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
May 7, 2024 • 34 mins
Empowering Customer Interactions and Employee Engagement
Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is customer experience being transformed using AI?
Wha...
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April 30, 2024 • 25 mins
Acquire and Keep Clients for Life
Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies creat...
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April 23, 2024 • 23 mins
How Building Resilience Can Positively Impact Customer Service
Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance....
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April 16, 2024 • 30 mins
How to Seamlessly Implement AI into Your Customer Support Process
Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does AI impact customer experience and satisfaction?
What are the ke...
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April 9, 2024 • 26 mins
How to Elevate Customer Experience and Strengthen Loyalty
Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What five steps are crucia...
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April 2, 2024 • 26 mins
The Impact of “Customer Research” on Achieving Customer Success
Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is it essential for companies to understand the specif...
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March 26, 2024 • 29 mins
Embracing AI for Marketing and Customer Experience
Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies use AI effect...
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March 19, 2024 • 27 mins
How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs
Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can technology ...
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March 12, 2024 • 30 mins
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses create experiences that get repeat business and nurture brand loyalty?
How can businesses think outside the box to create fan-like loyalty among their customer base?
What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?
What can traditional busin...
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March 5, 2024 • 27 mins
A Company Culture of Good
Happy Employees, Satisfied Customers, and Supportive Communities
Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can a compan...
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February 27, 2024 • 26 mins
Transforming Your Business and Customer Experience
Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative.
This episode of Amazing Business Radio with Shep Hyken answers the following question...
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February 20, 2024 • 28 mins
Identifying and Eliminating Friction for Your Customers and Employees
Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience.
Top Takeaways:
If friction in business processes cannot immediately be fully elimin...
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February 15, 2024 • 33 mins
Balancing Technology and Human Support in CX
Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is artificial intelligence used to improve customer interactions in contact centers?
What are the ...
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February 6, 2024 • 28 mins
The Latest Trends in Customer Loyalty Programs
Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are the latest t...
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January 30, 2024 • 26 mins
Committing to Customer Centricity
Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are th...
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January 23, 2024 • 30 mins
Generative AI's Impact on Customer Service and Employee Empowerment
Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry.
Top Takeaways:
Staying ahead of industry trends involves embraci...
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January 16, 2024 • 27 mins
Creating a Culture of Extreme Accountability and Elite Performance
Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career.
Top Takeaways:
Shep’s Comment: Some may not see this as a customer service or CX interview. ...
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January 9, 2024 • 28 mins
Using AI and Automation to Create an Amazing Customer Service Experience
Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape.
Top Takeaways:
AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.
By learning customers’ and agents’ patter...
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January 2, 2024 • 22 mins
The Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024
In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights.
Top Takeaways:
Customers are smarter than ever before. They ar...
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December 26, 2023 • 28 mins
Understanding Customer Behavior
Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers.
Top Takeaways:
The customer's perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organiz...
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