Shep Hyken's Blog, page 10
March 17, 2025
AI and Customer Service Should be Boring with Damon Covey
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 technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company’s existing customer service team rather than replace it?
Why is it essential for businesses to consider customer communication preferences when designing support systems?
Top Takeaways
In customer service, “boring” means delivering consistent, reliable service without any issues or drama.
Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.
Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.
Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.
Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.
AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.
Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!
Quotes:
“Customer service should be so good that it’s boring.”
“Exceptional customer support is engaging with your customers on their terms, whether it’s through phone conversation, chat, or text.”
“The companies that can find the real balance between AI and humans will make customer service a differentiator for their business.”
“When diving into AI, focus on starting with a specific problem to solve. Start small, something practical and sometimes boring, but that’s where real solutions emerge.”
About:
Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can businesses enhance their customer service experience using AI technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company’s existing customer service team rather than replace it?
Why is it essential for businesses to consider customer communication preferences when designing support systems?
Top Takeaways
In customer service, “boring” means delivering consistent, reliable service without any issues or drama.
Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.
Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.
Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.
Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.
AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.
Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!
Quotes:
“Customer service should be so good that it’s boring.”
“Exceptional customer support is engaging with your customers on their terms, whether it’s through phone conversation, chat, or text.”
“The companies that can find the real balance between AI and humans will make customer service a differentiator for their business.”
“When diving into AI, focus on starting with a specific problem to solve. Start small, something practical and sometimes boring, but that’s where real solutions emerge.”
About:
Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of March 17, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
The Customer Experience Gen Z Expects From Every Brand by Keith Farley
(CMSWire) While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands.
My Comment: We kick off this week’s Top Five Roundup with an article about Gen Z and their CX expectations. My annual customer service and CX research shows a big difference in what younger generations (versus older) expect from the companies and brands they do business with. This article summarizes some of those main preferences: simplicity, personalization, and empathy.
Keeping it Authentic: Why Being Real Wins Every Time by Bizcommunity.com
(Bizcommunity.com) Did you know that 86% of consumers say authenticity is a key factor when deciding which brands they like and support? In a world filled with perfectly curated content and filtered realities, authenticity has become more than just a buzzword – it’s a necessity.
My Comment: Our “mantra” at my company is “Be Amazing or Go Home.” We want to be amazing for our clients and help them be amazing for their customers (clients, patients, members, etc.). After reading this article, the first thing I thought was that maybe a good mantra for any brand might be to swap out the word “amazing” for “authentic.” In other words, “Be Real (or Authentic)…” What customer wants to do business with a company or brand that is not authentic? This short article shares the benefits and examples of what it takes to be authentic.
20 Innovative Lessons from Simplyhealth’s Contact Centre by Megan Jones
(Call Centre Helper) Here are just some of the top lessons we learnt from Simplyhealth on how to engage your workforce and scale your contact centre operations.
My Comment: Simplyhealth runs a contact center that supports more than 2.5 customers. Using AI to support both agents and customers/patients, they share 20 of the strategies and tactics they use to take advantage of technology, empower employees, and create happy customers.
Gross Bathroom? It Can Cost Your Customer Experience by Kristen Doerer
(Restaurant Dive) Dirty restrooms, out-of-stock paper towels and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.
My Comment: I call this “The Bathroom Experience.” While this article focuses on how a dirty restroom can impact the customer experience at restaurants, “The Bathroom Experience” is a metaphor for how details count. I love how the article mentions that a dirty restroom can “send sales down the toilet.” The point is, when you don’t pay attention to the detail of the bathrooms your customers are using, what other details do your customers wonder are being missed or mismanaged?
From Taylor Swift to KFC: The Power of Experience Economics by Justin Racine
(CMSWire) Why is it that when consumers go on vacations, they have no issue shelling out dollars to buy dinners, rounds of golf, spa visits, and anything else their hearts desire? And yet, when they’re not on vacation, they watch every penny with distinctive scrutiny and observation.
My Comment: Yes, another article that uses Taylor Swift as a case study. However, this article mixes the iconic musical artist with KFC. How do these “brands” get customers to spend money on them? The one-word answer is: experience. The author includes several other ideas and case studies. So, take a few minutes to learn about the power of Experience Economics.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
The Customer Experience Gen Z Expects From Every Brand by Keith Farley
(CMSWire) While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands.
