instead of asking the generic ‘How can I help you?’ when they’ve already called multiple times, AI can help you acknowledge their frustration by providing customer history and knowledge base in real time, and guide you on the next best step to fixing the issue. Using AI and analytics to predict, prevent, and preempt issues by proactively giving customers the information they need before they even ask creates a seamless experience where people rarely need to call for help. Call containment and call deflection with AI do not mean companies stop talking to customers. It means letting AI handle routine tasks like password resets or payment verifications, so that when customers reach a human agent, the conversation can focus on more important tasks, like resolving complex issues or exploring new products. Plus, Shep and Vinod discuss why brands that go “all-in” on AI for customer support often end up reversing their decisions. Tune in! Quote: "We have to start looking at AI not as a tool or a product, but as a teammate." About: Vinod Muthukrishnan is the VP & GM of Webex Customer Experience at Cisco. He is an expert in AI and innovative technology to transform how brands engage with customers, ensuring experiences are more human and personalized. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 Amazing Business Radio with Shep Hyken answers the following questions and more: Why is consistency important in providing an excellent customer experience? What role does emotional connection play in building customer loyalty? How should companies leverage technology to improve customer service without losing the human touch? What are some effective ways to deliver a proactive customer experience? Why is standing out from competitors not enough to build lasting customer relationships? Top Takeaways: Standing out from competitors is important. However, simply being different is not always good. Distinction is when what we do is unique, compelling, and memorable in a way that is impactful and meaningful to the customers we seek to serve. Consistency wows customers. Amazing customer experiences are built on doing small things right, every time. When every interaction is handled with care and attention, customers learn to trust the brand. Technology, like AI, can make your business faster and more efficient, but loyalty comes from how you make customers feel. Even with simple gestures like remembering someone's name or checking whether the customer got everything they need, it's the human touch that keeps people coming back. Use AI to save money and handle repetitive tasks efficiently, giving your team more time to focus on resolving customer issues and building stronger relationships. Every organization should be very precise about what they aren't, just as clear as they are about what they are. Real competitive advantage does not come from reacting to trends or to what your competitors are doing. If you are constantly in reaction mode, you are already behind. Staying ahead means anticipating your customers' needs before they realize what they want. Artificial Intelligence amplifies the values and habits a business already has, good or bad. If a business is committed to consistently providing excellent service, AI will help them do so even better. If a business is running on broken systems or is only focused on cutting costs, AI could make those problems worse. Plus, Scott shares more insights from his latest book, Beyond Distinction: How Leaders Transcend the Turbulence of an AI-Transformed World. Tune in! Quote: "Tasks go to technology, but emotion and customers go to human beings." About: Scott McKain is a Hall of Fame speaker, business advisor, and the founder/CEO of the Distinction Institute. He is the best-selling author of ALL Business is STILL Show Business, Iconic, Create Distinction, and his latest, Beyond Distinction. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the transformation economy? What is the difference between selling a product and creating a transformative customer experience? How can businesses guide customers to achieve their personal or professional aspirations? What are the benefits of customizing experiences to meet individual customer needs? What elements contribute to a robust customer experience? Top Takeaways: The transformation economy is about how companies can help customers change. It is about how your business can help them achieve their aspirations. Businesses create more value when they focus on selling the end rather than the means. Go beyond selling products and services to understanding why customers buy and use that knowledge to help them reach their goals and achieve their aspirations. Transformation is not a one-size-fits-all. It must begin with truly understanding where the customer is starting (from) and where your customers aspire to end up (to). Carefully identify the customer’s current situation, needs, and aspirations to tailor experiences that produce meaningful outcomes for them. Sell transformation, not just products. For example, people don't buy a treadmill because they want the equipment. They want to be healthier, have more stamina, or feel better about themselves. Whether you’re selling a physical product, a service, or something else, shift your mindset to the customer’s desired result. In both B2B and B2C, businesses should become trusted partners, not just vendors. That means understanding clients’ deeper goals and helping them achieve success, even if it occasionally means recommending solutions outside what you sell. The focus is on the customer's outcome, not just the transaction. In the transformation economy, companies should charge for what customers value most: outcomes. Companies are moving away from pricing based on time, materials, or products. It is focused on results. Transformative change for customers doesn't come from a single transaction. It spans the entire journey, including the preparation before the event, reflection afterwards, and ongoing integration into daily life. Plus, Shep and Joe share insights from The Transformation Economy and discuss companies that are putting customer transformations first. Tune in! Quote: "Transformations are built on top of experiences. We change through the experiences that we have. " About: Joseph Pine is a bestselling author, speaker, and cofounder of Strategic Horizons LLP, celebrated for guiding Fortune 500 companies and innovative startups alike. He is the author of The Experience Economy, Mass Customization, and Infinite Possibility. