Best Shep Hyken Podcasts (2024)

1
What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw) 33:16

8h ago33:16

33:16

On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers. According to TechSee, a visual customer experience solutions provider and technology partner of TELUS International, more than one in three consumers in the United States don’t consider themselves to…

1
Revolutionizing Customer Connections: Digital Strategies Featuring Elisabeth Zornes 24:40

5h ago24:40

24:40

Partnering with Customers to Co-create an Amazing Customer Experience Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How does…

1
Tamara Keefe of Clementine's Naughty and Nice Creamery 37:21

5d ago37:21

37:21

In this episode, host Mike Miller chats with Tamara Keefe of Clementine's Naughty & Nice Creamery. The discussion focuses on Clementine's growth over the past decade, including Keefe's investment in a 25,000-square-foot manufacturing facility in Baden and expansion plans for Kansas City. Keefe also shares insights into the challenges of funding the…

1
How to Avoid Customer Experience Breakdowns Featuring Rony Vexelman 26:48

5h ago26:48

26:48

Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey.…

1
How AI and Humans Are Changing the Customer Service Game Featuring Gaurav Passi 30:25

9d ago30:25

30:25

Seamlessly Combining AI, Human Touch, and Data in Customer Experience Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and m…

1
Scott Morris, UMSL's Entrepreneurship & Innovation Center Director 22:08

4d ago22:08

22:08

In this episode, host Mike Miller chats with Scott Morris, director of the Entrepreneurship & Innovation Center at the University of Missouri–St. Louis. In his role, Morris works with students and local entrepreneurs to help them execute ideas and grow their businesses. The conversation touches on Morris' background in the private sector and the st…

1
An Inclusive Employee Experience Featuring Jonathan Stutz 27:07

9d ago27:07

27:07

Building High-Performance Teams through Inclusion, Diversity, and Equity Shep Hyken interviews Jonathan Stutz, President of Global Diversity Partners, Inc. and author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging. He shares daily practices and strategies for inclusive leadership that create a workplace where em…

1
How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton) 29:53

14d ago29:53

29:53

On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations. Customer centricity goes beyond providing good customer service, relying on company leadership to consider every decision, action and strategy from the perspective of the customer. …

1
The 3 E's of Customer Experience Featuring Michelle Pascoe 25:12

14d ago25:12

25:12

Tips for Training Teams with a Hospitality Mentality Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression. This episode of Amazing Business Radio with Shep Hyken answers th…

1
Hello Citizen Founder and CEO John Stamm 21:16

1M ago21:16

21:16

In this episode, host Mike Miller chats with Hello Citizen founder and CEO John Stamm. The St. Louis-based startup harnesses artificial intelligence to help businesses, voters, government officials, and others stay on top of all of the topics and ideas being discussed in local and state government through digestible meeting recaps. In this conversa…

1
How to Boost Customer Experience Featuring Stephen Kowal 22:33

1M ago22:33

22:33

How Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences. This episode of Amazing Business Radi…

1
A Human-Centric Approach to Artificial Intelligence Featuring Jeffrey Russell 29:00

1M ago29:00

29:00

Creating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience. This episode of Amazing Business Radio with Shep Hyken a…

1
Ole Tyme Produce's President and CEO Joan Daleo 26:18

1M ago26:18

26:18

In this episode, host Mike Miller chats with Ole Tyme Produce's president and CEO Joan Daleo. For more than 50 years, Ole Tyme Produce has been a St. Louis mainstay in the food distribution business. But when the pandemic arrived and the restaurant industry froze, Ole Tyme Produce reached a pivot point. It was up to Daleo and her team to come up wi…

1
How to Be Ridiculously Easy to Do Business Featuring David Avrin 27:42

1M ago27:42

27:42

Tips on How to Eliminate Friction for Your Customers Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer expe…

1
#35 Using AI during or after the conversation? 14:37

2M ago14:37

14:37

Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. What’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast Paolo Fabrizio unveils the results of a laser-focussed survey right on these topics.…

1
Customer Focused Leadership Featuring Blake Morgan 25:56

2M ago25:56

25:56

How to Get into the Customer Experience Mindset Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer, and how to create a culture that prio…

1
Edward Jones' Managing Partner Penny Pennington 26:16

2M ago26:16

26:16

In this episode, host Mike Miller chats with Penny Pennington, managing partner of Edward Jones. The discussion touches on the company's St. Louis roots, how Edward Jones has benefitted from being a St. Louis institution, and the ways in which it is leveraging artificial intelligence to assist clients. Pennington also shares insights into The Great…

