Best Shep Hyken Podcasts (2024)

1
MGMA Insights: Shep Hyken on Enhancing the Patient Experience in Healthcare 26:00

11d ago26:00

26:00

Welcome to the MGMA Insights podcast. In today's episode, we have the pleasure of speaking with Shep Hyken, a renowned customer service and experience expert. Shep is the Chief Amazement Officer at Shepard Presentations and has been inducted into the National Speakers Association's Hall of Fame for his lifetime achievements in professional speaking…

1
MGMA Week in Review: Cybersecurity, Addiction Treatment, and Nurse Self-Scheduling 19:51

1h ago19:51

19:51

In this episode of the MGMA Week in Review podcast, hosts Daniel Williams, Senior Editor at MGMA, and Colleen Luckett, Editor and Writer at MGMA, discuss the latest news and insights for medical practice leaders and MGMA members. Major Topics Bipartisan legislation to improve healthcare cybersecurity after a ransomware attack The need for more inst…

1
Strategies for getting executive buy-in to adopt AI-first CS 21:04

22h ago21:04

21:04

Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail. Watch this episod…

1
MGMA Insights: Sarah Clark on Enhancing the Patient Experience 33:17

2d ago33:17

33:17

In this episode of the MGMA Insights Podcast, host Daniel Williams sits down with Sarah Clark, owner of Sarah Clark Consulting, as she dives into the crucial aspects of improving patient experience and increasing profits within medical practices. This discussion explores practical strategies to help medical practice leaders tackle common challenges…

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

6h 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
Consultants Corner: Key Strategies for Optimizing Compensation and Benefits with Sharon Sagarra 21:14

4d ago21:14

21:14

In this episode of the MGMA Insights Podcast, host Daniel Williams speaks with Sharon Sagarra, MBA, FACMPE, owner of Sagarra Medical Consulting, and an MGMA Consultant. Sharon shares her extensive experience in healthcare management and provides actionable strategies for medical practice leaders to optimize compensation and benefits plans for their…

1
MGMA Week in Review: Addressing Medicare Cuts, Boosting Employee Morale, and Enhancing Patient Experience 25:48

7d ago25:48

25:48

Welcome to another episode of the MGMA Week in Review Podcast with hosts Daniel Williams, Senior Editor at MGMA, and Colleen Luckett, Editor and Writer at MGMA. In today's episode, we tackle some pressing issues facing medical practice leaders. We delve into the recent Medicare physician cuts, explore strategies to boost employee morale through mod…

1
How to lead your customer service team into the AI future 24:06

8d ago24:06

24:06

Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sha…

1
MGMA Member Spotlight: Delores McNair and Bryana Blanco on the Impact of Mentorship on Healthcare Careers 30:10

9d ago30:10

30:10

In this episode of the MGMA Member Spotlight podcast, host Daniel Williams sits down with Delores McNair, Division Administrator at Duke University School of Medicine, and Bryana Blanco, Nursing Development Specialist at AdventHealth. Together, they discuss the MGMA Mentorship Program, their personal healthcare journeys and the importance of mentor…

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

7h 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
MGMA Week in Review: Revolutionizing Patient Care: Language Services, Drone Deliveries, and Reducing Physician Burnout 18:48

14d ago18:48

18:48

Welcome to the MGMA Week in Review Podcast. Host Daniel Williams, Senior Editor at MGMA, is joined by Cristy Good, Senior Advisor, and Colleen Luckett, Writer and Editor. We have an exciting episode lined up, combining insights from our 'Ask an Advisor' series with the latest developments in healthcare practices. Let's dive right in! Story 1: Impor…

1
Business Solutions: Optimizing Onboarding Strategies for Physicians and Advanced Practice Providers 42:43

3d ago42:43

42:43

In this episode of the MGMA Business Solutions podcast, host Daniel Williams sat down with Tara Osseck, Regional Vice President of Recruitment at Jackson Physician Search, and Jenny Binner, Associate Vice President of Emergency Medicine Services at locumtenens.com. The discussion centered on the critical importance of effective onboarding processes…

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

6d 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
MGMA Insights: Stewart Gandolf on the Keys to Successfully Market Your Medical Practice 36:52