My Comment: We kick off this week’s Top Five Roundup with an article about Gen Z and their CX expectations. My annual customer service and CX research shows a big difference in what younger generations (versus older) expect from the companies and brands they do business with. This article summarizes some of those main preferences: simplicity, personalization, and empathy.
Keeping it Authentic: Why Being Real Wins Every Time by Bizcommunity.com
(Bizcommunity.com) Did you know that 86% of consumers say authenticity is a key factor when deciding which brands they like and support? In a world filled with perfectly curated content and filtered realities, authenticity has become more than just a buzzword – it’s a necessity.
My Comment: Our “mantra” at my company is “Be Amazing or Go Home.” We want to be amazing for our clients and help them be amazing for their customers (clients, patients, members, etc.). After reading this article, the first thing I thought was that maybe a good mantra for any brand might be to swap out the word “amazing” for “authentic.” In other words, “Be Real (or Authentic)…” What customer wants to do business with a company or brand that is not authentic? This short article shares the benefits and examples of what it takes to be authentic.
20 Innovative Lessons from Simplyhealth’s Contact Centre by Megan Jones
(Call Centre Helper) Here are just some of the top lessons we learnt from Simplyhealth on how to engage your workforce and scale your contact centre operations.
My Comment: Simplyhealth runs a contact center that supports more than 2.5 customers. Using AI to support both agents and customers/patients, they share 20 of the strategies and tactics they use to take advantage of technology, empower employees, and create happy customers.
Gross Bathroom? It Can Cost Your Customer Experience by Kristen Doerer
(Restaurant Dive) Dirty restrooms, out-of-stock paper towels and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.
My Comment: I call this “The Bathroom Experience.” While this article focuses on how a dirty restroom can impact the customer experience at restaurants, “The Bathroom Experience” is a metaphor for how details count. I love how the article mentions that a dirty restroom can “send sales down the toilet.” The point is, when you don’t pay attention to the detail of the bathrooms your customers are using, what other details do your customers wonder are being missed or mismanaged?
From Taylor Swift to KFC: The Power of Experience Economics by Justin Racine
(CMSWire) Why is it that when consumers go on vacations, they have no issue shelling out dollars to buy dinners, rounds of golf, spa visits, and anything else their hearts desire? And yet, when they’re not on vacation, they watch every penny with distinctive scrutiny and observation.
My Comment: Yes, another article that uses Taylor Swift as a case study. However, this article mixes the iconic musical artist with KFC. How do these “brands” get customers to spend money on them? The one-word answer is: experience. The author includes several other ideas and case studies. So, take a few minutes to learn about the power of Experience Economics.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
March 11, 2025
Nothing Has Changed in Customer Service … And Everything Has Changed in Customer Service
With all the talk of AI, ChatGPT and more, I’m often asked when interviewed, “What’s changed in customer service?” My answer is accurate: Nothing!
For thousands of years – actually about 3,775 years – when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction. That’s the way it’s been and will continue to be for thousands of years to come.
But there’s also another answer to the same question about what’s changed: Everything!
By everything, I’m referring to the latest methods of responding to customers’ questions and handling their problems and complaints. I mentioned that for 3,775 years, customers have been contacting companies when they have problems or questions. About 10 years ago, I wrote a Forbes.com article when I learned that tucked away in the British Museum is an ancient complaint that dates back to 1750 B.C.
Nanni, the customer, bought copper ore from a supplier, Ea-Nasir. Unhappy with his purchase, Nanni sent a letter in the form of a stone tablet with the engraved complaint. Loosely translated, the “letter” opens with these words, “What do you take me for that you treat somebody like me with such contempt?” The rest of the letter was a demand that he receive what he thought was right.
Customers still complain, and companies – at least the good ones – respond and properly take care of their customers. But how they do so has radically changed.
What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating. AI has become the topic of the day, and the strides made in automation and self-service have come a long way.
While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience.
At its core, customer service hasn’t changed. Customers still want to be heard, understood and valued. Sometimes, they even want a little empathy. However, what has changed is the way we deliver that experience. The tools may have evolved from stone tablets to AI chatbots, but the goal remains the same: take care of the customer.