1
How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell) 30:59

2M ago30:59

30:59

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences. Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates that 9 out of 10 customers consider an immediate response from custome…

1
Nordstrom's Customer Service Evolution Featuring Robert Spector 26:20

2M ago26:20

26:20

Embracing Changing Customer Needs Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times. This …

1
The Employee Experience Revolution Featuring John DiJulius 31:09

2M ago31:09

31:09

A Good CX Starts With a Good EX - How to Create a Fulfilling and Meaningful Employee Experience Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment. This episode of Amazing Business…

1
Guarantee Electrical CEO Rich Ledbetter 22:38

2M ago22:38

22:38

In this episode, host Mike Miller chats with Guarantee Electrical CEO Rich Ledbetter. The discussion focuses on the company's pivot to an employee ownership model, including the benefits and pain points of ESOPs for leaders and employees alike. Ledbetter also shares insights into what the ESOP process looks like, industries where the model might wo…

1
Adding Value Beyond the Purchase Featuring Mikhail Naumov 23:53

3M ago23:53

23:53

How to Proactively Anticipate Customer Needs Shep Hyken interviews Mikhail Naumov,founder and CEO of Paylode Inc. He discusses how businesses can enhance their customers' experiences by proactively addressing their secondary and tertiary needs, going beyond just selling their core products or services. This episode of Amazing Business Radio with Sh…

1
The Power of Human-Applied AI Featuring Verizon CXO Brian Higgins 23:12

2M ago23:12

23:12

Transforming Customer Experiences One Interaction at a Time Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience. This episode of Amazing Business Radio with Shep Hyken answers th…

1
Maxine Clark on the Delmar DivINe 41:30

3M ago41:30

41:30

In this episode, host Mike Miller chats with Build-A-Bear founder Maxine Clark, who is now the CEO and co-founder of the Clark-Fox Family Foundation. The discussion touches on the impact of the Delmar DivINe, including how the development is serving as a hub for nonprofits and essential services. Clark also shares insights into how to recognize goo…

1
How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand) 43:04

3M ago43:04

43:04

On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth. According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that word of mouth, facilitated…

1
Challenging the Status Quo of Customer Experience Featuring Joseph Michelli 25:58

3M ago25:58

25:58

How Curiosity and Innovation Can Transform Your Business Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming busin…

1
#34 My experience on training digital skills 20:58

3M ago20:58

20:58

When it comes to Digital Customer Service, 'continuous learning' applies both for the trainer and participants. That's exactly Paolo Fabrizio's experience after delivering several training digital skills sessions. Here are some golden takeaways on delivery methods and key digital conversational skills. Read full article here >>…

1
Embracing the Four Phases of the Contact Center Featuring Joseph Walsh 32:12

3M ago32:12

32:12

Optimizing Process, People, and Technology to Create a Better Customer Service Experience Shep Hyken interviews Joseph Walsh, Vice President of Product Marketing for GoTo. He shares the Four Phases of the Contact Center and the significance of placing customer experience at the heart of your company's operations. This episode of Amazing Business Ra…

1
Customer Experience Expert Shep Hyken 38:15

3M ago38:15

38:15

In this episode, host Mike Miller chats with Shep Hyken, the St. Louis–based bestselling author, podcaster, and keynote speaker who helps organizations around the world learn and implement best practices for serving people in a variety of industries. The discussion focuses on the trends in customer experience and customer service that leaders of an…

1
Empowered Leadership in Times of Crisis Featuring Brian P. Kruzelnick 38:06

4M ago38:06

38:06

Why Trust, Readiness, and Humanity are Important in Crisis Management Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture. NOTE: This episod…

1
How AI Innovation Drives a Better Customer Experience Featuring Alan Masarek 34:14

4M ago34:14

34:14

Empowering Customer Interactions and Employee Engagement Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes. This episode of Amazing Business Radio with Shep Hyken answers the following que…

1
FOCUS St. Louis President and CEO Yemi Akande-Bartsch 33:59

4M ago33:59

33:59

In this episode, host Mike Miller chats with FOCUS St. Louis president and CEO Yemi Akande-Bartsch. The discussion touches on Akande-Bartsch's approach to helping local leaders reach their full potential, including why it can be helpful to create a map of leadership ecosystems to understand challenges and build relationships. Akande-Bartsch also sh…

1
Elevated Experience Equals Emotional Engagement Featuring Richard Weylman 25:50

4M ago25:50

25:50

Acquire and Keep Clients for Life Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition. This episode of Amazing Business Radio wit…

Podcasts Worth a Listen

Shep Hyken Podcasts

Podcasts Worth a Listen

Quick Reference Guide