Amazing Business Radio

Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue... He gives advice on how to create an amazing customer experience. His number one suggestion (right now) is to start with the culture of the company and the employee experience. The Interview with Rebecca Martin:Companies want to insert emotion into the customer experience. Emotion, or human connection, is what drives customer loyalty.There needs to be a balance between technology and human connection. Too much reliance on technology can make customers feel displaced.Chatbots and similar technologies are not replacing call center agents. By handling first-level calls, they are elevating the role of agents. This creates more of a career path within contact centers.There is a higher call volume with more difficult problems reaching contact center agents. Companies need to reflect this change with improved training for their agents, so they can effectively and efficiently handle more difficult calls.The phone is not dead in the support/contact center; it is simply used for different purposes.The top three things that drive customer loyalty are quality products, action from the company in response to a complaint, and ease and efficiency of contacting the company. However, if the last two aren’t in place, customers will take their business elsewhere – even if the product is good.About: Rebecca Martin is the Chief Marketing Officer at Calabrio, a customer engagement analytics software company. She has nearly 20 years of experience in the emerging technology industry. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Quote: “There’s a time and a place for digital interaction. There is always a place for human interaction.” - Rebecca Martin Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”  In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell:Any and every company should consider implementing a subscription model. It brings the relationship with the customer to the forefront and ties it directly to company profit, which has been the trend since the beginning of business.Subscription is the future of business regardless of industry. It creates more convenience for your customers and generates a steady source of income for your business.Companies who nurture and prioritize their relationships with their customers are more likely to succeed and win in business. Companies need to build a culture that is “customer-obsessed.”The two major factors in success are hiring and culture. Culture begins with good hiring; everyone needs to be on the same page so that culture can permeate through the whole business. What’s felt by employees on the inside of a business will be felt by customers on the outside.It can be difficult to hire the right people, but you must prioritize this. Seek employees who are “obsessed with the pursuit of truth.” This means they will be less arrogant, more driven, and more open-minded—all important qualities that will spell out success for your business.Having a relationship with your customers gives you a competitive edge. It grants you a better understanding of what customers want, what they need, and what they value. In an increasingly competitive environment, this can either make or break your company; more often than not, “whoever gets closest to the customer wins.”Quote:  “Whoever gets closest to the customer wins.” - Patrick Campbell About: Patrick Campbell is the co-founder and CEO of ProfitWell (formerly Price Intelligently). Previously, he has worked at Strategic Initiatives, Google, BridgeBright, and the United States Department of Defense. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. Top Takeaways:The workforce industry is migrating to the gig economy (also known as the freelance economy), which describes the increasing preference in society for convenience and instant gratification. Businesses have an increased tendency to hire independent contractors and short-term workers, while workers have an increased availability for these types of contracts.In a gig-type model, the need to fully understand your business and forecast its needs is crucial. Third-party contact centers can help large companies navigate freelance workforce management.Resources for freelance workers include Fiverr and Upwork. Freelancers can post their skills and services on these websites, and employers can search the database to find an worker that will fulfill their needs.Gig workers can be a less expensive option to fill gaps in the workforce, allowing organizations to avoid things like payroll taxes and benefits for part-timers.There is difference in impact between the gig worker and the full-time employee. If you’re not forecasting and scheduling gig workers appropriately, it could become a cost for your business. However, when done right, gig workers can prove a very cost-effective way to provide customer support.The gig economy appeals to young workers because it gives them more control over their careers, great experience, more exposure, and faster networking. This allows for better work-life balance, which is a priority for many millennials and Gen Z workers. About: Chrissy Cowell is the Director for Work Force Optimization Product Management at Aspect. Across her 18 year career in the contact center industry, she has worked with various WFOs and BPOs in addition to assuming other roles such as account director, consultant, marketing manager, and quality manager. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Quote: “It’s important to make on-demand gig employees feel engaged and provide motivation to keep them involved and engaged in your business.” – Chrissy Cowell Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough.  