Amazing Business Radio

The Five Customer-Centric Strategies 

Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality. 

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

1. What makes a successful customer experience strategy? 
2. What are the main reasons companies struggle to meet customer expectations in today’s marketplace? 
3. How can businesses identify and close the gap between perceived and actual customer experience? 
4. How can companies effectively gather deep, meaningful feedback from their customers? 
5. How does technology create distance between companies and their customers, and what can they do to overcome it? 

Top Takeaways:   

• Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service. 

Quote:  

“There’s a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation.”  

About:    

Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. 

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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Community, Loyalty, and Human Touch in Customer Experience 

Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers’ expectations, and the importance of blending technology with genuine human connection in CX.  

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

1. What makes loyalty programs appealing to Gen Z customers? 
2. How does Gen Z’s approach to customer loyalty differ from previous generations? 
3. Why is it important for brands to focus on building community within their loyalty programs? 
4. How does personalized service contribute to repeat business and customer loyalty? 
5. Why should companies continuously evolve their loyalty programs for new generations? 

Top Takeaways:   

• Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs. 

• Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don’t update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.  

• While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special. 

• It’s easy to fall into the trap of generational stereotypes like “Millennials are lazy” or “Gen Z can’t focus.” The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive. 

• Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.  

• Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer’s name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level. 

• When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention. 

• Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help. 

• Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in! 

Quote:  

“Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works.” 

 

About:   

Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world. 

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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Cultivating Trust and Loyalty in the Age of AI  

Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service. 

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

1. What is human-centric AI? 
2. How can companies find the right balance between automation and personal customer interactions? 
3. What are the biggest risks of over-automating customer support processes? 
4. Why do so many AI projects in customer service fail? 
5. How can organizations manage change effectively when implementing AI-driven solutions for customer experience? 

Top Takeaways:   

• Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers. 

• Don’t jump into new technology just because it’s trendy. Don’t use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like. 

• Over-automation can hurt customer service. It’s easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed. 

• AI, just like humans, can make mistakes. Whether it’s providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving. 

• Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience 

• AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.  

• Plus, Shep and Nick talk about why it’s crucial to stay flexible and keep evolving with technology. Tune in! 

Quote:  

“Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, ‘We want AI,’ but if you don’t clearly define what that means, it might not deliver the results you want.” 

About:    

Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast. 

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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How Internal Employee Experience Drives Exceptional Customer Service 

Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships. 

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

1. How does a positive company culture directly impact customer satisfaction? 
2. How does an employee’s internal experience translate to a better customer experience? 
3. Why is it important for organizations to align their hiring practices with their core values? 
4. How can businesses differentiate between providing transactional service and building genuine customer relationships? 
5. How can leadership inspire employees to consistently deliver exceptional service to customers? 

Top Takeaways:   

• True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they’re customers or coworkers. 

• A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness. 

• What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company’s success.  

• When a new employee joins a company, their first experiences matter just as much as a customer’s first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.  

• Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand’s values more effectively than any paperwork can.  

• When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.  

• Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.  

• Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number. 

• Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.  

• Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in! 

Quote:  

“The essence of hospitality is the ability to make people feel welcome, comfortable, and important.” 

About:    

Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon. 

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 Transactional Employees to Loyal Teams 

Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement. 

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

1. What is swift trust? 
2. How does internal company culture influence customer experience? 
3. How can leaders build a followership?
4. Why is trust important for employee engagement and customer satisfaction in virtual teams? 
5. How can organizations recreate the benefits of in-office culture for remote teams? 

Top Takeaways:   

• Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren’t together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person. 

• Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don’t have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships. 

• Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they’re more likely to treat customers well. 

• In an office, great leaders can “work the room” and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.  

• The number one indicator of trust in leadership is online availability. Seeing a manager’s green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office’s “open door” policy, as it allows employees to reach out and get help even when they are not in the same location. 

• “Followership” is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates. 

• When employees are scattered around the world, they still need to feel like they’re part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.  

• Plus, Shep and Tim talk about what is causing the “attention battle” in teams and how to win it effectively. Tune in! 

Quote:  

“The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It’s the closest thing to human touch we can find in a remote setting.” 

About:   

Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution. 

 

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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Turning Customer Data into Customer-Centric Decisions 

Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.  