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 Radio with Shep Hyken answers the following questions and more: What does "AI first" mean in customer experience? How can businesses maintain a human-centric approach while integrating artificial intelligence in customer service? How does AI help streamline workflows for customer service agents? Why is it important for companies to keep humans involved in designing AI systems? How can agentic AI improve customer interactions and resolve issues more efficiently? Top Takeaways: AI has advanced to the point where we can use it to take actions and complete workflows. It not only understands what customers say and provides answers, but it can also complete tasks like sending a package or updating an account. Shep and Michele share five AI trends that shape the future of customer experience and contact centers. Trend #1: AI first, but it doesn't mean AI only. Companies use AI to get quick answers or to resolve issues quickly. But this doesn't mean eliminating human customer support. It means that when things get too complicated or tricky for AI to handle, human agents can step in to make sure the experience is personalized and complete. Trend #2: Human-Centric AI. 72% of customers say that they've experienced AI and automation benefits. Technology must be designed with humans at its center to truly understand and address human needs while empowering both customers and agents. Trend #3: Agentic AI. Agentic means artificial intelligence that can use language to take action autonomously. To put it simply, the system can take the customer's data, determine what needs to be done, and complete the task without human intervention, allowing humans (employees) to focus on more important and complex issues. Trend #4: Experience Memory. AI can help companies not just remember who their customers are, but also their problems, preferences, and relevant details of past interactions. Trend #5: AI Observability. Don't invest in something you can't measure. Success isn't just about using as much new technology as possible. It is about seeing real results like smoother processes, happy employees, and satisfied customers. LAMs, or Language Action Models, help AI move beyond data analysis. They interpret the language, determine the intent, and act accordingly. They streamline agents’ workflows by automating repetitive tasks and integrating multiple systems, so agents spend less time juggling multiple tabs and focus more on interacting with customers. There is a 40% gap between what companies think their service is like and how customers actually feel about the experience. Companies need to listen to their customers, get real feedback, and invest in people and technologies to close the gap. Plus, Michele discusses more stats on AI-powered experiences that can help you enhance customer satisfaction and streamline business operations. Tune in! Quote: "When we say AI first, we don’t mean AI only. It means you start with artificial intelligence to help resolve customer issues, but it’s not the only solution." About: Michele Carlson, Director of Product Marketing & Head of Content Strategy at NiCE. She is an expert in AI-powered analytics and customer experience, transforming contact centers and delivering customer-centric results. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 questions and more: What are the top customer service trends that leaders can expect to see in 2026? Why is it important for businesses to provide both AI-powered self-service options and live customer support? How can companies build and maintain trust with their customers? How can frontline employees be a valuable source of insight for customer experience improvements? Why is ongoing customer service training important for employees, even after onboarding? Top Takeaways: Trust is the foundation of customer relationships. When customers don't believe that a business will keep its promises, they will move on to a brand that will. When a brand provides honest communication and consistent follow-through, they build confidence with its customers. Personalized service is an expectation. Customers expect businesses to know who they are and remember their history, whether it’s past purchases or previous conversations. When you use data to improve your customers' experience, like recommending better products or sending relevant messages, they feel treated as individuals rather than just transactions. AI is becoming a normal part of customer service. Most customers expect self-service options to handle simple requests and get simple answers. But this doesn't mean that human agents are becoming obsolete. Customers still want to speak to live agents, especially when dealing with complicated or emotional issues. This is why companies need to encourage customers to use self-service tools while letting them know that they are welcome to call when they need to. Companies should map out employee journeys just as they do with customers. Find what’s frustrating, and make work smoother and easier. When employees are treated with care and respect and provided with the tools and training they need, they are more likely to create happy customers. Training should not be limited to onboarding. It should be an ongoing process to keep customer service skills sharp and expand their capabilities. It can take the form of short reminders, weekly huddles, or sharing moments of magic with customers. Consistency is more important than "wow" moments. Trying to go over the top every time isn’t realistic or necessary. Predictable, reliable experiences are what makes