Companies that embrace new technologies while staying true to the timeless principles of great service – listening, responding quickly, and meeting or exceeding expectations – are the ones that will keep their customers coming back. The best companies know that while everything seems to change, the most important thing never changes: a relentless focus on the customer!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
March 10, 2025
Understanding and Meeting Customer Expectations with the Help of AI with Alexandre (Alex) Hadade
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies leverage artificial intelligence to improve customer experience?
What challenges do businesses face in becoming truly customer-centric?
How does AI compare to traditional surveys in measuring customer satisfaction?
How can customer feedback effectively enhance products and services?
What role does AI play in analyzing customer churn and retention?
Top Takeaways
To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.
With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience.
AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.
Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.
Customer satisfaction isn’t just about resolving complaints; it’s about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others.
The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive.
Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!
Quotes:
“When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions.”
“You’re not using technology effectively if you’re only focusing on surface-level operational metrics. Dive deeper to understand why your users are dissatisfied, identify the root causes, and collaborate with your product team to make impactful changes that enhance customer experience and reduce churn.”
“CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”
“Take advantage of the AI boom to truly understand your users at scale. Use the evolution of technology not just to deploy simple chatbots but also to delve into the root causes of dissatisfaction.”
About:
Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies leverage artificial intelligence to improve customer experience?
What challenges do businesses face in becoming truly customer-centric?
How does AI compare to traditional surveys in measuring customer satisfaction?
How can customer feedback effectively enhance products and services?
What role does AI play in analyzing customer churn and retention?
Top Takeaways
To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.
With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience.
AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.
Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.
Customer satisfaction isn’t just about resolving complaints; it’s about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others.
The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive.
Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!
Quotes:
“When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions.”
“You’re not using technology effectively if you’re only focusing on surface-level operational metrics. Dive deeper to understand why your users are dissatisfied, identify the root causes, and collaborate with your product team to make impactful changes that enhance customer experience and reduce churn.”
“CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”
“Take advantage of the AI boom to truly understand your users at scale. Use the evolution of technology not just to deploy simple chatbots but also to delve into the root causes of dissatisfaction.”
About:
Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of March 10, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Loyalty Programs by Marketoonist
(Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are.
My Comment: This week’s Top Five roundup starts with a fun take on loyalty programs. I’m a huge fan of cartoons, so much so that about ten years ago, I started creating cartoons to go with my weekly newsletter ( The Shepard Letter ) to give a visual and (usually) humorous take on the topic of my article. Tom Fishburne is a cartoonist and speaker who also does weekly cartoons, and this week, he not only shares a great cartoon about customer loyalty but also shares commentary and several other cartoons he’s created on the topic over the years. Get ready to smile!
Privacy-First Personalization in Marketing Wins Customer Trust by Atul Jindal
(CMSWire) Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here’s how to keep trust alive.
My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise. This article makes the case of ensuring you have a “privacy first” policy. Anything less could erode trust with your customer, and customers who don’t trust you won’t buy from you.
Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization
(Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Thriving companies are built on a foundation of genuine appreciation. As a result, employee appreciation is fast becoming the crown jewel of company culture.
My Comment: National Employee Appreciation Day falls on the first Friday of March each year. This year, the Entrepreneurs’ Organization reached out to its membership and asked them how they recognize and appreciate their employees. Nine responses (mine included) shared some great ideas to consider. Remember, a good customer experience (CX) starts with a good employee experience (EX). Also, even though the “holiday” falls on one day a year, we should practice the idea of employee appreciation every day.
Getting Ghosted? 5 Ways to Boost Customer Loyalty by Foundever®
(Foundever®) Customer care has entered a new era — one where AI, automation and self-service are reshaping the landscape faster than you can say, “Let me speak to a manager.” While these tools enhance efficiency, they can also feel impersonal without careful attention and planning. So how do you strengthen customer loyalty while embracing digital convenience?
My Comment: Sometimes, customers just seem to disappear. We thought they were happy, but apparently, they were not. Of course, you want to create the experience that gets the customer to say, “I’ll be back,” yet today, it is more difficult than ever. In addition to competition, there are other ways companies are ramping up their CX that include automation, AI, and other enhancements to the experience. Here are five ideas to help you avoid being “ghosted” by your customer.
