ShepHyken

MARCH 24, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma?

Customer Experience 174

Customer Experience Metrics Feedback Customer Service 174

ShepHyken

JANUARY 28, 2025

Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program? Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable.

Customer Experience 213

Customer Experience Airlines B2B Banking 213

ShepHyken

OCTOBER 21, 2024

eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.” ” About: Derek Allgood is the VP of Global Customer Experience (GCX) at eBay.

Customer Experience 206

Customer Experience Self service Banking Wait times 206

ShepHyken

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience?

Customer Experience 165

Customer Experience Feedback Personalization Customer Service 165

TeleDirect

DECEMBER 25, 2024

How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. Businesses are no longer judged solely on the quality of their products or services but on the customer experience (CX) they provide. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

MARCH 11, 2024

Whether it’s dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly. Plus, Shep and Jim share the customer experience moments that changed their lives.

Customer Experience 386

Customer Experience Entertainment Customer centricity Personalization 386

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000.

Customer Experience 361

Customer Experience Transportation Airlines Customer Service 361

ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? What strategies can organizations use to empower employees to improve customer interactions? Why is it important to get feedback in real time?

Government 206

Government Chief Customer Officer Customer Experience Feedback 206

TechSee

DECEMBER 3, 2024

Building customer confidence : When customers can “see” the solution as it’s happening, they trust the process—and the brand—more. This clarity not only enhances customer experience but also boosts AI reliability. Faster fixes, fewer escalations, and seamless service that customers love.

Customer Experience 124

Customer Experience Virtual Agent CRM Enterprise 124

ShepHyken

APRIL 23, 2024

Just like maintaining a car, fine-tuning your customer service and CX ensures your business runs smoothly, remains competitive, and gets your customers to say, “I’ll be back!” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Experience 346

Customer Experience Advertising Feedback Engineering 346

Callminer

OCTOBER 10, 2023

From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.

Customer Experience 344

Customer Experience 344

3CLogic

JANUARY 28, 2025

The operational chaos makes it difficult to meet today's evolving customer needs. 73% of customers expect better personalization and 81% faster service than ever before. Traditional systems can't keep up, thus giving rise to a new CX approach: Customer Experience as a Service (CXaaS). What is CXaaS?

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

Customer Experience 359

Customer Experience Consulting Consulting Education 359

Connect

OCTOBER 15, 2024

This is the reality for many internal users grappling with a poor network user experience (NUX). Fortunately, the emergence of AI-driven networks offers a powerful solution that can significantly enhance both NUX and customer experience (CX). About ‘ Connect.

Customer Experience 84

Customer Experience Morale Cloud contact Wait times 84

AWS Machine Learning

DECEMBER 3, 2024

The custom plugin streamlines incident response, enhances decision-making, and reduces cognitive load from managing multiple tools and complex datasets. It empowers team members to interpret and act quickly on observability data, improving system reliability and customer experience.

Customer Experience 105

Customer Experience Engineering Enterprise Benchmark 105

ShepHyken

OCTOBER 1, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? How does AI improve efficiency and productivity for customer service teams? Can AI be utilized effectively in smaller companies with limited budgets?

Customer Experience 236

Customer Experience Chatbots Self service Contact Center 236

BlueOcean

MARCH 11, 2025

Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience. But its not a simple one. This isn’t a contradiction; it’s valuable intelligence.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Beyond Philosophy

JUNE 13, 2024

Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., Unfortunately, many customer experience managers focus only one thing at a time, ignoring all the rest. First, there is the Affect Heuristic.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

CSM Magazine

APRIL 3, 2025

Better customer experiences. Improving the customer experience is easier now than ever before. Greater Ownership : Digital items are now ownable thanks to NFTs, turning online engagement into assets customers can buy and sell. The next generation of the internet, Web3, is here.

Customer Experience 52

Customer Experience Government Gamification Education 52

TeleDirect

MARCH 14, 2025

24/7 Call Center Solutions: Enhancing Customer Experience Around the Clock 24/7 Call Center Solutions are essential for businesses aiming to provide seamless customer support, enhance customer satisfaction, and stay competitive in todays fast-paced marketplace. Increased customer retention and brand loyalty.

call center solutions 62

call center solutions Call Center Multi-channel support Abandon rate 62

ShepHyken

FEBRUARY 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs?

Customer Experience 219

Customer Experience Customer Support Customer Service Technology 219

ShepHyken

DECEMBER 17, 2024

Still, I hope you, your customers, and your employees enjoy these gifts, and may you have a wonderful holiday! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 296

Customer Service Customer Experience Personalization 296

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the customer, they dont have to keep remembering to buy.

Customer Service 183

Customer Service Healthcare Customer Experience Contact Center 183

ShepHyken

DECEMBER 31, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review?

Feedback 225

Feedback Customer Service Service level Marketing 225

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 183

Customer Service B2B Sales Self service 183

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

ShepHyken

MARCH 3, 2025

Each week, I read many customer service and customer experience articles from various resources. What Causes Customer Rage Today? My Comment: Customers appreciate and like doing business with companies and brands that give back. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174