Shep Hyken
Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
When Customer Experience Becomes Customer Transformation
My favorite business book ever written is The Experience Economyby Joe Pine and Jim Gilmore. I’ve written and talked about this business classic many...
New Year’s Resolutions: Stop Doing These in 2026
Happy New Year! This is the season when many people (and companies) take time to reset and prepare to kick off the new year....
My Top CX Predictions for 2026 and How to Make Them Come True
It’s that time of year when I write articles featuring my customer service and customer experience predictions and trends. This year’s predictions were featured...
Gen Z’s Influence on Customer Experience and Loyalty with Craig Crisler
Community, Loyalty, and Human Touch in Customer Experience Shep interviews Shep interviews Craig Crisler, CEO and co-founder of SupportNinja. He talks about how brands...
The AI-Powered Evolution of Customer Support with Cisco’s Jay Patel
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...
How Verizon Is Setting a New Standard for Customer Experience with Sampath
How Samsung Turns Customer Service Calls into Opportunities for Customer Delight Shep interviews Sowmyanarayan Sampath (known simply as Sampath), Chief Executive Officer of Verizon...
Samsung’s Speed, Simplicity, and Service with Mark Williams
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...
Artificial Incompetence: An Undesirable Version of AI and Other CX Risks
I’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers...
What Customers Really Expect from Brands with Kenji Hayward
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...
How to Operationalize WOW Experiences with Eric D. Stone
Empowering Employees to Meet Customer Expectations Shep interviews Eric D. Stone, founder of Clear Path Ventures and author of Jumpstart Your Workplace Culture. He talks...
The Benefits of AI-Powered Customer Experience with Isabelle Zdatny
The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience Shep interviews Isabelle Zdatny, Head of Thought Leadership with...
The Dollar Convenience Club
I just received an email from the Dollar Shave Club. I’ve been a member (as in customer) of the “club” for more than 10...
Five Things Not to Do When Giving Gifts to Customers and Employees
Valentine’s Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. I’ve...
The Evolving Role of AI in Customer Service with Cisco’s Anurag Dhingra
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...
How Aligned Teams Can Supercharge Your Customer Experience with Alan Williams
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...
Revolutionizing Customer Connections: Digital Strategies with Elisabeth Zornes
Podcast Partnering with Customers to Co-create an Amazing Customer Experience Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution…
Stop It: Ten Bad Customer Service and CX Habits You Need to Stop
Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on...
The Power of Human-Applied AI with Verizon CXO Brian Higgins
Podcast This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Will AI replace human employees? How can AI and human employees…
Embracing AI to Enhance Customer and Employee Experience with Elizabeth Tobey
How to Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She...
Three Customer Service and CX Metrics Every Employee Needs to Understand
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that...