Survey Says: Students Are Customers by Colleen Flaherty
(Inside Higher Ed) More than three in five students consider themselves customers of their institution, according to a new analysis of Inside Higher Ed’s Student Voice data. Is that a bad thing?
My Comment: This is an article that takes the position that a college or university student should be treated as a customer. I love this idea and have been booked several times over the years to speak to teachers and school administrators (both primary and secondary education) about customer/student service. If you want to get a case study on how a University does this well, take a look at High Point University, which has been recognized as the #1 Best-Run college in the nation by The Princeton Review. Businesses want their customers to return and refer friends and family, so why not a college or university? By the way, the concept of “The Customer Is Always Right” does not apply to students who get the wrong answer on a test.
BONUS
2025 CX Senate: The Fate of Customer Experience by Metric Sherpa
(Metric Sherpa) Draped in Roman togas but armed with modern insights, Shep Hyken, Juanita Coley, Justin Robbins, Mary Drumond, and Nate Brown gather in this epic, no-nonsense discussion on the future of customer experience.
My Comment: This week, I was on a panel with several other customer service experts. We took a unique and very entertaining approach. The five of us on the panel were part of a “CX Senate” from ancient Roman times. If you want to see what I (and my colleagues) look like in a toga while talking about modern-day CX challenges, this is your chance. This is a great video. Nate Brown and Mary Drumond set up the premise in the first seven minutes or so, and then we launched into some great conversations about the problems and opportunities in CX. This is a YouTube video. Enjoy!
“This Is Just Evil”: Servers Share The Most Infuriating ‘Tips’ They’ve Ever Received by Simona Kinderytė, Rugile Baltrunaite, and Robyn Smith
(Bored Panda) Bored Panda has put together a jaw-dropping list of the wildest ways customers have “thanked” staff for serving them. And some might make you want to pay a little extra at your next restaurant visit to make up for other people’s bad behavior. We also spoke to customer service expert and best-selling author Shep Hyken about tipping culture.
My Comment: In the past few weeks, Robyn Smith at Bored Panda has interviewed me on several business-related topics. This week, she interviewed me about the “evil side of tipping” and sprinkled my commentary throughout more than 60 examples of bad tipping experiences posted on social media. Some of these examples will make you cringe, smile, and even laugh out loud (LOL)!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Loyalty Programs by Marketoonist
(Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are.
My Comment: This week’s Top Five roundup starts with a fun take on loyalty programs. I’m a huge fan of cartoons, so much so that about ten years ago, I started creating cartoons to go with my weekly newsletter ( The Shepard Letter ) to give a visual and (usually) humorous take on the topic of my article. Tom Fishburne is a cartoonist and speaker who also does weekly cartoons, and this week, he not only shares a great cartoon about customer loyalty but also shares commentary and several other cartoons he’s created on the topic over the years. Get ready to smile!
Privacy-First Personalization in Marketing Wins Customer Trust by Atul Jindal
(CMSWire) Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here’s how to keep trust alive.
My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise. This article makes the case of ensuring you have a “privacy first” policy. Anything less could erode trust with your customer, and customers who don’t trust you won’t buy from you.
Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization
(Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Thriving companies are built on a foundation of genuine appreciation. As a result, employee appreciation is fast becoming the crown jewel of company culture.
My Comment: National Employee Appreciation Day falls on the first Friday of March each year. This year, the Entrepreneurs’ Organization reached out to its membership and asked them how they recognize and appreciate their employees. Nine responses (mine included) shared some great ideas to consider. Remember, a good customer experience (CX) starts with a good employee experience (EX). Also, even though the “holiday” falls on one day a year, we should practice the idea of employee appreciation every day.
Getting Ghosted? 5 Ways to Boost Customer Loyalty by Foundever®
(Foundever®) Customer care has entered a new era — one where AI, automation and self-service are reshaping the landscape faster than you can say, “Let me speak to a manager.” While these tools enhance efficiency, they can also feel impersonal without careful attention and planning. So how do you strengthen customer loyalty while embracing digital convenience?
