Amazing Business Radio
Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
Episodes
April 22, 2025 • 36 mins
The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience
Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is Age...
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April 21, 2025 • 26 mins
The Four Pillars of a Known and Trusted Brand
Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is building...
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April 8, 2025 • 30 mins
Building Emotional Connections and Customer Loyalty
Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service.
This episode of Amazing Business Radio with Shep Hyken an...
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April 1, 2025 • 27 mins
Designing Effortless Customer Experiences
Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following ...
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March 25, 2025 • 33 mins
How to Overcome Mediocrity in Business and Customer Service
Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation.
This episode of Amazing Business R...
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March 18, 2025 • 27 mins
How AI Can Make Customer Service Seamless and Effortless
Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses enhance their customer service experience using AI...
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How Investing in the Right Technology Can Transform Customer Experience
Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services.
This episode of Amazing Business Radio with Shep Hyken answers the follo...
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March 10, 2025 • 29 mins
How Customer Complaints Impact Loyalty and Retention
Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue.
This episode of Amazing Busin...
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February 25, 2025 • 26 mins
Using Artificial Intelligence to Analyze and Activate a Better CX
Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements.
This episode of Ama...
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February 18, 2025 • 27 mins
Building Heart-Centered Customer Relationships
Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the biggest enemy of good customer service?
How can companies get better custome...
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February 11, 2025 • 32 mins
Future-Proofing Your Business Through AI Integration
Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI's impact on customer experience, service delivery, and productivity.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can AI simplify the process of deliver...
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February 4, 2025 • 27 mins
Prioritizing Customer Retention over Acquisition
Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What Disn...
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January 28, 2025 • 31 mins
Why Great Service Must Come Before Customer Rewards
Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and m...
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January 21, 2025 • 27 mins
Strengthening Business Partnerships Using the Triple Fit Strategy
Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth.
This episode of Amazing Business Radio with ...
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January 14, 2025 • 28 mins
How Storytelling Transforms Guest Experience
Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is hospitality mentality?
What role does story...
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January 7, 2025 • 31 mins
Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization
Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing.
Th...
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December 31, 2024 • 25 mins
How to Use Customer Feedback to Transform Your Business
Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation.
This episode of Amazing Business Radio with Shep Hyken answers the following questions ...
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December 24, 2024 • 26 mins
How an Amazing Customer Experience Can Be a Differentiator for Your Brand
Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey.
This episode of Amazing ...
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December 17, 2024 • 29 mins
Designing Impactful Customer and Community Engagement
Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies integrate t...
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December 10, 2024 • 35 mins
Gathering, Acknowledging, and Responding to Customer Feedback
Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and ...
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