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
October 28, 2025 • 29 mins
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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October 21, 2025 • 28 mins
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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October 14, 2025 • 30 mins
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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October 7, 2025 • 26 mins
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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September 30, 2025 • 27 mins
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 workplace culture have on th...
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September 23, 2025 • 29 mins
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?
How can businesses per...
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September 16, 2025 • 31 mins
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 experience strategy?
Wha...
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September 9, 2025 • 29 mins
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 makes loyalty programs app...
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September 2, 2025 • 31 mins
Cultivating Trust and Loyalty in the Age of AI
Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is human-centric AI?
How can companies find the right balance between ...
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August 26, 2025 • 27 mins
How Internal Employee Experience Drives Exceptional Customer Service
Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does a positive com...
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August 19, 2025 • 28 mins
AI, IVR, and the Human Touch in Contact Centers
Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why do many customers still prefer voice support over digital self-service or...
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August 12, 2025 • 29 mins
Transforming Transactional Employees to Loyal Teams
Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is swift trust?
How does internal...
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August 5, 2025 • 30 mins
Turning Customer Data into Customer-Centric Decisions
Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does data-driven decision-making improve customer ...
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July 29, 2025 • 29 mins
Balancing AI and Human Collaboration
Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively balance AI au...
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July 22, 2025 • 30 mins
What's Next in AI, Self-Service, and Customer Service?
Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is AI transformin...
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July 15, 2025 • 21 mins
Customer Care's Evolution From Cost Center to Profit Center
Shep interviews Sowmyanarayan Sampath (known simply as Sampath), Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and...
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July 8, 2025 • 27 mins
Meeting Customers Where They Want
Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How has text messaging evolved as a preferred channel for customer communication for customers?
Why ...
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July 1, 2025 • 27 mins
Handling Mistakes and Exceeding Customer Expectations
Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry.
This episode of Amazing Business Radio with Shep Hyken an...
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June 24, 2025 • 28 mins
Customer Experience as the Ultimate Global Differentiator
Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How ca...
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June 17, 2025 • 28 mins
How Samsung Turns Customer Service Calls into Opportunities for Customer Delight
Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience.
This episode of Amazing Business Radio with Shep Hyken answers the follo...
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