Shep Hyken’s opening monologue is about consistency. Three important points:Your product has to meet the customer s needs every time.Your omni-channel presence must have a consistent experience.The attitude of the employees must be consistent.Top Takeaways:You have to proactively ensure that you’re delivering success to your customers. If you wait until they call you to voice their complaints, it may be too late.Because of the subscription model and the numerous options available to consumers, they don’t have to be loyal to any one company. If you can’t deliver your customer’s desired outcome, they will find someone else who can.Keeping your customers happy isn’t enough anymore. Today, they have to get more value from you than they can get anywhere else. This is why Jeff Bezos says he isn’t scared of his competitors. He’s scared of his customers, because they have the choice to leave every day.Companies are realizing that they need somebody whose job is to ensure customers are getting maximum value. According to LinkedIn, the third fastest growing job title in 2018 is Customer Success Manager.You have to proactively ensure your customers are achieving their desired outcome. Three ways to do that are:Start at the beginning of the process by on-boarding the customer and getting them up to speed on how to use your product/service.Ask them what it will take for them to continue doing business with you in the future.Reach out to them over time to make sure they’re getting value and reaching their desired outcomes.About: Nick Mehta is the CEO of Gainsight. In his six years as CEO, he’s secured over $156 million in funding, expanded the employee base to over 500 employees, and been recognized as the third best SAAS CEO out of 5,000 nominees. He also co-authored the book Customer Success: How Innovative Companies Are Reducing Churn And Growing Recurring Revenue. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business.  Top Takeaways:The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B. It allows companies to switch from selling products to selling a service that consumers can use while transforming an industry for the better.The subscription model is a win-win for customers and businesses. For businesses: It scales better, is easier to run, and guarantees recurring revenue. For the customer, it’s less expensive and more convenient.To jump into the subscription economy, start with a view of what your customers are doing with you and track all of the usage and interactions. This allows you to understand how you can broaden your footprint with the customer and create a more meaningful relationship.Anybody can take your product, reverse engineer it, and offer a clone to their customers. If your competitive advantage isn’t based on your product but instead your knowledge of what your customers are doing and the relationships you have with them, that is a much stronger position to be in.About: Tien Tzuo is the CEO and founder of Zuora. Previously, he was the 11th employee of Salesforce working as the Chief Strategy Officer and CMO for eight years. He’s also the bestselling author of Subscribe: Why the Subscription Model Will Be Your Company’s Future and What to do About It. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways:We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.Use technology to remove tedious tasks you don’t want to do, and let it lead you to places you can connect in a human way.If you’re in a business meeting or networking event, put your technology away and be present with the people you’re with.Customer service operations are increasingly reliant on technology to scale, save money and remove human error. This is a big mistake because the human touch will always be important, regardless of what technology does.85% of the global workforce is disengaged. To engage your employees, create an experience where they do meaningful work with people who are supportive of them.Consumers want options to connect with you and flexibility with how they interact with your company. You have to meet them where they are and how they want to interact with you. It’s less about you and more about them, their choices and how they want to do business.You must be empathetic towards what customers and employees are going through. People are suffering and are challenged in many ways that you may not physically see.About: Dan Schawbel is the research director of Future Workplace and managing partner of Millennial Branding. He’s also a keynote speaker and NYT bestselling author. His new book is Back To Human: How Great Leaders Create Connection In The Age Of Isolation. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways:Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level. It starts with the leadership defining and driving the customer experience initiative and permeates through the entire organization.Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all the way through the sales, service, and support process.One of the biggest consumer demands is turn around time. How quickly you respond to emails, answer phone calls, and ship products are all part of the customer experience.You’ll see significant improvement and change to your customer experience initiative when the C-Suite gets involved from the beginning by creating priority, strategy, communication, expectations, and budget.Your customer experience initiative is an ongoing process that must be measured and refined over time.Omnichannel means offering the consumer their preferred channels and methods to communicate with your company. Customers expect companies they do business with to support communication through multiple channels.About: Christa Heibel is the founder of CH Consulting Group, a firm that helps organizations execute and implement contact center and customer experience strategies. For the last 25 years, Christa has dominated the contact center as an influencer and C-suite business growth and strategy expert. