Amazing Business Radio

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:   

1. What advantages do unified communications bring to customer service? 
2. How does integrating multiple channels enhance customer experience? 
3. Why is minimizing friction important for trust and loyalty in service? 
4. What are the disadvantages of generic versus tailored communication tools? 
5. How can automation and AI improve customer support interactions? 

Top Takeaways:   

• The “swiveling chair” problem hurts both customers and employees. Integrating all communication channels into a unified system prevents employees from constantly switching between programs, improving their workflow and eliminating unnecessary friction for customers.  
• Employees can’t provide amazing customer service if they are using slow, broken, or outdated systems. Most of the time, customers are frustrated not because of the person helping them but because of the tools that make solving the problem more complicated. 
• Fragmented experiences erode customer trust. Whenever a customer has to repeat themselves or start over every time they switch between modes of communication (chatbot, email, phone, etc.), trust drops. Unified systems provide smooth experiences where the next agent knows what happened before and the best tools to help the customer are within easy reach. 
• Follow the journey that your customers prefer. Businesses need to adapt their communication channels and technology based on what their customers actually want to use. Meet the customers where they are, whether through traditional phone calls, emails, or digital messaging. 
• Plus, Shep and Damon discuss generational preferences in communication and how unifying these options can improve the customer experience. Tune in! 

Quote:  

“If you’re building everything for everyone, you’re special for no one.” 

About:   

Damon Covey is the General Manager of Unified Communications and Collaboration (UCC) at GoTo. Before joining GoTo in 2021,  he served as Vice President of Product Management at Cox Automotive and spent 14 years in leadership roles at cybersecurity company Symantec. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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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:   

1. What is the role of frontline employees in shaping a company’s customer experience? 
2. How can handling customer complaints effectively lead to customer loyalty? 
3. What steps should customer service teams follow when responding to complaints? 
4. How does authentic communication strengthen customer trust? 
5. How does empathy impact the outcome of customer service interactions? 

Top Takeaways:   

• Everybody who interacts with customers, regardless of the job title, is in sales. Every conversation, whether answering a question or dealing with an issue, is an opportunity to sell the brand and what it represents. 
• Saying “sorry” reflexively when a customer calls about a problem can feel empty. Instead, focus on listening to the customer and gathering more information. Customers want to be heard and understood more than they want an apology. They are also more likely to work with you to solve the issue once they feel listened to. 
• Empathy is not just about saying nice things. It is about putting yourself  in the customer’s shoes and having a genuine desire to help. For example, ask yourself, “How would I feel if that happened to me? 
• Hire for attitude and empathy, not just skills. Some people genuinely like interacting with people and problem-solving. An amazing customer experience starts with hiring the right people for the job, then empowering them with the right tools and training.  
• Communicating with customers is more than just the words you say. The tone, energy, and authenticity in your voice make a huge difference in how customers respond. They notice if you’re bored or happy to help. Make sure your words, tone, and actions align with the brand that you represent. 
• Plus, Shep and Rob discuss more insights from Why People Don’t Believe You…: Building Credibility from the Inside Out. Tune in! 

Quote:  

“When something goes wrong, customers don’t call just to hear the word ‘sorry.” They want you to understand why they are frustrated. They want you to first listen and understand.” 

About:   

Rob Jolles is a renowned speaker, five-time bestselling author, and host of The Presentation Whisperer Show. His books, featured in USA Today and Harvard Business Review, have been translated into more than a dozen languages. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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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:   

1. What is the “listening gap” in customer experience? 
2. How can business leaders effectively close the listening gap in their organizations? 
3. Why is consistent reliability more important than delight in customer experience? 
4. How does employee and customer listening drive growth and retention? 
5. What is the importance of a clear brand promise in delivering a consistent customer experience? 

Top Takeaways:   

• There is often a gap between what leadership thinks customers feel and what customers actually feel. Most organizations believe they’re listening to customer and employee feedback, but oftentimes, their surveys are outdated, information is siloed in departments, and there is a lack of real-time insights. 
• Listening to customers and employees means paying attention to data, insights, customer feedback, and employee input. It means “listening” to signals and patterns that help organizations better understand their customers (both internal and external). 
• Organizations need to stop and think about the kind of experiences they want to provide to their customers and employees. This is the brand promise and needs to be communicated throughout the organization. It needs to be seen through how each member of the team shows up and is felt by the customers that they serve.  
• Consistency and predictability build trust, giving customers the confidence to keep doing business with you.  
• Customers value reliability more than sporadic “over the top” moments. Customers need to know that you will deliver on your promise. And if, every once in a while, something falls in your lap that lets you go above and beyond, the combination of reliability and customer delight is where companies shine. 
• Plus, Shep and Natalie discuss how companies can empower employees to deliver reliable, delightful experiences. Tune in! 

Quote:  

“Customer experience is brand activation across everything.” 