My Comment: Sometimes, customers just seem to disappear. We thought they were happy, but apparently, they were not. Of course, you want to create the experience that gets the customer to say, “I’ll be back,” yet today, it is more difficult than ever. In addition to competition, there are other ways companies are ramping up their CX that include automation, AI, and other enhancements to the experience. Here are five ideas to help you avoid being “ghosted” by your customer.
Survey Says: Students Are Customers by Colleen Flaherty
(Inside Higher Ed) More than three in five students consider themselves customers of their institution, according to a new analysis of Inside Higher Ed’s Student Voice data. Is that a bad thing?
My Comment: This is an article that takes the position that a college or university student should be treated as a customer. I love this idea and have been booked several times over the years to speak to teachers and school administrators (both primary and secondary education) about customer/student service. If you want to get a case study on how a University does this well, take a look at High Point University, which has been recognized as the #1 Best-Run college in the nation by The Princeton Review. Businesses want their customers to return and refer friends and family, so why not a college or university? By the way, the concept of “The Customer Is Always Right” does not apply to students who get the wrong answer on a test.
BONUS
2025 CX Senate: The Fate of Customer Experience by Metric Sherpa
(Metric Sherpa) Draped in Roman togas but armed with modern insights, Shep Hyken, Juanita Coley, Justin Robbins, Mary Drumond, and Nate Brown gather in this epic, no-nonsense discussion on the future of customer experience.
My Comment: This week, I was on a panel with several other customer service experts. We took a unique and very entertaining approach. The five of us on the panel were part of a “CX Senate” from ancient Roman times. If you want to see what I (and my colleagues) look like in a toga while talking about modern-day CX challenges, this is your chance. This is a great video. Nate Brown and Mary Drumond set up the premise in the first seven minutes or so, and then we launched into some great conversations about the problems and opportunities in CX. This is a YouTube video. Enjoy!
“This Is Just Evil”: Servers Share The Most Infuriating ‘Tips’ They’ve Ever Received by Simona Kinderytė, Rugile Baltrunaite, and Robyn Smith
(Bored Panda) Bored Panda has put together a jaw-dropping list of the wildest ways customers have “thanked” staff for serving them. And some might make you want to pay a little extra at your next restaurant visit to make up for other people’s bad behavior. We also spoke to customer service expert and best-selling author Shep Hyken about tipping culture.
My Comment: In the past few weeks, Robyn Smith at Bored Panda has interviewed me on several business-related topics. This week, she interviewed me about the “evil side of tipping” and sprinkled my commentary throughout more than 60 examples of bad tipping experiences posted on social media. Some of these examples will make you cringe, smile, and even laugh out loud (LOL)!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
March 4, 2025
How to Learn About Your Customers’ Complaints – Even When They Don’t Tell You
How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, “I’ll just ask them,” and that’s a great answer. Direct feedback is a gift. But maybe there’s another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com, a sounding board for consumers to leave comments and reviews when they can’t get the customer service they want or deserve. In our Amazing Business Radio interview, he suggested that a proactive approach to handling complaints is more than just meeting with your team to discuss what you’re hearing from customers or what you think makes them unhappy. Take the guesswork out of it. Short of direct feedback, which in my opinion is still the best way to learn if your customers love you (or not), read competitor reviews on their websites or in the B2B world and partake in industry forums to find out what customers are saying about the companies they do business with.
In addition to looking at competitors’ websites and industry forums, monitor social channels for mentions of your competitors. While most companies practice “social listening” for their own brands, paying attention to social mentions about your competition gives you a broader insight into what’s happening in your industry.
Based on what you learn, create a Complaint Prevention Checklist. For example, if customers frequently complain about long hold times when calling your competition’s customer support, examine your company’s response time. If customers are frustrated by your competition’s complicated return policies, make sure you aren’t guilty of the same.
This isn’t a “do it once” exercise. Take time each quarter – maybe even each month – to examine this type of feedback. Share insights with your team and use them to stay customer-focused and ahead of your competition. Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In a perfect world, you would have no complaints.
In my book, I’ll Be Back: How to Get Customers to Come Back Again and Again , one of the six strategies I cover in the final chapter is to find out what your competition does well and adapt it to your company. Don’t copy, but use their ideas for inspiration to make it your own. And if you pay attention to Podolsky’s advice, you’ll also want to find out what your competition isn’t doing well. Of course, you’ll want to determine if your organization is guilty of the same behaviors or operational snafus and proactively seek to eliminate or mitigate the problems.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
March 3, 2025
Achieving Zero Customer Complaints with Bill Price
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatisfaction?