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery. Instead, they focus on themselves instead of the customer.Sam recommends moving incentives into your employees base pay. If you hire someone to deliver a good customer experience, it should be part of their job description and be reflected in their salary.How a customer remembers an experience will be guided by two factors:The peak moment in that experience, whether it was good or bad.How the experience ended. If you end an experience with a long drawn out survey or an unauthentic pitch to leave a good review, that last experience will be the most salient in the customer’s mind.Sam shared five myths about monetary customer experience incentives and why they’re a bad idea.Signal Myth: A monetary incentive for good CX doesn’t say, “We value great customer experience and our loyal customers above all else. It says, “We value it as much as everything else we have a monetary incentive for.”Control Myth: Companies create boring workplaces with too many rules and restrictions. They then blame employees for being bored and “lazy”.Effectiveness Myth: Even if money influences good behaviors, it’ll only work in the short term and for discreet tasks that rarely make a great customer experience.Motivation Myth: People love to make money, but they aren’t motivated by it beyond their needs being met. Making progress on important work, getting things done that matter, and connecting with peers matter is also important.Retooling Myth: Employees are creative and will always find a way to game any incentive system. You will constantly have to refine and update it to get rid of the bad behaviors the incentives create.About: Sam Stern is a principal analyst at Forrester’s customer experience research practice. His research focuses on customer-centric culture, employee engagement, and deploying different research techniques to create better experiences. Sam is also the host of CX Cast, Forrester’s weekly customer experience podcast. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted! Top Takeaways:6 Convenience PrinciplesReduce Friction – Make doing business with you as easy as possible.Self-service – Let your customers control the transaction/interaction.Technology – Create new processes, tools and ways of interacting that make life easier for customers.Subscription – Establish automated, scheduled delivery of products and services that people use on a regular basis.Delivery – Bring the product to the customer, rather than making the customer go to the product.Access – Be available to your customers by location and/or hours of operation.About: Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. To learn more about the latest book visit www.BeConvenient.com. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: What is the most convenient company to do business with?How can I use convenience to create better customer experiences?How can I be more convenient to create a better customer experience?How can I disrupt my competition?How can I take my customer service to the next level? Learn more about your ad choices. Visit megaphone.fm/adchoices

A People-First, Tech-Enhanced Approach to Customer Care  Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can balancing technology and personal interaction improve customer loyalty?  How does a strong internal culture impact the overall customer experience?  Why is it important to offer customers a choice between AI tools and human interaction?  How can handwritten notes or personalized follow-ups boost brand loyalty?  How are emerging technologies like AI used to support, not replace, employees?  Top Takeaways:    Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues.   While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty.  While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems.  When it’s possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can relate to customers on a more personal level, anticipate needs, and respond to unique local situations with empathy.   An organization's internal culture directly impacts the customer experience. When companies invest in their teams, employees become more engaged and committed to the company’s mission.   Low employee attrition and high job satisfaction translate into more engaged agents who use their experience and empathy to better serve customers and contribute to a strong, positive brand reputation.  Personal touches like sending handwritten or personalized cards after customer interactions make a lasting impression. Even when automation is used to scale these efforts, cards that reference specific details from the customer's experience strengthen the sense of genuine care and appreciation that employees and companies have for them.  The State of Customer Service and CX study shows that most customers prefer to use the phone to resolve issues, especially when something goes wrong. This preference cuts across generational lines and is even more needed for emotional or complicated customer concerns. Even though self-service solutions boost efficiency, providing an easy way to speak with a real person when automation is not enough prevents frustration with impersonal digital-only solutions.  Customers love to do business with companies that contribute to their communities and support local causes. When companies are transparent about their community engagement, whether it’s through financial contributions or volunteering, it not only makes employees proud to work there but also builds trust within the community.  When leaders consistently embody the business's values and mission and actively support both customers and employees, the effects are felt throughout the organization. Employees become brand ambassadors, invested not only in day-to-day tasks but also in the company's larger purpose. It creates a workplace where employees want to stay, and customers want to do business. Plus, Jenni shares how Gas South has earned thousands of outstanding 5-star Google reviews. Tune in!  Quote:   "Embracing technology is important, but customers should always have the choice to speak to a human when they need to."  About:     Jenni Hawkins is Vice President of Customer Care at Gas South and has previously held leadership roles at Delta Air Lines, CBORD/Roper Technologies, and Delta Community Credit Union. Since 2021, Jenni Hawkins has helped Gas South achieve record customer satisfaction and thousands of 5-star Google reviews.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Creating an Environment that Employees and Customers Love  Shep interviews Lisa Nichols, CEO and co-founder of Technology Partners and author of Something Extra. She discusses the importance of employee experience, leadership, and organizational culture in delivering exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the connection between employee experience and customer experience?  