CX Champions · 2024-04-25 · 48 min
This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep is a New York Times and Wall Street Journal bestselling author, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues - acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service.
Inside OLLY’s Digital Strategy: Jennifer Peters on Using Martech and AI to Enhance the Customer Experience71 / 100
Unlocking the Power of AI in Pharma with Dr. Eric Trepanier of ODAIA
Typeform's Vision for AI-Driven Holistic Customer Experience with Chief Product Officer Aleks Bass
Delivering 18 Years of Bold CX: Christian Mitchell's Journey at Northwestern Mutual
HubSpot's CX Evolution: A Conversation with Nicholas Holland, VP of Product