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

1. How does data-driven decision-making improve customer service? 
2. Why is it important to understand the reasons behind customer decisions and behavior? 
3. How can organizations effectively gather and utilize customer feedback to improve service? 
4. How can businesses identify gaps in the customer journey using research and analytics? 
5. What is the “cycle of success” framework in customer experience management? 

Top Takeaways:   

• When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers’ behavior and collecting their feedback gives you better odds of providing the best experience for them.  

• Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.  

• Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem. 

• Traditional surveys can give you some feedback, but they don’t always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.  

• Collecting feedback is great, but it’s only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.  

• Good research starts with good questions. Before collecting feedback, it’s better to understand the specific problem or question you’re trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.  

• Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone. 

• Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in! 

Quote:  

“Do you know why your customers are making the decisions that they make? Understanding the ‘why’ behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business.” 

About:    

Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes. 

 

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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Balancing AI and Human Collaboration 

Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver. 

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

1. How can companies effectively balance AI automation with the human element in customer service? 
2. What are hidden sources of waste in customer service operations, and how can they be eliminated? 
3. Why is it important for organizations to move away from viewing customer service as just a cost center? 
4. How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions? 
5. How can AI be used to enhance, rather than replace, meaningful human engagement? 

Top Takeaways:   

• Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed. 

• Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales. 

• Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn’t accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI’s mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support. 

• Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product.  

• Organizations that prioritize customer service tend to achieve better results. Customer service isn’t just something you “have to do.” It can be your company’s main way to stand out from your competition.  

• Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in! 

Quote:  

“AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should.” 

 

About:   

Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support experiences. 

 

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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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 talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences. 

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

1. How is AI transforming the customer service experience? 
2. How is AI improving self-service options for businesses? 
3. Will AI ever fully replace human customer service agents? 
4. How can AI help reduce burnout and attrition rates among contact center agents? 
5. What risks should companies watch out for as they adopt AI in customer service?  

Top Takeaways:   

• Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents. 

• Many customers still prefer to call customer service, despite companies offering self-service options. In this year’s Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent.

• Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently.

• While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations “just like humans,” allowing customers to get resolutions without waiting for a human agent to become available. 

• Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use.  

• AI just doesn’t help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don’t need to repeat themselves, and it can give agents the information they need to solve the customer’s problems efficiently. 

• As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services. 

• Jay Patel shares information about Cisco’s WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology. 

• Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in! 

Quote:  

“We’ve been speaking  a lot longer than we’ve been typing, and I think the most profound technology change we’ll see soon is that machines will be able to understand us through voice.” 

About:   

Jay Patel is the Senior Vice President and General Manager of Cisco’s Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market. 

 

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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Customer Care’s Evolution From Cost Center to Profit Center 

Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first. 

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

1. How can you turn your call center from a cost center to a profit center? 
2. Why should companies invest in improving customer experience? 
3. How can organizations use customer feedback to enhance their products and services? 
4. Why is it important for leadership to be accessible to customers when addressing service issues? 
5. How can proactive customer service resolve complex issues more efficiently? 

Top Takeaways:   

• Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it’s reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product. 

• Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don’t have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.  

• First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a “customer champion” inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.  

• Being “customer first” means making sure every channel, whether it’s digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what’s easiest for them and have a great experience every time, it contributes to creating a flawless experience. 

• AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.  

• Retail isn’t dead. It’s just become impersonal for many customers. However, if you create a store experience that’s good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again. 

• Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term. 

Quote:  

“When a customer reaches out to us, they don’t reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher.” 

 

About:    

Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that’s the largest in the U.S., generating over $103 billion in annual revenue. 

 

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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Meeting Customers Where They Want 

Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.  

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

1. How has text messaging evolved as a preferred channel for customer communication for customers? 
2. Why do customers prefer receiving communications from businesses via mobile devices? 
3. What role does trust play when a customer provides their mobile number to a business? 
4. How can businesses avoid abusing the privilege of texting their customers? 
5. What impact does timely and relevant text communication have on customer loyalty? 

Top Takeaways:   

• Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.  

• Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn’t meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty. 

• When a customer gives you their phone number,  it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!    

• Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.  

• Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone. 

• Building communication around customers’ preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.   

• Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don’t offer text communication. Tune in! 

Quote:  

“Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read.” 

 

About:   

Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.  

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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