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
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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June 10, 2025 • 29 mins
Navigating Multiple Customer Segments, Needs, and Expectations
Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.
This episode of Amazing Business Radio with Shep Hyken answe...
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June 3, 2025 • 31 mins
How Positive Leadership Transforms Workplace Culture and Elevates Customer Experience
Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences.
This episode of Amazing Business ...
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May 27, 2025 • 30 mins
Maintaining Consistent Customer Service Standards Across Every Location
Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses maintain consistent cus...
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May 20, 2025 • 31 mins
Building Trust with AI in Customer Support
Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
...
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May 13, 2025 • 28 mins
When Technological Innovation Meets Human-Centered Experience
Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a ...
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May 6, 2025 • 29 mins
Turning Customer and Employee Feedback into a Strategy for Success
Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Ho...
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April 29, 2025 • 30 mins
Empowering Employees to Meet Customer Expectations
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a 'wow moment' in customer interactions?
How can organizations operationalize positive customer feedback?
How can an organization create a workplace culture focused on providing an amazing customer experience?
Why is it important for employees to have clea...
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