customers feel safe and valued. When customers know what to expect, it builds their confidence and makes them want to come back. When a customer has a complaint or problem, it’s not enough to just fix the issue. The goal is to restore confidence and make the customer want to do business with you again. Meet with your team, and ask why the problem happened. Then, find ways to prevent it in the future. Solve for the customer's feelings, not just the complaint itself. Plus, Shep shares interesting stats from his latest customer service and experience research. What is more important to customers, service or price? What makes them trust a business more? What makes them come back again and again? Tune in! Quote: "Customers continue to be smarter than ever and with higher expectations about the experience that they receive from companies they do business with." About: Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 representatives be empowered to act as the face of a brand? How does training impact the effectiveness and efficiency of customer support teams? What are the main benefits of proactive customer experience versus reactive customer service? How can technology, such as AI, improve resolution times for common customer issues? How can businesses educate customers to use digital support channels for faster issue resolution? Top Takeaways: Every employee interacting with a customer becomes the face of the company. Train employees on their role to represent and support the brand. When someone calls with a problem, regardless of who is at fault, it is their responsibility to make things right and create a positive experience for the customer. When you start using customer service as a listening tool, it stops being a cost and becomes a way to improve processes for employees and experiences for customers. Feedback can be silent. Pay attention to what your customers are saying and what they are not saying. Sometimes, customers hint at underlying problems without saying it. Picking up on context and clues can help solve issues faster and even improve services in the future. Customer service becomes proactive by paying attention to feedback and patterns that allow you can fix issues before the next customer gets upset. Pay attention to what features or products your customers love to use. Identify the features customers don't interact with so you can either improve them or focus your resources elsewhere. A simple mistake, such as leaving an item out of an order, can lead to angry calls, extra costs to fix the problem, and even lost customers. Training employees to understand how their actions affect the entire customer journey helps reduce errors. Even small improvements can save costs and keep customers and employees happier. Investing in your employees expands their capabilities in helping customers. Even thirty minutes spent learning a new skill or understanding a customer’s needs, once every month or two, can save time and money in the long run. Plus, Shep and Ty discuss more ways a call center can drive growth and revenue. Tune in! Quote: "In most companies, the customer service team is the only function that has direct, one-to-one conversations with customers. This makes them a powerful source of insight, not just from what customers say, but from what they don’t say. Teach your team to actively listen, read between the lines, and recognize opportunities to improve the customer experience." About: Ty Givens is the founder of CX Collective. She helps leaders turn inefficient processes into reliable, human-centered systems that boost team productivity and customer loyalty. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 additional generosity impact customer loyalty? Why is personalizing customer interactions important in today's business environment? How does a company's culture influence its service and customer retention? How can companies prevent recurring customer complaints based on feedback analysis? Why should businesses focus on solving customer issues rather than just addressing problems? Top Takeaways: Additional generosity goes a long way in customer experience. It does not have to be expensive or flashy. When you add a small, unexpected touch to a customer interaction, you create a memorable moment. Any brand can show appreciation and stand out by doing a little more than expected. (Sweetwater includes a small bag of candy with every order. Sweet!) Hiring employees who are truly passionate about what they do makes a big difference. If your team genuinely loves the industry they work in and believes in the products they sell, it shows in the way they interact with and help customers. Match customers with employees who are genuinely interested in and knowledgeable about the products they sell. This builds trust by creating interactions in which the advice customers receive feels more valuable because it is personalized. Training never stops. When hiring new employees, equip them with the knowledge they need to excel through immersive training. Once they are working with customers, empower them by providing continuous training that keeps everyone updated and motivated. Listening to customer feedback leads to better service. Encouraging honest opinions, both good and bad, helps you find out what customers truly care about. It’s important to have a system for collecting this information and then actually acting on it. Mistakes are learning opportunities. When something goes wrong, the real test is how a company reacts and focuses on "solving the customer,” not just the problem. Communicate with customers quickly, fix what went wrong, and then look deeper to stop the issue from happening to others. Plus, Shep and David discuss Sweetwater's emphasis on company culture and community. Tune in! Quote: "Additional generosity means doing something a little unexpected for the customers. It is a way of saying thank you for thinking of us and giving us the opportunity to earn their business." About: David Fuhr is the Chief Sales Officer at Sweetwater, where he leads the company’s renowned sales team. Since joining the company over five years ago, he has held key leadership positions, including SVP of Customer Experience, focusing on delivering the Sweetwater Difference for both customers and staff. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 difference between customer experience and customer service? Why is the concept "the customer is always right" often considered misguided? How can companies benefit from shifting their focus from internal processes to customer-centric thinking? What role does behavioral science play in improving customer experience? How is artificial intelligence affecting customer service and employee roles in modern organizations? Top Takeaways: Customer experience isn’t just a buzzword or a fancy way of saying customer service. It is not just about the moments where the customer needs help. It is about every interaction throughout the entire customer journey. Customers are not always right, but they are always the customer. Customers sometimes have complaints or requests that don't align with the business's offerings, especially if they're not the target audience. Treat everyone with respect, even when you can't give them exactly what they want. Even when they are wrong, let them be wrong with dignity and keep the relationship open for the future as much as possible. Behavioral science helps explain why customers act the way they do, make certain choices, and even how they respond to situations. Knowledge about how humans think and feel is just as essential as knowing how to organize teams or create new products. Understanding human behavior helps leaders make decisions that truly connect with employees and customers. Success isn't just about financial results, but also about making life better for people inside and outside the company. Leaders who keep the well-being of employees, customers, and communities in mind make decisions that will have a positive impact on everyone. AI is changing how work gets done, especially in customer service. AI helps humans do higher-level, creative, and caring work. AI can handle simple tasks, so humans can focus on building real relationships and solving complex problems. Technology creates new opportunities. AI will not replace humans. It will change the type of work that humans do. Just like how the internet created tons of new jobs, AI will reshape the workplace and introduce new careers. Plus, Shep and Bruce discuss why it is important for individuals and companies to make sure they are always moving towards their "North Star." Tune in! Quote: "One of the absolute misguided beliefs is that the customer is always right. They aren’t. All you have to do is look at yourself in the mirror. Everyone's been a customer and not always been right when they've complained or seen a problem." About: Bruce Temkin is widely recognized as the "Godfather of Customer Experience," helping to shape customer and employee experience and advising leaders on how to keep people at the center of their organizational processes. He is the host of the podcast, Humanity at Scale: Redefining Leadership. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 more: How does a hospitality mindset impact customer experience in the service industry? How can organizations create a culture that motivates employees to go above and beyond for customers? Why is employee engagement important in delivering outstanding service experiences? Why is continuous improvement important for building a customer-focused culture? What is the role of leadership in sustaining a service-driven culture? Top Takeaways: Creating an incredible experience starts with a hospitality mindset. It’s not enough for a company just to have beautiful products or spaces. Every employee, from top management to behind-the-scenes team members, must aim to deliver a "wow" experience that gives customers something exciting to talk about with their family and friends. The hospitality mentality doesn't just belong in a hotel or restaurant. It applies to every business that wants loyal customers. Every single person in an organization has an impact on the customer experience. When every employee, not just the frontlines, is aligned with this mentality, the whole organization can deliver standout experiences. A “wow” company culture must be lived every day. A strong customer experience culture empowers every employee to work with intention and passion. It makes every member of the team love what they do and inspires others. When employees are happy at work, they do a better job, and customers notice the difference. The best organizations hire for passion as well as skills. You can’t improve what you don’t measure. Keeping track of the metrics that matter, like customer satisfaction and employee engagement, gives the team a target to work toward and motivates them to do their best. Repeat business is the best feedback. High ratings and reviews are great, but repeat business is the best measurement of whether you delivered a “wow” experience that customers want to come back for. Good enough is not good enough. The most successful teams and businesses push for constant, even dramatic, improvement that makes their customer's experience unbelievably better. Plus, Shep and Richard discuss the mantras that help Royal Caribbean achieve quantum leaps in delivering “wow” experiences for its customers. Tune in! Quote: "Every once in a while, you hear executives say things like, 'It's just part of our DNA.' But culture isn't automatic. It requires intentionality every single day to truly focus on the customer and keep getting better." About: Richard Fain is the chairman and former CEO of the Royal Caribbean Group. He is the bestselling author of Delivering the Wow: Culture as Catalyst for Lasting Success. Under his leadership, the company transformed from a small cruise line into one of the most successful and renowned vacation brands in the world. