Amazing Business Radio

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 15, 2026 22 mins
Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering best-in-class customer experience by hiring for empathy, leveraging technology, and embracing authentic customer service as a strategy. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:&...
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Creating the Emotional Resonance that Connects Customers and Brands Shep interviews Bob Rogers, a former Disney employee, founder of BRC Imagination Arts and author of DEEP STORY™. He talks about how businesses can build lasting customer relationships by starting with the heart, using storytelling to create emotional connections, and transforming customers’ identities through memorabl...
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How to Improve Performance with Gamification and Feedback Shep interviews Jimmy Chebat, founder and CEO of ZIZO Technologies. He talks about how employee engagement and retention can be intentionally designed and improved through positive feedback, gamification, and purposeful organizational design.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How does employee e...
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How AI and Behavioral Science Are Transforming Customer Experience    Shep interviews Roger Dooley, keynote speaker and author of The Persuasion Engine. He talks about how AI and neuromarketing tools help businesses predict consumer behavior, measure emotional reactions, and avoid costly customer experience mistakes.     This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    ...
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How Consistent Values Drive Unforgettable Service   Shep interviews Cheryl Christensen, Sr. Vice President of Operations at Gathering Place. She talks about her journey from frontline roles to leadership at Disney and the impact of culture, service, and growth opportunities.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:     What is the best way to ...
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How Values Drive Company Culture and Customer Satisfaction    Shep interviews Paul Ingram, Kravis Professor of Business at Columbia Business School and author of What Do You Really Stand For?. He discusses how aligned organizational values create a stronger company culture, improves employee retention, and ultimately enhances the customer experience.    This episode of Amazing Business Radio with Shep Hyken answers the ...
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Leveraging AI Efficiency and Human Insight  Shep interviews Filip Jaskólski, Chief Product Officer at Text. He talks about how customer service, empowered by AI and human collaboration, can shift from being a cost center to a revenue generator for businesses.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can customer service move from a cost center...
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Balancing Productivity and Customer Satisfaction with Automation  Shep interviews Jeff Fettes, founder and CEO of Laivly. He talks about how organizations can integrate AI across the entire customer service journey to empower agents and advance business goals rather than relying on vanity metrics.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How ...
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The Return on Investment of Good Customer Reviews  Shep interviews Daniel Vivarelli, founder of Starloop. He talks about how customer reviews build business reputations and Starloop’s unique model of planting a tree for every review to drive ethical engagement and market leadership.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  &nbs...
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Building Employee Engagement for Better Customer Outcomes    Shep interviews Mark Valentino, Head of Business Banking at Citizens Bank. He talks about engaging and retaining the new generation of employees by creating a workplace culture that prioritizes meaning, flexibility, and personal growth. Shep has often written that what happens inside of an organization is felt by customers on the outsi...
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Using AI to Enhance, Not Replace, Customer Relationships with Natalie Beckerman  Balancing AI Efficiency and Humanity in Customer Service  Shep interviews Natalie Beckerman, Chief Business Officer at iQor Inc. and author of When Did You Stop Caring? She talks about why organizations need to balance efficiency and humanity in customer service.  This episode of Amazing Business Radio with...
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How Consistency and Convenience Create Loyal Customers  Shep interviews Greg Tucker, CEO, Tucker & Company, and author of Frictionless Brand Experience. He discusses the sources of friction that hinder the delivery of a brand promise and strategies for identifying and eliminating them.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  &nb...
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How Unconscious Experiences Shape Customer Loyalty  Shep interviews Lou Carbone, Founder and CEO (Chief Experience Officer) of Experience Engineering®, Inc. He talks about how emotionally resonant experiences create customer loyalty and distinctive brand value.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does emotional im...
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Creating Future-Focused Customer Interactions  Shep interviews Zee Hussain, Head of Global Enterprise Solutions at AT&T Business. He talks about how businesses can elevate customer experiences by anticipating future needs, leveraging industry expertise, and becoming their trusted partner.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   What ...
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Building Customer Loyalty Through Experience and Community  Shep interviews Sujay Saha, founder and CEO of Cortico-X. He talks about how aligning customer experience with pricing and expectations drives value.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is return on experience (ROX) and how can businesses measure it?  How can businesses ...
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How a Unified Communication System Empowers Employees and Delights Customers  Shep interviews Damon Covey, General Manager of Unified Communications and Collaboration at GoTo. He talks about the importance of tailored, unified communication systems that reduce friction for both employees and customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What...
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Listening, Learning, and Problem-Solving with Empathy  Shep interviews Rob Jolles, keynote speaker, five-time bestselling author, and host of The Presentation Whisperer Show. He talks about the importance of authentic communication, empathy, and intent in delivering exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Wh...
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Using Customer Feedback to Understand and Delight Customers  Shep interviews Natalie Jackson, founder of Crescent Consultancy. She talks about leveraging customer and employee feedback to deliver exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the "listening gap" in customer experience?  How can...
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AI-Powered, Human-Centric Customer Experiences  Shep interviews Aaron Cannon, co-founder and CEO of Outset. He talks about how AI-moderated research moves beyond traditional surveys to deliver relevant, nuanced customer feedback and customer-centric experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI-moderated research i...
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Trust, Proactivity, and AI in Customer Service  Shep interviews John Kim, CEO of Delight.ai. He talks about moving beyond simple automation to create personalized, proactive interactions that build trust and delight customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming customer experience across different industries?  ...
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