Amazing Business Radio

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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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:   

1. Why is it essential for companies to define their customer experience mission statement? 
2. How can organizations align their mindset and strategies to improve the customer journey? 
3. How can artificial intelligence amplify both positive and negative customer experiences? 
4. Why is every customer complaint considered a cost center for businesses? 
5. 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.   

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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:   

1. How is AI revolutionizing voice-based customer interactions in modern contact centers? 
2. What are the advantages of using voice over text for customer engagement? 
3. How can AI-powered agents improve customer satisfaction and retention rates? 
4. What role does personalization play in building a strong customer experience? 
5. 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.   

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Elevating Customer Support Teams with Smart AI Integration 

Shep interviews Sam Wilson, Chief Executive Officer of 8×8. 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:   

1. What impact does self-service technology have on customer satisfaction? 
2. How can AI self-service and human support work together effectively?  
3. What drives customers to switch companies due to poor self-service? 
4. What makes customers more forgiving of mistakes by human agents than AI systems? 
5. 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 8×8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8×8, 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.   

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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:   

1. What role does AI play in transforming modern customer service processes? 
2. How can companies effectively balance automation and human interaction? 
3. What are the risks of automating outdated or inefficient business processes? 
4. Why is a proactive approach important in delivering excellent customer experiences? 
5. 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.  

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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:   

1. How does internal employee engagement influence external customer experience? 
2. Why is it important for organizations to go beyond surface-level personalization in delivering customer experiences? 
3. How can companies strike the right balance between friendly service and convenience to create lasting loyalty? 
4. How can organizations move from transactional interactions to building relationships with their customers? 
5. 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.  

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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:   

1. How can AI create a human-centered customer experience? 
2. How is artificial intelligence transforming customer service interactions? 
3. What are the most effective ways to use analytics to improve customer support and reduce unnecessary contact center calls? 
4. How can automation help resolve frequent customer complaints, such as long wait times or repetitive interactions? 
5. 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.  

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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:   

1. Why is consistency important in providing an excellent customer experience? 
2. What role does emotional connection play in building customer loyalty? 
3. How should companies leverage technology to improve customer service without losing the human touch? 
4. What are some effective ways to deliver a proactive customer experience? 
5. 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.   

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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:   

1. What is the transformation economy? 
2. What is the difference between selling a product and creating a transformative customer experience? 
3. How can businesses guide customers to achieve their personal or professional aspirations? 
4. What are the benefits of customizing experiences to meet individual customer needs? 
5. 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.   

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Closing the CX Gap with the Help of Artificial Intelligence 

Shep interviews Michele Carlson, Director of Product Marketing & Head of Content Strategy at NiCE. They discuss the top AI trends shaping customer experience and transforming contact centers. This is based on Michele and Shep’s recent webinar that featured 10 trends. CLICK HERE to enjoy the full webinar.  

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

1. What does “AI first” mean in customer experience? 
2. How can businesses maintain a human-centric approach while integrating artificial intelligence in customer service? 
3. How does AI help streamline workflows for customer service agents? 
4. Why is it important for companies to keep humans involved in designing AI systems? 
5. How can agentic AI improve customer interactions and resolve issues more efficiently? 

Top Takeaways:   

• AI has advanced to the point where we can use it to take actions and complete workflows. It not only understands what customers say and provides answers, but it can also complete tasks like sending a package or updating an account.  
• Shep and Michele share five AI trends that shape the future of customer experience and contact centers. 

Trend #1: AI first, but it doesn’t mean AI only. Companies use AI to get quick answers or to resolve issues quickly. But this doesn’t mean eliminating human customer support. It means that when things get too complicated or tricky for AI to handle, human agents can step in to make sure the experience is personalized and complete.  

Trend #2: Human-Centric AI. 72% of customers say that they’ve experienced AI and automation benefits. Technology must be designed with humans at its center to truly understand and address human needs while empowering both customers and agents.  

Trend #3: Agentic AI. Agentic means artificial intelligence that can use language to take action autonomously. To put it simply, the system can take the customer’s data, determine what needs to be done, and complete the task without human intervention, allowing humans (employees) to focus on more important and complex issues. 

Trend #4: Experience Memory. AI can help companies not just remember who their customers are, but also their problems, preferences, and relevant details of past interactions.  

Trend #5: AI Observability. Don’t invest in something you can’t measure. Success isn’t just about using as much new technology as possible. It is about seeing real results like smoother processes, happy employees, and satisfied customers.  

• LAMs, or Language Action Models, help AI move beyond data analysis. They interpret the language, determine the intent, and act accordingly. They streamline agents’ workflows by automating repetitive tasks and integrating multiple systems, so agents spend less time juggling multiple tabs and focus more on interacting with customers. 
• There is a 40% gap between what companies think their service is like and how customers actually feel about the experience. Companies need to listen to their customers, get real feedback, and invest in people and technologies to close the gap.  
• Plus, Michele discusses more stats on AI-powered experiences that can help you enhance customer satisfaction and streamline business operations. Tune in! 

Quote:  

“When we say AI first, we don’t mean AI only. It means you start with artificial intelligence to help resolve customer issues, but it’s not the only solution.” 

About:   

Michele Carlson, Director of Product Marketing & Head of Content Strategy at NiCE. She is an expert in AI-powered analytics and customer experience, transforming contact centers and delivering customer-centric results. 

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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