About:   

Natalie Jackson is a customer experience strategist and the founder of Crescent Consultancy. She serves on the 2026 U.S. Customer Experience Professional Association (CXPA). 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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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:   

1. How is AI-moderated research interviews are transforming customer feedback? 
2. What are the main differences between AI-moderated interviews and standard surveys? 
3. In what ways can AI provide a deeper understanding of customer motivations and experiences? 
4. How does “visual intelligence” add value to customer experience research? 
5. How can AI help companies reduce survey fatigue among customers? 

Top Takeaways:   

• AI-moderated research gathers insights from customers through interviews that feel more like a conversation than a traditional survey.  
• Traditional surveys usually ask participants to pick a number, an option from a multiple-choice question, or to rank something. AI-moderated research goes beyond this by digging deeper and asking follow-up questions, enabling customers to provide the full picture by explaining their choices in their own words.  
• Trust is very important in collecting feedback. While opt-in participation should be the norm, make sure to let your customers know that their data privacy and security are a priority when they share their feedback.  
• AI tools help marketing and CX teams expand their reach by making it possible to have in-depth conversations with thousands of individual customers without needing a large team. This means organizations can cover a wide range of backgrounds and opinions, including outliers, to understand their customers better.  
• Context makes feedback more actionable. For example, if a customer’s flight is delayed, AI can include this context in conversations so that it can collect feedback that is more specific and personalized.  
• AI-moderated research can feel more like a two-way conversation than just checking boxes on a form. AI can even escalate issues, so human support can jump in when needed.  
• Plus, Shep and Aaron discuss how listening to diverse customer voices can help companies make smarter decisions and gain happier customers. Tune in! 

Quote:  

“When the right questions are asked, people are willing to share deeply, even with AI. Good questions elicit thoughtful, honest responses.” 

About:   

Aaron Cannon is the co-founder and CEO of Outset, an AI-moderated research platform that helps enterprise teams at companies like Microsoft, Uber, and Google gain deeper customer insights. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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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:   

1. How is AI transforming customer experience across different industries? 
2. What are the benefits of automating customer service processes?
3. Can AI enhance human interactions in customer support roles? 
4. What is the concept of an AI concierge in modern customer experience? 
5. How does technology help personalize customer interactions for businesses? 

Top Takeaways:   

• AI’s real value is empowering humans to be there for each other. For example, when healthcare workers spend less time completing charts and manually processing lab results, they can spend more time with their patients.  
• Automation through AI should remove repetitive, mundane tasks, freeing humans to devote more time and attention to meaningful interactions and care. 
• Some customers and employees hesitate to embrace AI, fearing that machines will do everything, leaving no room for human interaction. However, there are tasks that do not require human involvement, such as updating passwords or scheduling appointments. These tasks can be given to AI tools to free up time for tasks that require empathy and the human touch. 
• Customers don’t dislike AI. They hate having to repeat themselves, being stuck in a loop, and wasting their time. Automation should be designed to make it easier for customers to get help without jumping through hoops and to be intelligent enough to seamlessly hand over when the technology on its own cannot solve the problem. 
• People want to know that the information they get from AI is accurate, private, and secure. Even a single major mistake from an AI can quickly erode trust, so businesses need systems to ensure their AI is reliable for everyone.  
• Customers like doing business in places where “everyone knows their name.” AI can help scale this connection by helping employees remember and understand their customers as individuals. AI can augment employees’ capabilities by providing access to customer history, assisting with current transactions, and anticipating future needs.  
• AI empowers companies to move beyond a reactive approach to proactive service by anticipating customer needs and addressing issues before customers even reach out. For example, if a customer gets disconnected in the middle of a support call, AI tools can proactively send them a text message with options to seamlessly pick up where they left off.  
• Because AI can analyze large amounts of information in real time, companies can be more attentive to their customers, resolving potential issues, reminding them of relevant information, and making tailored recommendations. 
• In the past years, convenience has been enough for most customers to do business with a company. But nowadays, it is a requirement.  
• The future of AI in customer service is not just about making things faster or easier. It is about creating delightful experiences. A balance of automation, personalization, proactive service, and trust is what makes customers feel valued. 
• Plus, Shep and John share more insights on what it takes to go from customer support to concierge-level service. Tune in! 

Quote:  

“Customers don’t hate AI. They hate wasted effort.”  

About:   

John Kim is the CEO of Delight.ai, an AI concierge platform with persistent memory and omnichannel continuity. Delight.ai is backed by Sendbird and trusted by over 4,000 brands, including DoorDash and Yahoo Sports. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Where Empathy Meets Artificial Intelligence in Customer Service   

Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

1. How can businesses prevent AI from making customer service mistakes? 
2. How can personalization through technology enhance customer loyalty? 
3. Why is an effortless customer experience crucial for building loyalty? 
4. How can technology help anticipate customer needs? 
5. How has customer willingness to interact with AI changed over time? 