Why is it important for company executives to engage directly with the customers?
What are the potential revenue losses associated with unresolved customer complaints?
Top Takeaways
Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.
It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.
Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.
Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.
There’s value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.
Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!
Quotes:
“When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they’ll tell their friends about your business.”
“Customer retention isn’t just about keeping one customer. It’s about expanding your reach through your customers’ influence.”
“Most executives are too removed from the frontlines. They read reports and attend meetings, but they do not hear the real voice of the customer. They must get in front of the customers and experience serving them firsthand.”
“Don’t just do a really good job at handling the complaint. Figure out what those complaints are about and get rid of them at the root cause.”
About:
Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatisfaction?
Why is it important for company executives to engage directly with the customers?
What are the potential revenue losses associated with unresolved customer complaints?
Top Takeaways
Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.
It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.
Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.
Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.
There’s value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.
Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!
Quotes:
“When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they’ll tell their friends about your business.”
“Customer retention isn’t just about keeping one customer. It’s about expanding your reach through your customers’ influence.”
“Most executives are too removed from the frontlines. They read reports and attend meetings, but they do not hear the real voice of the customer. They must get in front of the customers and experience serving them firsthand.”
“Don’t just do a really good job at handling the complaint. Figure out what those complaints are about and get rid of them at the root cause.”
About:
Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of March 3, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
What Causes Customer Rage Today? by John A. Goodman
(CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly. An upset customer is not a rational customer. While the struggle to reach a human is a top issue, rage is also rooted in unmet expectations and being treated unfairly, often with no apology.
My Comment: We kick off this week’s Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!
How Patagonia’s Repairs Program Drives Loyalty and Customer Advocacy by Michael Brady
(Retail Dive) Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.
My Comment: Customers appreciate and like doing business with companies and brands that “give back.” My annual customer service and CX research found that 62% of US customers said they prefer to do business with a company that has a social cause that is important to them. Patagonia is one of the most socially conscious brands on the planet, and the “planet” is its cause. They are known for its sustainability mission, and this article demonstrates how an authentic cause that is baked into its mission drives customer loyalty.
CX Meaning: What Is Customer Experience & Why It Matters by Michael Hinshaw
(CustomerThink) That’s why customer experience isn’t just about products or services—it’s about the emotional connection customers have with a brand. And the businesses that prioritize CX—delivering seamless interactions, personalized service, and reliable experiences—are the ones that lead the way.
My Comment: What is CX? The author’s definition is simple and accurate: “It is the sum of all interactions a customer has with a business from the first time they hear about it to their ongoing relationship with the brand.” I like this article because it reminds us of the basics of CX and includes compelling information that reminds us why we need to relentlessly focus on managing CX.
Get the Message: Why Text-Based Channels Are Critical to Modern Customer Experience by Foundever
(Foundever) From social media messaging to in-app chat, text-based channels have never been more popular among consumers as a means of engaging with brands. And while text-based communication offers a host of inherent business benefits, integrating these channels into existing systems also presents challenges that organizations must navigate effectively.
My Comment: Do customers really want to use text messaging to communicate with the companies and brands they do business with? Our customer service research indicates that a third of your customers (36%) do, and that’s why you should read this article. Customers are increasingly using smartphones to communicate with brands in ways beyond the traditional phone, and text is providing more flexibility in how they communicate. Learn five ways text will boost your business and five potential challenges in implementing a texting program.
Leverage Consumer Trends to Enhance Customer Service Processes by Joanna Clark-Simpson
(CX Network) Joanna Clark-Simpson explains 5 ways customer service can improve, simply by paying attention to the latest consumer trends.
My Comment: When you understand consumer trends, you can leverage that insight into a better customer service experience. In other words, pay attention to how customers buy, what they say about your (and your competitors’) products, and more. The author shares five ways that understanding consumer trends (how consumers think and act) will help you improve customer service.
BONUS
The Next Evolution of Customer Experience: Q&A with Shep Hyken by Eric Stoessel
(Medallia) Celebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey to AI, personalization, and more.