18d ago36:52

36:52

In this episode of the MGMA Insights Podcast, host Daniel Williams welcomes guest Stewart Gandolf, CEO at Healthcare Success. Gandolf shares his extensive experience in healthcare marketing, dating back to the 1990s when he started teaching private practice doctors about effective marketing strategies. During the conversation, Gandolf provides an o…

1
MGMA Week in Review: Overcoming Impostor Syndrome, Cybersecurity Threats, and Geriatric Care Training 18:35

21d ago18:35

18:35

In this episode of the MGMA Podcast Network's Week in Review, hosts Daniel Williams and Colleen Luckett discuss a range of healthcare industry news and insights. They cover strategies for overcoming impostor syndrome in leaders, the impact of the Supreme Court's Chevron deference decision on healthcare policy, cybersecurity threats targeting the he…

1
Maximizing Team Efficiency with AI: Insights from Intercom's Customer Service leaders 25:50

22d ago25:50

25:50

In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders lo…

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

10d 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
MGMA Member Spotlight: Kendra Yahns on Internships and Leadership Development in Healthcare Management 32:14

23d ago32:14

32:14

In this episode of the MGMA Member Spotlight, host Daniel Williams interviews Kendra Yahns, Executive Director of Perkins Spine and Sports Medicine. Yahns shares her journey in healthcare leadership, discusses the benefits of internship programs in private practices and emphasizes the importance of leadership training in healthcare management. Heal…

1
Customer Focused Leadership Featuring Blake Morgan 25:56

11d 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
MGMA Member Spotlight: Bill Kenney on Developing a Successful Employee Wellness Program 26:08

25d ago26:08

26:08

In this episode of the MGMA Member Spotlight podcast, host Daniel Williams welcomes Bill Kenney, CEO of Dermatology Consultants, to share his expertise in developing an employee wellness program. Bill discusses his background in healthcare management and social work. He outlines Dermatology Consultants' size and scope and his role overseeing 180 em…

1
MGMA Week in Review: Navigating Rising Costs and Staffing Challenges in Medical Practices 22:47

28d ago22:47

22:47

Welcome to the MGMA Week in Review podcast. Hosted by Daniel Williams, Senior Editor at MGMA, and Colleen Luckett, Editor and Writer at MGMA. This episode covers the latest healthcare news and trends, including strategies for managing rising operating costs, solutions for staffing challenges, and innovative ideas for repurposing closed rural hospit…

1
Building the future of AI-first customer service 19:33

29d ago19:33

19:33

This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service. Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw 😁 Follow the people: https://www.linkedi…

1
MGMA Member Spotlight: Enhancing Healthcare Outcomes Through Teamwork and Innovation with Lisa Stockdale 31:47

1M ago31:47

31:47

Welcome to another episode of the MGMA Insights Podcast, hosted by Daniel Williams. In this episode, Daniel interviews Lisa Stockdale, Director of Value-Based Care at Silver Cross Hospital. They discuss healthcare management, innovative care models, the importance of teamwork, and the integration of digital transformation to improve patient outcome…

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

20d 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
MGMA Week in Review: Engaging the Next Generation in Healthcare and Navigating Practice Transitions 26:47

1M ago26:47

26:47

Welcome to the MGMA Week in Review podcast. Hosted by Daniel Williams, Senior Editor at MGMA, along with co-host Colleen Luckett, Editor and Writer at MGMA. This episode covers the latest healthcare news and trends, including innovative ways to attract younger generations to healthcare careers, essential tips for transitioning practice ownership, a…

1
Off Script: Reinventing customer service with AI 27:02

27d ago27:02

27:02

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer …

1
MGMA Insights: Unlocking Strategies for Medical Practice Leaders with Andy Swanson 30:50

1M ago30:50

30:50

Welcome to another episode of the MGMA Insights Podcast. Today, we have Andy Swanson, MGMA's Senior Vice President of Product Strategy and Sales, joining us. In this episode, we dive into MGMA’s strategic approach to face-to-face conferences, the Advanced Strategy for Medical Practice Leaders book series, and new initiatives tailored to support med…

