Best Shep and Morgan 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
Late Night Chat with the Squad 2:12:24

12h ago2:12:24

2:12:24

We record a session on a random Wednesday night with a few special guests! Talking podcast name changes, Pizza, NAME THAT TUNE, and of course music.By Shep and Morgan

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
All The Good Things 57:20

20d ago57:20

57:20

In this episode we keep the positive vibes and talk about what we are planning to do for the rest of the year and few side projects we are working on!By Shep and Morgan

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
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
High Vibes Only 1:20:58

1M ago1:20:58

1:20:58

This weeks happenings and we make a 1 month rule where we only talk about positive aspects of our week. Also, discuss possibly renaming the podcast! Enjoy!By Shep and Morgan

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

30d 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
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
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
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
Lunch Is Dead AF - Let's Get Naughty 1:15:59

2M ago1:15:59

1:15:59

Update on what's going on around town. Money isn't real. The music scene is still alive.By Shep and Morgan

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

3M 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
Lunch is Dead AF - State of the Union (Music Edition) 1:51:14

3M ago1:51:14

1:51:14

Incase you have not seen or heard, there have been some major roadblocks to our downtown's outdoor music shows. We dive right into what's going on, what we are trying to do to get some rules changed, and even have a special guest come on to speak their part! EnjoyBy Shep and Morgan

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
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
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
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
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…

1
What is the Frank And Oak secret for adapting to changing customer preferences? 21:19

4M ago21:19

21:19

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy. Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the followi…

1
Embracing Resilience to Achieve Brilliance Featuring Simon T. Bailey 23:10

4M ago23:10

23:10

How Building Resilience Can Positively Impact Customer Service Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resil…

1
Embracing AI to Enhance Customer and Employee Experience Featuring Elizabeth Tobey 30:30

5M ago30:30

30:30

How to Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more…

1
Lunch is Dead AF - Jmays & Zbro 59:11

5M ago59:11

59:11

In this groundbreaking episode we sit down with the legendary JMays & ZBro to discuss their resurrection tour. They will be back together full band this Saturday 04/12 in the alley behind One19 ready to blow you away. Give it a listen to learn the history of the band, how everyone knows each other, and why they decided that the time was right for t…

1
Lunch is Dead AF - Stinky Feet and Clearing up Some Rumors 1:13:42

5M ago1:13:42

1:13:42

Morgan kicks her shoes off and we get down and dirty some chatter around Dickson.By Shep and Morgan

1
The 5 Steps to a 5-Star Customer Experience Featuring Katie Mares 26:39

5M ago26:39

26:39

How to Elevate Customer Experience and Strengthen Loyalty Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. This episode of Amazing Business Radio with S…

1
Transforming Customer Feedback into Action Featuring Sara Caldwell 26:43

5M ago26:43

26:43

The Impact of “Customer Research” on Achieving Customer Success Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. This episode of Amazing Business Radio with Shep Hyken answers the following …

1
What trends are shaping customer experiences in 2024? 27:51

5M ago27:51

27:51

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer int…

1
The Fundamentals of Customer Engagement Featuring Spencer Burke 29:39

5M ago29:39

29:39

Embracing AI for Marketing and Customer Experience Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. This episode of Amazing Business Radio with Shep H…

1
Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell 27:36

6M ago27:36

27:36

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. This episode of Amazing Business Radio…

1
Lunch is Dead AF - Country Thangs and Dream Chasin' 1:22:34

6M ago1:22:34

1:22:34

Morgan reads some excerpts from her new book and we chat on the State of the Union that is Dickson.By Shep and Morgan

1
Rocking Customer Experience Featuring Jim Serger 30:58

6M ago30:58

30:58

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van…

1
Lunch is Dead AF - Naughty Input and The Party Animals 1:16:39

6M ago1:16:39

1:16:39

Just a bunch of chatter on whatever comes to mind.By Shep and Morgan

1
A Company Culture of Good Featuring Chad Jensen 27:23

6M ago27:23

27:23

A Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Ra…

1
Big Bets and Bold Leadership Featuring John Rossman 26:22

6M ago26:22

26:22

Transforming Your Business and Customer Experience Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative. Th…

1
How can employee-facing technology improve your customer experience? 24:32

6M ago24:32

24:32

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and custom…

1
Lunch is Dead AF - Name that Tune and Manifestation 1:14:06

6M ago1:14:06

1:14:06

Start off hot with some name that tune and a bunch of laughs. Then we get into some wild synchronicities that the universe blessed us with this past week. Also Morgan and Shep set out to prove that we can manifest our dreams .By Shep and Morgan

1
How to SEDUCE Your Customers Featuring John Boccuzzi Jr. 28:30

6M ago28:30

28:30

Identifying and Eliminating Friction for Your Customers and Employees Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience. Top…

1
Lunch is Dead AF - Train Shots and Human Design 1:06:27

7M ago1:06:27

1:06:27

All over the place. We get into some random conversations and then dive into some more details about Human Design.By Shep and Morgan

1
The Human Touch in a Tech-Driven World with Venk Korla 33:05

7M ago33:05

33:05

Balancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences. This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:  How is artificial inte…

1
LIDAF - Shep's Wild Bday Week and Credit Card Fees 58:10

7M ago58:10

58:10

In this one we rehash Shep's wild bday week and discuss some potential operational shifts at the brewery! Let us know wha you think.By Shep and Morgan

1
Reimagining Customer Loyalty Programs Featuring Zsuzsa Kecsmar 28:39

7M ago28:39

28:39

The Latest Trends in Customer Loyalty Programs Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. This episode of Amazing Business Radio w…

1
Improving Customer Experience from the Backroom to the Frontlines Featuring Michael Hinshaw 26:55

7M ago26:55

26:55

Committing to Customer Centricity Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture. This episode of Amazing Busine…

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