My Comment: Medallia interviewed me for this article to share some of the ideas that I’ll be covering when I’m at their upcoming Experience ’25 conference in March at the beautiful Wynn in Las Vegas. We talk about what’s next for CX and more. Check out the article, and if you’re interested in attending the conference, here’s the link: https://www.medallia.com/experience/.
Health Care Myth-Takes to Avoid by Shep Hyken and Neil Baum, MD
(Physicians Practice) Let us discuss five myths with high stakes that could cost you money and patients and even result in complications and decreased outcomes.
My Comment: I recently wrote an article about “mythstakes,” the mistakes we make by believing a myth or anything we thought correct. My friend, Dr. Neil Baum, MD, asked if we could collaborate on tweaking the article for healthcare. It’s a great recap, and even if you’re not in healthcare, you’ll easily see the connection to your business.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
What Causes Customer Rage Today? by John A. Goodman
(CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly. An upset customer is not a rational customer. While the struggle to reach a human is a top issue, rage is also rooted in unmet expectations and being treated unfairly, often with no apology.
My Comment: We kick off this week’s Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!
How Patagonia’s Repairs Program Drives Loyalty and Customer Advocacy by Michael Brady
(Retail Dive) Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.
My Comment: Customers appreciate and like doing business with companies and brands that “give back.” My annual customer service and CX research found that 62% of US customers said they prefer to do business with a company that has a social cause that is important to them. Patagonia is one of the most socially conscious brands on the planet, and the “planet” is its cause. They are known for its sustainability mission, and this article demonstrates how an authentic cause that is baked into its mission drives customer loyalty.
CX Meaning: What Is Customer Experience & Why It Matters by Michael Hinshaw
(CustomerThink) That’s why customer experience isn’t just about products or services—it’s about the emotional connection customers have with a brand. And the businesses that prioritize CX—delivering seamless interactions, personalized service, and reliable experiences—are the ones that lead the way.
My Comment: What is CX? The author’s definition is simple and accurate: “It is the sum of all interactions a customer has with a business from the first time they hear about it to their ongoing relationship with the brand.” I like this article because it reminds us of the basics of CX and includes compelling information that reminds us why we need to relentlessly focus on managing CX.
Get the Message: Why Text-Based Channels Are Critical to Modern Customer Experience by Foundever
(Foundever) From social media messaging to in-app chat, text-based channels have never been more popular among consumers as a means of engaging with brands. And while text-based communication offers a host of inherent business benefits, integrating these channels into existing systems also presents challenges that organizations must navigate effectively.
My Comment: Do customers really want to use text messaging to communicate with the companies and brands they do business with? Our customer service research indicates that a third of your customers (36%) do, and that’s why you should read this article. Customers are increasingly using smartphones to communicate with brands in ways beyond the traditional phone, and text is providing more flexibility in how they communicate. Learn five ways text will boost your business and five potential challenges in implementing a texting program.
Leverage Consumer Trends to Enhance Customer Service Processes by Joanna Clark-Simpson
(CX Network) Joanna Clark-Simpson explains 5 ways customer service can improve, simply by paying attention to the latest consumer trends.
My Comment: When you understand consumer trends, you can leverage that insight into a better customer service experience. In other words, pay attention to how customers buy, what they say about your (and your competitors’) products, and more. The author shares five ways that understanding consumer trends (how consumers think and act) will help you improve customer service.
BONUS
The Next Evolution of Customer Experience: Q&A with Shep Hyken by Eric Stoessel
(Medallia) Celebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey to AI, personalization, and more.
My Comment: Medallia interviewed me for this article to share some of the ideas that I’ll be covering when I’m at their upcoming Experience ’25 conference in March at the beautiful Wynn in Las Vegas. We talk about what’s next for CX and more. Check out the article, and if you’re interested in attending the conference, here’s the link: https://www.medallia.com/experience/.
Health Care Myth-Takes to Avoid by Shep Hyken and Neil Baum, MD
(Physicians Practice) Let us discuss five myths with high stakes that could cost you money and patients and even result in complications and decreased outcomes.