1
The Employee Experience Revolution Featuring John DiJulius 31:09

27d 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
MGMA Week in Review: Addressing Clinical Documentation, The Art of Listening, and The Rise of Concierge Medicine 18:35

1M ago18:35

18:35

This episode of the MGMA Week in Review podcast features an in-depth look at several critical issues in healthcare today. Hosts Daniel Williams and Colleen Luckett explore the impact of clinical documentation burdens, the essential role of listening in patient care, recent trends in employee benefits, strategies to stay relevant in the healthcare j…

1
Unlocking customer service's strategic potential with AI 17:13

1M ago17:13

17:13

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI. Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU 😁 F…

1
Business Solutions: Leveraging AI for a cutting-edge patient experience 22:50

1M ago22:50

22:50

This episode of the MGMA Business Solutions podcast features John Poli, Industry Principal for Healthcare at RingCentral. With over 20 years of experience in healthcare leadership, Poli has been at the forefront of leveraging innovative technology to drive digital transformation and business strategy. Chatting with host Daniel Williams, Poli discus…

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

1M 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
MGMA Week in Review: Breach Notifications, Primary Care Compensation, and Medical Debt Impact 15:34

2M ago15:34

15:34

This episode of the MGMA Weekend Review Podcast is hosted by Daniel Williams and Colleen Luckett. Key topics include HHS reversing course on breach notifications, primary care physician compensation, bipartisan support for healthcare reform, the impact of medical debt, and improving obesity treatment training. Major Takeaways: - HHS will now allow …

1
Shep Hyken on getting ahead of the competition with exceptional CX 37:30

2M ago37:30

37:30

Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience. Watch this episode on YouTube: https://www.youtube.com…

1
MGMA Insights: Unlocking HR Strategies for Medical Practice Leaders with Cristy Good 35:37

2M ago35:37

35:37

Introduction: Welcome to another episode of the MGMA Insights Podcast, hosted by Daniel Williams. In this episode, Daniel sits down with Cristy Good, Senior Advisor at MGMA, to chat about the essential Human Resources strategies every medical practice leader should know. Cristy, a former healthcare practice administrator and a co-author of MGMA’s n…

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

1M 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
MGMA Insights: Developing Your Team Through HR Strategies for Employee Growth, Performance Management, and Recruitment 33:05

2M ago33:05

33:05

In this MGMA Member Spotlight Podcast episode, host Daniel Williams speaks with Tony Schier, Executive Director of Cheyenne Obstetrics and Gynecology, about implementing successful human resources practices. They discuss strategies for developing employee skills, tracking performance goals, conducting effective interviews, and onboarding new hires.…

1
MGMA Week in Review: Addressing Mental Health Costs, Nurse Recruitment Strategies, and Preventing Physician Burnout 18:30

2M ago18:30

18:30

In this MGMA Week in Review podcast episode, Daniel Williams and Colleen Luckett discuss the shocking costs of ignoring mental health issues, strategies medical groups use to recruit nurses, and ways to prevent physician burnout through mindfulness and partnerships. Key Takeaways and Resources: (Healthcare Finance News) - Colleen shares a recent an…

1
MGMA Insights: Peer-to-Peer Conversations and Work-Life Balance with Dr. Jennifer Taylor 27:46

2M ago27:46

27:46

In the latest episode of the MGMA Insights Podcast, host Daniel Williams welcomes Dr. Jennifer Taylor, Lead Medical Director at Humana, to discuss crucial topics affecting medical practice leaders today. Dr. Taylor shares the importance of effective communication among medical professionals, strategies for achieving a balanced work-life dynamic, an…

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

2M 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
MGMA Member Spotlight: Leading a Large Independent Primary Care Group through Value-Based Care with Eric Schwab 27:23

2M ago27:23

27:23

On this episode of the MGMA Insights Podcast, host Daniel Williams sits down with Eric Schwab, COO of Preferred Primary Care Physicians. Eric shares his journey from real estate to becoming a leader in healthcare management. He discusses leading Preferred Primary Care, the largest independent primary care group in Western Pennsylvania with over 90 …

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