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
January 14, 2025 • 28 mins
How Storytelling Transforms Guest Experience
Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is hospitality mentality?
What role does story...
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January 7, 2025 • 31 mins
Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization
Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing.
Th...
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December 31, 2024 • 25 mins
How to Use Customer Feedback to Transform Your Business
Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation.
This episode of Amazing Business Radio with Shep Hyken answers the following questions ...
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December 24, 2024 • 26 mins
How an Amazing Customer Experience Can Be a Differentiator for Your Brand
Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey.
This episode of Amazing ...
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December 17, 2024 • 29 mins
Designing Impactful Customer and Community Engagement
Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies integrate t...
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December 10, 2024 • 35 mins
Gathering, Acknowledging, and Responding to Customer Feedback
Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and ...
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December 3, 2024 • 28 mins
How to Reduce Friction and Create Customer Loyalty
Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively integrate new technology into existing systems to enh...
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November 26, 2024 • 29 mins
Using AI to Help Human Agents Connect and Build Relationships with Customers
Shep Hyken interviews Christina McAllister, senior analyst at Forrester. She talks about the evolving role of AI in contact centers and how it enhances, customer service, human interactions, and deepens customer relationships without losing the human touch.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: ...
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November 19, 2024 • 26 mins
Creating a Company Identity That Transforms Customer Experience
Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a brand promise?
What ...
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November 12, 2024 • 27 mins
Building a Brand Customers Love
Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.
This episode of Amazing Business Radio with Shep Hyken answers the follow...
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November 5, 2024 • 29 mins
Leveraging Technology to Create Personalized Experiences
Shep Hyken interviews Anurag Dhingra, SVP and General Manager of Cisco Collaboration. He talks about using AI to bridge the gap between consumer expectations and satisfaction by enhancing both customer and employee experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses bridge the gap between cust...
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October 29, 2024 • 30 mins
Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers
Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively balance cu...
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October 22, 2024 • 24 mins
Transforming Customer Support with Technology and Empathy
Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does enhancing the employee experience c...
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October 15, 2024 • 26 mins
Aligning Business Goals with Customer Needs
Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is an OKR?
How do customer-centric OKRs help teams fo...
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October 8, 2024 • 27 mins
How Personalized Customer Experiences Can Drive Business Growth
Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI's potential to enhance personalization and the impact of tailored customer experiences on business growth.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
...
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October 1, 2024 • 26 mins
AI's Growing Impact on Employee and Customer Experience
Shep Hyken interviews Jim Payne, Director of Product Marketing, Customer Engagement at RingCentral. He talks about how AI is transforming both customer and employee interactions by enhancing productivity and efficiency.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is AI transforming both employee and customer exper...
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September 24, 2024 • 26 mins
The Impact of the Employee Experience on the Client Experience
Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does a positive employee experience translat...
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September 17, 2024 • 26 mins
Effectively Integrating AI into Customer Service
Shep Hyken interviews Laura Burgess, senior research analyst at Capterra (a division of Gartner), a trusted software and services marketplace that offers a wide range of solutions to help organizations meet many of their business needs. She talks about how AI is transforming customer service and how organizations can balance digital interactions with the human touch to enhance custo...
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September 10, 2024 • 27 mins
Implementing The 5 A's of Successful Customer Engagement
Shep Hyken interviews Brett Frazer, co-founder of Service Matters, LLC and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement. He talks about shifting customer service from a cost center to a value center and outlines the 5 A's framework for adding value to every customer engagement.
This episode of Amazing Business Radio with...
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September 3, 2024 • 26 mins
Using the Hospitality Mentality to Shape Your Company Culture
Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer experience.
This episode of Amazing...
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