How does company culture impact the way customers perceive an organization?  Why is employee retention important for delivering consistent customer service?  Why is consistency key to building customer trust and confidence?  What role does leadership play in ensuring a positive customer experience?  Top Takeaways:    How employees are treated within an organization directly impacts how customers perceive and experience the company. When employees feel valued, cared for, and seen, they bring that same energy to every customer interaction.  Employee tenure is an indicator of a healthy workplace, where people feel fulfilled and are unlikely to leave even when opportunities elsewhere arise.  The goal for leaders is to provide opportunities for growth that equip employees with the skills to thrive. Then create a work environment they love and don't want to leave.   Core values must be more than just words on a wall. A great work culture shows up in the hallways, meeting rooms, and customer interactions.   What happens inside the organization is felt by customers on the outside. The leadership, the organization’s mission statement, and the team must be aligned, because those on the front lines deliver the customer experience.  People want to know what to expect when they do business with you. Consistent actions and reliable results create trust, which is just as important as product quality.   The consistency and trust built over time make customers confident that, when mistakes occur, the company will address them openly and make things right. Customers don’t expect perfect performance, but they do expect reliability.  Successful leaders aren't afraid to ask questions or adopt new ideas. Some of the best lessons come from listening to other people's stories. Leaders who seek feedback and absorb wisdom from others consistently improve.  Plus, Lisa shares more insights from her book, Something Extra: Uncover Your Strengths. Unlock Your Potential. Unleash Your Impact. Tune in!   Quote:   "If we take care of our employees, they're going to take care of our customers, and then our success will follow."  About:    Lisa Nichols, CEO and co-founder of Technology Partners, is the author of Something Extra and a top-ranked podcast host, mentoring leaders to embrace the unique qualities that set them apart.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Repeat Business into True Loyalty  Shep interviews Lisa Checchio, Chief Commercial Officer at EBG. She talks about how a hospitality mindset that is focused on making customers feel valued and appreciated, builds real loyalty in any industry.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is hospitality mentality, and how does it enhance customer experience in any industry?  Are loyalty programs effective?  Why is customer perception important to business success?  How do word-of-mouth recommendations influence customer experience?  How does company culture shape customer experience?  Top Takeaways:    We can't talk about customer experience without talking about hospitality. No matter the industry, whether B2B, B2C, or government, the “hospitality mentality” is about making every interaction welcoming and memorable. At its core, hospitality is about making people feel valued, appreciated, and at home, regardless of whether they're a first-time visitor or a loyal customer.  A great customer experience comes from intentionally designing interactions that help people feel seen, heard, and comfortable. It's no longer just about products or services. Brands need to focus on making things easy for customers and creating genuine human connections, even in digital channels, so that every touchpoint feels welcoming and personal.  Focus with the end in mind. What matters most is how your customers feel and what they say about your brand when they leave.   Most loyalty programs are discount programs. The problem is that customers become loyal to the perks rather than to the company. So when the loyalty program is changed, or another company offers a better reward, customers walk away because they do not have a relationship with the brand.  Loyalty programs should go beyond points or discounts. True loyalty is built on relationships and trust. Customers return when they feel an emotional connection, not just because of rewards or perks.  A culture of hospitality starts inside the organization. Every employee, not just those in customer-facing roles, impacts the customer experience. A strong internal culture, from the frontlines to behind the scenes, helps create a consistent, welcoming experience that reflects the company’s values.  Find ways to make your online or digital experiences as welcoming and personal as face-to-face interactions. Even as digital tools make things more efficient, people still crave human touch and connection.   Plus, Shep and Lisa discuss why word of mouth inspired by amazing experiences is the most powerful marketing a brand could have. Tune in!  Quote:   "Loyalty is not just a program. It’s a relationship. We can't expect customers to be loyal simply because we ask them to. Loyalty is earned through trust. We need to give them reasons to stay and reward them for being ambassadors who share our brand with others."  About:    Lisa Checchio is the Chief Commercial Officer at EBG. She oversees entertainment, travel, and shopping platforms that create valuable experiences and savings for employees and members.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