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 companies ethically collect and use customer data without crossing privacy boundaries? Why is transparency important when asking customers for permission to use their data? How can brands strike the right balance between personalization and avoiding being perceived as intrusive or "creepy"? What are the best practices for building trust with customers through data collection and usage? How does unified customer identity across digital and real-world touchpoints improve the overall customer journey? Top Takeaways: Customers are willing to share information, but only if they get something valuable in return. When a company uses customer preferences to recommend something relevant at the right time, customers are more willing to engage. On the other hand, when the connection feels forced or overwhelming, it can make customers stop buying and look for other companies that will respect their trust. Customers feel better when companies are upfront about what data they’re collecting and how it will be used. When a brand is transparent with why they need information and asks for permission, customers feel respected and safe. Giving customers options about how their data is used makes them more likely to share details. Businesses should focus on getting only getting the information they need to start doing business with a customer. Then, gradually over time, the business can learn more. Ethical use of data builds trust. Just because a business can use a customer's data does not mean it always should. It’s important for companies to explain how they use customer information, and to give customers choices. When customers know what’s happening and have control, they are more likely to trust a brand with their information and their business. Some customers want weekly emails or product updates, while others just want order confirmations or receipts. Give your customers a way to choose the kind of information they receive and how often they want it, and make setting this up easy. Better business practices lead to loyal customers. When companies focus on giving people what they want, respecting their choices, and treating data carefully, customers become fans who keep coming back. Personalization isn’t just about online shopping. It can happen in real life too. Imagine walking into a store and the salesperson remembers what you like, what you bought before, and even your favorite colors. This shows how connecting customer history, identity, and preferences creates a great experience both digitally and face-to-face. Plus, Shep and Phyllis discuss the importance of making sure customers understand what they are saying yes to, such as cookie banners and opt-in forms. Tune in! Quote: “When customers share information, they often want control over how and where it’s used. A company needs to respect those preferences and enforce them consistently.” About: Phyllis Fang is the Head of Marketing at Transcend, where she helps brands grow through customer trust, personalization, and digital transformation. Before working at Transcend, she drove key product marketing initiatives at Uber and has a strong background in e-commerce and digital marketing. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can brands empower employees to deliver exceptional customer experiences? What are the most common changes in customer expectations in recent years? How does technology, such as automation and AI, impact customer service delivery? How can organizations make customers feel valued, even when their requests can't always be fulfilled? What role should leadership play in promoting a culture of excellent customer service? Top Takeaways: Technology may be advancing quickly, but customer needs have stayed the same. Customers still want trust, transparency, inspiration, expertise, and genuine human connection. While new technology like AI and digital experiences can make customer service easier, it's important not to lose sight of what customers truly expect from you. Modern customers compare every experience they have to the best companies, not just direct competitors. Brands need to aim for world-class service, no matter the industry, in order to thrive. Customers are not always right. They sometimes have unrealistic expectations or behave poorly. Regardless, even though employees shouldn't have to deal with unreasonable requests, they should always make customers feel valued and listened to. Customers come with expectations, whether they say it or not. When there is a gap between what customers hope for and what actually happens, problems can occur. The goal is to always listen to what the customers need and aim to close the gap with every interaction. Brands don't need to go over the top to close the expectation gap. All brands need to do is what they promised their customers. When customers say, "they are always friendly, always helpful, always knowledgeable," the word "always" in front of all those expectations describes where amazement happens. Customer service is cultural. It's a team effort. Every person in the organization, from the leadership to the newly hired employees, is responsible for delivering an amazing customer experience. Customers are willing to pay more for service that is friendly and, more importantly, convenient. Making it easy and pleasant to do business with you should always be a top priority. Convenience and friendliness are more than just nice. They are what keeps customers coming back. Plus, Shep and Peter discuss more insights from new research by the Institute of Customer Service (ICS) and Start with the Customer. Tune in! Quote: "How meeting customer needs may have changed because of technology, but the needs themselves haven't changed at all. They still want to be inspired. They want trust, transparency, and connection." About: Peter Cross is a customer behavior expert, consultant, speaker, and the co-author of Start with the Customer: How to Deliver World-Class Customer Service. He is Vice President at the Institute of Customer Service, an Ambassador for the Retail Trust, and a Leader in Residence at the University of Leeds. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices