Shows
Amazing Business RadioThe Risks and Rewards of AI in Customer Service with Matt PriceBalancing 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:
How can companies effectively balance AI automation with the human element in customer service?
What are hidden sources of waste in customer service operations, and how can they be eliminated?
Why is it important for organizations to move away from vi...2025-07-2929 min
Amazing Business RadioHow Text Messaging Transforms Customer Engagement Featuring Dave BaxterMeeting 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:
How has text messaging evolved as a preferred channel for customer communication for customers?
Why do customers prefer receiving communications from businesses via mobile devices?
What role does trust play when a customer provides their mobile number to a business?
How can businesses avoid abusing the privilege of textin...2025-07-0827 min
Amazing Business RadioBuilding Brand Reputation Through Customer Experience Featuring Ray TitusMaintaining Consistent Customer Service Standards Across Every Location
Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses maintain consistent customer service across different industries?
How does staff training influence customer satisfaction?
How does community involvement enhance customer loyalty?
Can one employee's actions shape the reputation of an entire franchise network?
How does embracing technological change improve customer experience?
Top Takeaways: 2025-05-2730 min
The Customer Success PlaybookCustomer Success Playbook Podcast S3 E42 - Shep Hyken - AI, Fear, and FrictionSend us a textIn the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support...2025-04-1109 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E41 - Shep Hyken - The Hidden ROI of ConvenienceSend us a textIn this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels between sleight-of-hand and customer loyalty while unpacking game-changing insights from his CX research.Detailed Analysis: Kevin Metzger and Roman Trebon dive deep with customer service guru Shep Hyken, and this time it's all about one powerful word: convenience. Drawing from...2025-04-0911 min