How Intentional Leadership Creates Customer Experience Alignment  Shep interviews Jeannie Walters, Founder of Experience Investigators. She talks about why intentional leadership and a clear customer experience mission are essential for building proactive customer experiences in today's AI-driven world.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for companies to define their customer experience mission statement?  How can organizations align their mindset and strategies to improve the customer journey?  How can artificial intelligence amplify both positive and negative customer experiences?  Why is every customer complaint considered a cost center for businesses?  How does proactive customer experience lead to profitability?  Top Takeaways:    Experience is everything in today’s competitive environment. By defining a clear customer experience mission, leading with intention, using proactive strategies, and thoughtfully utilizing technology, organizations can create memorable experiences that keep customers coming back.  Organizations often have good intentions around customer experience, but real results come from intentional leadership. It's not enough to simply want to serve customers well. The mindset, strategy, and discipline of leadership must be aligned to drive consistent outcomes.  You can't deliver what you don't define. Every organization needs a customer experience mission statement. Because if we are not aligned, we will rely on judgment calls based on individual values and backgrounds, leading to inconsistent customer experiences.  The customer experience mission statement is all about the heart of the organization. It is not about the products, but about what we are doing with them to improve our customers' lives and businesses. It should answer two questions: Who are we to our customers, and how do we show up for them, no matter what?  Many companies operate in a reactive mode, resolving issues only when customers complain or ask for help. This is costly and inefficient. Proactive customer experience is intentional and designed to help prevent problems before they happen, turning customer experience into a growth driver rather than just a cost center.  Failing to address recurring customer complaints costs organizations time and money. Customer support teams should use complaints as signals on what elements of the customer's journey need improvement.  Artificial intelligence is a powerful tool, but it’s not a strategy in itself. It amplifies whatever processes and experiences are already in place. If organizations automate bad processes, they simply amplify customer frustration. AI should be thoughtfully integrated to enhance the customer journey, not just to reduce costs.  Jeannie offers early buyers an exclusive invitation to her book club, a companion booklet, and advance access to chapters of Experience is Everything. Check it out at experienceiseverythingbook.com.  Plus, Jeannie and Shep treat listeners to more insights from Experience Is Everything. Tune in!  Quote:   "Every complaint is a cost center because it could mean extra resources are spent on problem-solving instead of growth."    About:    Jeannie Walters, CCXP, CSP, is the Founder of Experience Investigators, an award-winning customer experience expert, author, and keynote speaker.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

The Impact of AI Voice Technology on Customer Engagement  Shep interviews Alex Levin, CEO and co-founder of Regal. He talks about how AI-driven voice technology is transforming customer experience by making brand interactions more personal, efficient, and human-like.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI revolutionizing voice-based customer interactions in modern contact centers?  What are the advantages of using voice over text for customer engagement?  How can AI-powered agents improve customer satisfaction and retention rates?  What role does personalization play in building a strong customer experience?  How are businesses leveraging new technology to proactively reach out to customers?  Top Takeaways:    AI-powered voice technology is creating customer experiences so lifelike that they're almost indistinguishable from human agents. This is not created to deceive customers but to provide great experiences, and with the transparency that should come with interacting with AI.  Despite all the advancements in texting, chatbots, and automation, the majority of customers still prefer to interact by voice, especially when they have complex or urgent issues. Since humans often think and speak faster than they type, voice interactions allow customers to have richer, more nuanced interactions with the brands they do business with.  AI-powered agents can remember every detail of a customer's history and use that to solve real-time problems. They can predict needs and personalize conversations at scale. This level of personalization is reminiscent of the “good old days” when support and sales agents knew their customers personally, but at a scale that wasn’t possible before.  Building trust with AI often happens within the first ten seconds. Transparency about when customers are interacting with AI is important. The most successful AI experiences are those that match or exceed human-level service, especially in building trust and rapport.  The cost for businesses using AI for customer support has drastically decreased. This opens new opportunities for businesses to reach customers they were unable to serve before. More than just a cost-cutting tool, AI is a tool for growth.  Current AI agents can independently handle about 97% of customer interactions across complex industries such as banking, insurance, and healthcare. Customers are already responding to positive AI experiences by becoming more loyal and trusting of those brands.   Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in!  Quote:   "The easiest way to engage with a brand when you're in the moment of need is voice. You talk faster than you type. When you have an issue, like your credit card being used incorrectly or a missed delivery, you want to talk on the phone, not type it out.”  About:    Alex Levin is the CEO and co-founder of Regal, a company that helps enterprise brands reconnect with customers through AI-driven voice and text experiences. His approach centers on building trust and improving outreach, enabling brands to drive revenue through more timely, personal engagement.