Amazing Business Radio

Amazing Business Radio

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 topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

Episodes

February 17, 2026 24 mins
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 ...
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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...
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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 ...
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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 t...
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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...
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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 empowere...
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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 impa...
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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 ...
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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...
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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 colle...
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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...
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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 and more:    Why are online ...
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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 experiences.  This episode of Amazing B...
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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 points in technology have ...
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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 and more:    How can compan...
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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 and more:   1.  What is cus...
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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 more:    What's more important,...
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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 Radio with Shep Hyken answ...
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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 Business Radio with Shep Hyken a...
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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 answers the following questions a...
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