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
December 23, 2025 • 27 mins
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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December 16, 2025 • 27 mins
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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December 9, 2025 • 27 mins
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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December 2, 2025 • 27 mins
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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November 25, 2025 • 27 mins
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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November 18, 2025 • 27 mins
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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November 11, 2025 • 26 mins
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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November 4, 2025 • 27 mins
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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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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