Top Takeaways:   

• Artificial intelligence is a powerful tool for improving the customer and employee experience when it is designed with intention. Just as human agents need training, AI tools need enterprise controls, verification checks, and simulations to make sure they provide the right information and respond appropriately to customer needs.  
• More customers now consider interactions with AI to be part of the norm. But some are still hesitant to embrace it because of past frustrations with outdated systems, like confusing phone trees or long waits in loops they associate with all types of technology. 
• When interactions with technology, such as AI tools, create effortless experiences, customers are more willing to use them. Companies need to educate customers on how to use their technology and self-service solutions to improve their experiences.  
• Make it easy for customers to do business with you. This applies to every part of the customer’s journey, not just technology.  Customers want answers and help fast. Give it to them with as little effort as possible. 
• Human empathy remains important, especially in high-stress situations. Customers need to be comfortable with how they are being helped and supported, whether it is AI, a human agent, or both working together. In stressful situations, customers appreciate the reassurance that a human agent will be there to provide empathy and assist them when tech-powered solutions are not working. 
• Technology should not replace people. Good technology makes it easier for employees to help customers and faster for customers to get solutions. 
• Personalization and empathy can be scaled through technology. Human employees can only remember so much. Technology can help them have instant access to a customer’s data and history. When technology recognizes returning customers, anticipates their needs, and connects their history to current interactions, it replicates the feeling of being known and valued.  
• Plus, Shep and Jen talk about what could happen if companies began customer service interactions with a human for empathy, then transitioned to AI for efficiency, rather than forcing customers through automation before reaching a person. Tune in! 

Quote:  

“AI agents need clear guidance and verification checks to stop ‘hallucination.’ It is important that if AI goes off track, companies need to catch and correct it before it gets to customers.” 

About:   

Jen Grant, Chief Marketing Officer at Quiq. She has held executive leadership roles, including CEO, COO, and CMO, as well as senior marketing positions at Appify, Box, Cube, Dialpad, Elastic, Google, and Looker. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Leadership, Ownership, and Customer Trust 

Shep interviews Sam Silverstein, founder of The Accountability Institute®. He talks about building a strong, no-excuses culture that starts with leadership and impacts both internal and external customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is ownership and accountability so critical in resolving customer complaints effectively? 
2. How can companies build a no-excuse culture in their teams? 
3. How can leaders set the standard for accountability in customer service? 
4. What’s the difference between a tactical and a relational commitment in serving customers? 
5. How does internal company culture affect the service customers receive externally? 

Top Takeaways:   

• The “No Excuses for a Day Challenge” encourages individuals, teams, and entire organizations to commit to going one full day without making any excuses. It is about creating awareness of how often we may unconsciously make excuses and shifting the focus on taking ownership and responsibility. 
• A “no excuses” culture starts at the top. Accountability is inspired. If a leader is not leading by example, it is difficult to expect it from the rest of the team.  
• Excuses like “It’s our policy” or “It’s not my department” don’t just annoy customers. They cost businesses money.  
• When something goes wrong, acknowledge it, apologize, explain what happened, take accountability, and share specifically what will be done to resolve it. These five steps help shift the focus from excuses to accountability, taking action, and rebuilding trust. 
• Building an accountability culture isn’t just for the frontline. Everyone in the organization needs to own their part in serving both internal (their team) and external customers. 
• How employees are treated within an organization is felt by customers on the outside. Employees cannot be treated poorly and then expected to deliver exceptional customer experiences. 
• Plus, Sam shares more insights from his latest book, No Excuses for a Day: The One-Day Challenge That Will Transform Your Life, Relationships, and Organizations. Tune in! 

Quote:  

“Service is an honor. Even if an issue does not belong to my department, if there is an opportunity to make something right for the customer and make them smile, it is an honor to make them happy.” 

About:   

Sam Silverstein is the founder of The Accountability Institute® and creator of the Fractional Chief Culture Officer™ program. He is the author of 15 books, including No Excuses for a Day. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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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:   

1. How can balancing technology and personal interaction improve customer loyalty? 
2. How does a strong internal culture impact the overall customer experience? 
3. Why is it important to offer customers a choice between AI tools and human interaction? 
4. How can handwritten notes or personalized follow-ups boost brand loyalty? 
5. 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.   

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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:   

1. What is the connection between employee experience and customer experience? 
2. How does company culture impact the way customers perceive an organization? 
3. Why is employee retention important for delivering consistent customer service? 
4. Why is consistency key to building customer trust and confidence? 
5. 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.   

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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:   

1. What is hospitality mentality, and how does it enhance customer experience in any industry? 
2. Are loyalty programs effective? 
3. Why is customer perception important to business success? 
4. How do word-of-mouth recommendations influence customer experience? 
5. 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.  

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