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Elevating Customer Support Teams with Smart AI Integration  Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What impact does self-service technology have on customer satisfaction?  How can AI self-service and human support work together effectively?   What drives customers to switch companies due to poor self-service?  What makes customers more forgiving of mistakes by human agents than AI systems?  Why should businesses view customer service as a revenue center rather than a cost center?  Top Takeaways:    Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied.  California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results.  AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents.  The customer support department is a revenue center. Delivering consistently excellent experiences leads to higher retention rates, repeat business, and positive reviews.   Customers of different ages have distinct preferences for how they interact with support. Older customers lean towards phone support, while younger generations prefer chat or digital channels. But both demographics still want the assurance of being able to call a support agent if their problem isn’t resolved online.  Leading companies like Amazon have set the standard for customer support by combining AI for routine tasks with proactive escalation to human agents when needed. They have created a seamless customer experience by enabling quick, easy connection with knowledgeable support agents and avoiding the need to repeat themselves to get their issue resolved.   Regular customers sustain and grow a company. Regular customers drive steady revenue and are typically the brand's biggest advocates.  The future of customer service lies in integrating effective technology with empowered employees. Companies that invest in effective digital solutions and well-trained customer specialists are best positioned to create positive experiences, adapt to customer preferences, and succeed in a competitive marketplace.  Effective customer support isn’t rocket science. The technology exists today to empower both businesses and consumers with choice and flexibility, and it is more affordable than it was five or ten years ago. The real differentiator is the willingness to implement these solutions and put the customer’s needs first.   Quote:   "One of the great mistakes tech companies make is we talk too much about features and don't talk enough about our customers."     About:    Sam Wilson is the Chief Executive Officer of 8x8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8x8, including Chief Financial Officer and Chief Customer Officer.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

How the Customer Journey Evolves with AI Integration    Shep interviews Megan Glasow, Vice President of Salesforce at Perficient. She talks about how companies can use AI to enhance the customer experience by blending technology with human touch, updating outdated processes, and measuring value.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What role does AI play in transforming modern customer service processes?  How can companies effectively balance automation and human interaction?  What are the risks of automating outdated or inefficient business processes?  Why is a proactive approach important in delivering excellent customer experiences?  How can organizations measure the value of new customer experience technologies?  Top Takeaways:    Don't automate what Glasow calls “crap processes.” Before layering in AI and other digital tools, organizations must simplify and improve their existing processes. If a workflow is confusing or inefficient to handle manually, automating it will only spread the frustration to employees and customers more quickly.  Transformation is not just about buying new technology. It means sitting down with your customers to understand where they are and where they want to be. It is partnering with your customers to create the vision, the process, and the outcomes together.  Frontline employees are frequently blamed for poor service. But the real issue is often the outdated infrastructure and processes behind them.  In adopting an AI-first strategy, look across the organization and identify where intelligence, automation, and augmentation can improve efficiency, and customer interactions. Successful companies are not replacing people with AI. They are combining smart, AI-powered systems with capable, empathetic employees.   Customers will choose the simplest path every time, whether that’s self-service or talking with a real person. If you make it easy for your customers, they will keep coming back.  Use AI as a tool to become more proactive, not just more efficient. Use it to anticipate what customers might need next, so you’re ready with solutions before they even ask. This allows human agents to focus on moments that require empathy, creativity, and understanding.   Align your team, from the leadership to the frontlines, around a clear vision for the customer experience you want to deliver. Decide on the experiences you want to create, then mobilize your people and AI to make that a reality.  Plus, Shep and Megan discuss why organizations need to be "customer zero" for new platforms they want to implement for their customers. Tune in!  Quotes:   "When designing your customer journey, consider what should be handled by AI, what should be handled by humans, and how they should work together to enable your employees to provide a more empathetic customer experience."     About:    Megan Glasow is the Vice President of Salesforce at Perficient. With deep experience in the Salesforce ecosystem, she helps organizations drive AI-first transformation initiatives.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Creating Engaged Employees and Loyal Customers   Shep interviews Stephen Baer, Co-Founder and Managing Partner of Engagency. He talks about his new book,  Stickology, and how building strong emotional connections and engaging both employees and customers leads to lasting loyalty.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does internal employee engagement influence external customer experience?  