My Comment: I recently wrote an article about “mythstakes,” the mistakes we make by believing a myth or anything we thought correct. My friend, Dr. Neil Baum, MD, asked if we could collaborate on tweaking the article for healthcare. It’s a great recap, and even if you’re not in healthcare, you’ll easily see the connection to your business.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
February 25, 2025
May the Farce Be With You
The title may be a bit misleading. You don’t want to be a victim of a farce. You want to experience a positive force. Before I go further, let’s give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.
A company makes a statement or a promise, and we are let down. The farce is something you want to avoid. To give you an idea of what they are, here are five common customer service and CX farces, and I’ll wager that most of you have experienced at least one, if not all of them:
“Your call is very important to us” – When you call customer support and hear that recorded message, for a moment, there is hope. Maybe my call is important to them, and they might answer quickly … and then they don’t.
“We value your feedback” – Some companies make a big deal about wanting you to fill out their surveys to get feedback, with the idea that your suggestions and comments will help future customers. The problem is that few companies acknowledge the feedback, and many customers wonder if their voice is ever heard.
“We offer 24/7 customer support” – They may have 24/7 support, but it’s not live support. It’s supported by AI. If there is a complicated or personal issue, AI is not always the answer. If a company is going to offer 24/7 support, they should disclose what that means. There’s nothing wrong with sharing the truth about support during off-hours. And the good news is that today’s version of AI is far better than even just a year or two ago. So, for most issues, 24/7 support can work. Still, don’t hide that 24/7 support might include “talking” to a bot.
Money-back guarantee – The intention of a money-back guarantee is to build trust. There must be conditions on the offer, or some nefarious customers will abuse the intent of the guarantee, which will eventually ruin it for other customers. There needs to be “reasonable conditions,” making an offer that’s reasonable for the customer to understand and expect. For example, L.L. Bean had a lifetime satisfaction guarantee. But back in 2018, it announced a new policy due to customers abusing its generosity. By the way, customers who were honest and fair didn’t argue or weren’t worried about this because it still met what the intent of the guarantee was all about.
Free trial offers – Many “free trials” require a credit card and automatically convert into a paid subscription. Yes, they are free. But, if you are not careful, you will miss the end of the free trial and automatically be converted to a paid subscriber.
Here’s your assignment.
I could go on with many more of these examples. Customers don’t want a farce. They want a force. Here’s your assignment. Sit with your team and share these five farces. Then, brainstorm with the team to determine if you’re guilty of these or others.
Avoid the farce, and let’s close with a line from one of the most successful movie franchises in history, Star Wars. When it comes to customer service, “May the Force be with you!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
February 24, 2025
How AI can Transform Customer Experience with Sid Banerjee
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand customer feedback better?
What role does AI play in analyzing customer data and providing actionable insights?
How can companies effectively activate their customer data to make informed business improvements?
How does AI’s cost-effectiveness influence its use in customer experience?
Top Takeaways
Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.
While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.
AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.
Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.
Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.
Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.
Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!
Quotes:
“Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences.”
“It’s important to meet people where they are. You need to capture customer feedback and understand what they are saying in the moment rather than solely relying on survey responses that may come hours or days after the experience.”
“AI will not completely disrupt the human-to-human customer experience. We will increasingly interact with automated experiences, but we still need humans to design experiences, maintain quality, and ensure ethical values.”
“The best way to lead change is to be the change. We are at a tipping point where customer experience is rapidly changing. Lean into the change and never lose sight of your mission to drive good customer experiences.”
About:
Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand customer feedback better?
What role does AI play in analyzing customer data and providing actionable insights?
How can companies effectively activate their customer data to make informed business improvements?
How does AI’s cost-effectiveness influence its use in customer experience?
Top Takeaways
Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.
While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.
AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.
Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.
Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.
Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.
Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!
Quotes:
“Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences.”
“It’s important to meet people where they are. You need to capture customer feedback and understand what they are saying in the moment rather than solely relying on survey responses that may come hours or days after the experience.”
“AI will not completely disrupt the human-to-human customer experience. We will increasingly interact with automated experiences, but we still need humans to design experiences, maintain quality, and ensure ethical values.”
“The best way to lead change is to be the change. We are at a tipping point where customer experience is rapidly changing. Lean into the change and never lose sight of your mission to drive good customer experiences.”
About:
Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