Why is it important for organizations to go beyond surface-level personalization in delivering customer experiences?  How can companies strike the right balance between friendly service and convenience to create lasting loyalty?  How can organizations move from transactional interactions to building relationships with their customers?  Why is it essential to invest in employee experience to drive customer satisfaction?  Top Takeaways:    Internal engagement is the foundation of strong customer loyalty. What happens inside your organization is always felt by your customers on the outside. If your employees are engaged, respected, and motivated, customers feel that in every interaction with your brand.   When organizations invest in their people, the result is better service and stronger customer relationships because empowered employees have the confidence to go above and beyond for customers.   Engagement isn’t just good for workplace culture. It’s good for business. Companies that focus on both employee and customer engagement see more revenue, higher employee and customer retention, and outpace their competitors.   It’s easy to form a connection, but lasting loyalty requires deeper engagement. Connections made quickly can fall apart just as fast if the next interactions are inconsistent. Genuine engagement takes time and is operationalized so it ingrained in the culture and felt in every interaction.  Personalization by itself, even when powered by advanced technology, is not enough to build lasting loyalty. Relying on algorithms alone will expose a brand to being outgrown by its customers or out-innovated by its competitors. Customers stick with brands that make them feel emotionally connected and valued. Human elements, not just algorithms, are what creates long-term fans.   Convenience is no longer a unique advantage. It is an expectation. Today’s customers want easy, seamless interactions everywhere they shop. To stand out, businesses need to pair convenience with authentic, memorable service.   Customers are going to talk about their experience with a company. When employees are engaged, they create advocates, customers who often spend more, and are more likely to recommend the business to others.   Plus, Stephen shares more insights from his book, Stickology: How to Build Unbreakable Connections with Employees and Customers for Life. Tune in!  Quote:   "It's not just about connecting. It's about building a relationship. It's about making that person feel seen, heard, valued, and empowered, whether they are a customer or an employee. It takes time, but the bond holds together stronger."  About:    Stephen Baer is the author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, and the Co-Founder and Managing Partner of Engagency.  He has 30 years of experience in behavioral science and engagement from leadership roles at companies such as The Game Agency, Atari, and GE.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Blending AI Efficiency with Human Insight  Shep interviews Vinod Muthukrishnan, Vice President & General Manager of Webex Customer Experience at Cisco. He talks about how AI is moving from a technology tool to a collaborative coworker that helps businesses personalize service, automate routine tasks, and close the customer experience gap.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can AI create a human-centered customer experience?  How is artificial intelligence transforming customer service interactions?  What are the most effective ways to use analytics to improve customer support and reduce unnecessary contact center calls?  How can automation help resolve frequent customer complaints, such as long wait times or repetitive interactions?  Why should companies rethink traditional metrics, such as average handle time, when evaluating customer service performance?  Top Takeaways:    AI has evolved from being just a tool to becoming an actual coworker. It can handle routine tasks and take on responsibilities like note-taking during meetings, freeing up a lot of employees' time. This shift is radically transforming how we engage, connect, collaborate, and communicate with customers.  Brand interactions should aim to feel like engaging with a favorite human. The best experiences remember customers' history, never making them repeat themselves, and understanding their unique preferences. They also minimize wait times and meet customers on their channel of choice.  Customers are understanding when they know you genuinely care about their issues and are actively working to resolve them. But if they have to call three times for the same issue, it becomes another problem.   If you use AI to solve problems the right way, you bring customers to your side of the equation. Instead of asking the generic ‘How can I help you?’ when they’ve already called multiple times, AI can help you acknowledge their frustration by providing customer history and knowledge base in real time, and guide you on the next best step to fixing the issue.  Using AI and analytics to predict, prevent, and preempt issues by proactively giving customers the information they need before they even ask creates a seamless experience where people rarely need to call for help.   Call containment and call deflection with AI do not mean companies stop talking to customers. It means letting AI handle routine tasks like password resets or payment verifications, so that when customers reach a human agent, the conversation can focus on more important tasks, like resolving complex issues or exploring new products.  Plus, Shep and Vinod discuss why brands that go “all-in” on AI for customer support often end up reversing their decisions. Tune in!  Quote:   "We have to start looking at AI not as a tool or a product, but as a teammate."    About:    Vinod Muthukrishnan is the VP & GM of Webex Customer Experience at Cisco. He is an expert in AI and innovative technology to transform how brands engage with customers, ensuring experiences are more human and personalized.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

How CX Leaders Can Navigate the Turbulence of an AI-Transformed World  Shep interviews Scott McKain, award-winning speaker and best-selling author. He talks about his latest book, Beyond Distinction: How Leaders Transcend the Turbulence of an AI-Transformed World, and  how leaders and organizations can create meaningful, distinctive customer experiences in an AI-transformed world.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is consistency important in providing an excellent customer experience?  What role does emotional connection play in building customer loyalty?  How should companies leverage technology to improve customer service without losing the human touch?  What are some effective ways to deliver a proactive customer experience?  Why is standing out from competitors not enough to build lasting customer relationships?  Top Takeaways:    Standing out from competitors is important. However, simply being different is not always good. Distinction is when what we do is unique, compelling, and memorable in a way that is impactful and meaningful to the customers we seek to serve.  Consistency wows customers. Amazing customer experiences are built on doing small things right, every time. When every interaction is handled with care and attention, customers learn to trust the brand.   Technology, like AI, can make your business faster and more efficient, but loyalty comes from how you make customers feel. Even with simple gestures like remembering someone's name or checking whether the customer got everything they need, it's the human touch that keeps people coming back.   Use AI to save money and handle repetitive tasks efficiently, giving your team more time to focus on resolving customer issues and building stronger relationships.  Every organization should be very precise about what they aren't, just as clear as they are about what they are.   Real competitive advantage does not come from reacting to trends or to what your competitors are doing. If you are constantly in reaction mode, you are already behind. Staying ahead means anticipating your customers' needs before they realize what they want.   Artificial Intelligence amplifies the values and habits a business already has, good or bad. If a business is committed to consistently providing excellent service, AI will help them do so even better. If a business is running on broken systems or is only focused on cutting costs, AI could make those problems worse.   Plus, Scott shares more insights from his latest book, Beyond Distinction: How Leaders Transcend the Turbulence of an AI-Transformed World. Tune in! Quote:   "Tasks go to technology, but emotion and customers go to human beings."  About:    Scott McKain is a Hall of Fame speaker, business advisor, and the founder/CEO of the Distinction Institute. He is the best-selling author of ALL Business is STILL Show Business, Iconic, Create Distinction, and his latest,  Beyond Distinction.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Turning Customer Experience into Customer Transformation  Shep interviews Joseph Pine, best-selling author of Experience Economy, speaker, and cofounder of Strategic Horizons LLP. He talks about his new book, The Transformation Economy, and how businesses can go beyond creating memorable experiences to guiding customers through meaningful transformations that help them achieve their aspirations.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the transformation economy?  What is the difference between selling a product and creating a transformative customer experience?  How can businesses guide customers to achieve their personal or professional aspirations?  What are the benefits of customizing experiences to meet individual customer needs?  What elements contribute to a robust customer experience?  Top Takeaways:    The transformation economy is about how companies can help customers change. It is about how your business can help them achieve their aspirations.   Businesses create more value when they focus on selling the end rather than the means. Go beyond selling products and services to understanding why customers buy and use that knowledge to help them reach their goals and achieve their aspirations.  Transformation is not a one-size-fits-all. It must begin with truly understanding where the customer is starting (from) and where your customers aspire to end up (to). Carefully identify the customer’s current situation, needs, and aspirations to tailor experiences that produce meaningful outcomes for them.  Sell transformation, not just products. For example, people don't buy a treadmill because they want the equipment. They want to be healthier, have more stamina, or feel better about themselves. Whether you’re selling a physical product, a service, or something else, shift your mindset to the customer’s desired result.   In both B2B and B2C, businesses should become trusted partners, not just vendors. That means understanding clients’ deeper goals and helping them achieve success, even if it occasionally means recommending solutions outside what you sell. The focus is on the customer's outcome, not just the transaction.  In the transformation economy, companies should charge for what customers value most: outcomes. Companies are moving away from pricing based on time, materials, or products. It is focused on results.  Transformative change for customers doesn't come from a single transaction. It spans the entire journey, including the preparation before the event, reflection afterwards, and ongoing integration into daily life.  Plus, Shep and Joe share insights from The Transformation Economy and discuss companies that are putting customer transformations first. Tune in!  Quote:   "Transformations are built on top of experiences. We change through the experiences that we have. "    About:    Joseph Pine is a bestselling author, speaker, and cofounder of Strategic Horizons LLP, celebrated for guiding Fortune 500 companies and innovative startups alike. He is the author of The Experience Economy, Mass Customization, and Infinite Possibility.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices