Shep Hyken's Blog, page 6
July 28, 2025
The Risks and Rewards of AI in Customer Service with Matt Price
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies effectively balance AI automation with the human element in customer service?
What are hidden sources of waste in customer service operations, and how can they be eliminated?
Why is it important for organizations to move away from viewing customer service as just a cost center?
How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions?
How can AI be used to enhance, rather than replace, meaningful human engagement?
Top Takeaways
Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed.
Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales.
Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn’t accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI’s mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support.
Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product.
Organizations that prioritize customer service tend to achieve better results. Customer service isn’t just something you “have to do.” It can be your company’s main way to stand out from your competition.
Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in!
Quotes:
“AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should.”
“AI will be about jobs changing rather than jobs going away. Customer service roles will evolve, deepen, and offer more opportunities for career growth.”
“For most organizations, it’s incredibly difficult to implement AI in a way that delivers high-quality customer experiences. And if it’s not high quality, then it becomes more expensive and the purpose is lost. AI can help companies save money, but when it doesn’t work, it ends up costing more by losing customers or needing more time to fix mistakes.”
About:
Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support 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 effectively balance AI automation with the human element in customer service?
What are hidden sources of waste in customer service operations, and how can they be eliminated?
Why is it important for organizations to move away from viewing customer service as just a cost center?
How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions?
How can AI be used to enhance, rather than replace, meaningful human engagement?
Top Takeaways
Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed.
Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales.
Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn’t accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI’s mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support.
Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product.
Organizations that prioritize customer service tend to achieve better results. Customer service isn’t just something you “have to do.” It can be your company’s main way to stand out from your competition.
Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in!
Quotes:
“AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should.”
“AI will be about jobs changing rather than jobs going away. Customer service roles will evolve, deepen, and offer more opportunities for career growth.”
“For most organizations, it’s incredibly difficult to implement AI in a way that delivers high-quality customer experiences. And if it’s not high quality, then it becomes more expensive and the purpose is lost. AI can help companies save money, but when it doesn’t work, it ends up costing more by losing customers or needing more time to fix mistakes.”
About:
Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support 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 .
July 27, 2025
Top 5 Customer Service & CX Articles for Week of July 28, 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.
Why Predictive Service Is the Next Big Thing for Your Customer Service by Juan C. Rezk
(Entrepreneur) To drive growth, companies should transform customer support from reactive to predictive and proactive. Using foresight, ethical data, and strategic alignment can turn customer experience into a key competitive advantage.
My Comment: We open this week’s Top Five with an article about proactive service. It’s one thing to answer calls and inquiries quickly. Customers expect that. However, what if you took care of problems before they happened? The article can be summed up by the author’s comment, “The new standard set by digital leaders has created a powerful demand for proactive personalization… A reactive model is inherently defensive, waiting for a customer to raise a flag that signals a problem.”
Bill Gates Just Worked a Shift at His Daughter’s Startup. It Taught an Important Leadership Lesson by Jessica Stillman
(Inc. Magazine) The Microsoft co-founder’s stint in customer service was a publicity stunt, but also a good reminder to leaders to spend more time in the trenches.
My Comment: This article reminds us of the importance of stepping out of our offices and spending time on the front line to understand the reality of what customers experience when they do business with us. In my book, I’ll Be Back: How to Get Customers to Come Back Again and Again, I tell the story of Bill Gates who went to Microsoft’s product support center, put on a headset, and answered the phone, “Microsoft product support. This is William. How can I help you?” Whether you answer customer calls or mystery shop your company, you must know and understand what customers experience.
8 Brands That Nail The Branded Packaging Experience by Brittany Hodak
(Brittany Hodak) Even before a customer opens your product, they’re interacting with your packaging. The box on their doorstep sets the tone for everything inside. And once it’s opened? It might stick around in their home for days, weeks, or even months. That’s not just packaging—it’s a branded experience that lingers.
My Comment: Customer Experience is more than responding to customer complaints, issues, and inquiries. It’s the total experience, from beginning to end, and then continues when the customer comes back. My friend and co-host of our SUPER AMAZING Show, makes the point with brands that have nailed the experience of packaging. Yes, that cardboard box you receive in the mail (or from any other carrier) makes an impression. Brittany has great comments and examples about the concept that everything is experience.
Orchestrating Empathy Where Your Funnel Falls Short by Tav Laskauskas
(MarTech) The uncomfortable truth? Your sophisticated automation is creating experiences so robotic that customers can smell the algorithm from a mile away. And in a world where trust and genuine connection are commodities, that’s a problem worth solving.
My Comment: The sales funnel (the journey customers take as they discover you, learn about your products, do their research, and eventually buy) is a big part of the customer experience. That early journey will help a customer decide whether to do business with you or not. This article discusses the opportunity to incorporate empathy into the process. Today’s customers want to feel connected. They may not need much empathy or emotion, but they still want to feel good about their decision to do business with you. This interesting article covers empathy in the automated sales process.
Costco’s Insane Return Policy Correlates with Insane Growth by John Dijulius
(The Dijulius Group) One of Costco customers’ most beloved perks? A 100% satisfaction guarantee on most items. Members can return most purchases at any time—no time limit required. Even without a receipt, returns are easy since every purchase is linked to a member’s account.
My Comment: We wrap up this week’s roundup with a very short article that will take you less than a minute or so to read. My buddy and fellow CX expert, John DiJulius, points out and comments on the power of “Costco’s Insane Return Policy,” and how it helps drive their success. Our annual customer service and CX research confirms this idea that easy returns are a big reason why customers come back. Costco nails it!
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.
Why Predictive Service Is the Next Big Thing for Your Customer Service by Juan C. Rezk
(Entrepreneur) To drive growth, companies should transform customer support from reactive to predictive and proactive. Using foresight, ethical data, and strategic alignment can turn customer experience into a key competitive advantage.
My Comment: We open this week’s Top Five with an article about proactive service. It’s one thing to answer calls and inquiries quickly. Customers expect that. However, what if you took care of problems before they happened? The article can be summed up by the author’s comment, “The new standard set by digital leaders has created a powerful demand for proactive personalization… A reactive model is inherently defensive, waiting for a customer to raise a flag that signals a problem.”
Bill Gates Just Worked a Shift at His Daughter’s Startup. It Taught an Important Leadership Lesson by Jessica Stillman
(Inc. Magazine) The Microsoft co-founder’s stint in customer service was a publicity stunt, but also a good reminder to leaders to spend more time in the trenches.
My Comment: This article reminds us of the importance of stepping out of our offices and spending time on the front line to understand the reality of what customers experience when they do business with us. In my book, I’ll Be Back: How to Get Customers to Come Back Again and Again, I tell the story of Bill Gates who went to Microsoft’s product support center, put on a headset, and answered the phone, “Microsoft product support. This is William. How can I help you?” Whether you answer customer calls or mystery shop your company, you must know and understand what customers experience.
8 Brands That Nail The Branded Packaging Experience by Brittany Hodak
(Brittany Hodak) Even before a customer opens your product, they’re interacting with your packaging. The box on their doorstep sets the tone for everything inside. And once it’s opened? It might stick around in their home for days, weeks, or even months. That’s not just packaging—it’s a branded experience that lingers.
My Comment: Customer Experience is more than responding to customer complaints, issues, and inquiries. It’s the total experience, from beginning to end, and then continues when the customer comes back. My friend and co-host of our SUPER AMAZING Show, makes the point with brands that have nailed the experience of packaging. Yes, that cardboard box you receive in the mail (or from any other carrier) makes an impression. Brittany has great comments and examples about the concept that everything is experience.
Orchestrating Empathy Where Your Funnel Falls Short by Tav Laskauskas
(MarTech) The uncomfortable truth? Your sophisticated automation is creating experiences so robotic that customers can smell the algorithm from a mile away. And in a world where trust and genuine connection are commodities, that’s a problem worth solving.
My Comment: The sales funnel (the journey customers take as they discover you, learn about your products, do their research, and eventually buy) is a big part of the customer experience. That early journey will help a customer decide whether to do business with you or not. This article discusses the opportunity to incorporate empathy into the process. Today’s customers want to feel connected. They may not need much empathy or emotion, but they still want to feel good about their decision to do business with you. This interesting article covers empathy in the automated sales process.
Costco’s Insane Return Policy Correlates with Insane Growth by John Dijulius
(The Dijulius Group) One of Costco customers’ most beloved perks? A 100% satisfaction guarantee on most items. Members can return most purchases at any time—no time limit required. Even without a receipt, returns are easy since every purchase is linked to a member’s account.
My Comment: We wrap up this week’s roundup with a very short article that will take you less than a minute or so to read. My buddy and fellow CX expert, John DiJulius, points out and comments on the power of “Costco’s Insane Return Policy,” and how it helps drive their success. Our annual customer service and CX research confirms this idea that easy returns are a big reason why customers come back. Costco nails it!
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.
July 22, 2025
Just Because a Person Can Do Something, It Doesn’t Mean They Should
There seems to be a lot of controversy and questions surrounding AI being used to support customers. The customer experience can be enhanced with AI, but it can also derail and cause customers to head to the competition. Last week, I wrote an article title Just Because AI Can Do Something, Doesn’t Mean It Should. The gist of the article was that while AI has impressive capabilities, there are situations in which human-to-human interaction is still preferred, even necessary, especially for complex, sensitive or emotionally charged customer issues.
However, there is a flip side. Sometimes AI is the smart thing to use, and eliminating human-to-human interaction actually creates a better customer experience. The point is that just because a human could handle a task doesn’t mean they should.
Before we go further, keep in mind that even if AI should handle an issue, my customer service and CX research finds almost seven out of 10 customers (68%) prefer the phone. So, there are some customers who, regardless of how good AI is, will only talk to a live human being.
Here’s a reality: When a customer simply wants to check their account balance, reset a password, track a package or any other routine, simple task or request, they don’t need to talk to someone. What they really want, even if they don’t realize it, is fast, accurate information and a convenient experience.
The key is recognizing when customers value efficiency over engagement. Even with 68% of customers preferring the phone, they also want convenience and speed. And sometimes, the most convenient experience is one that eliminates unnecessary human interaction.
Smart companies are learning to use both strategically. They are finding a balance. They’re using AI for routine, transactional interactions while making live agents available for situations requiring judgement, creativity or empathy.
The goal isn’t to replace humans with AI. It’s to use each where they excel most. That sometimes means letting technology do what it can do best, even if a human could technically do the job. The customer experience improves when you match the right resource to the customers’ specific need.
That’s why I advocate pushing the digital, AI-infused experience for the right reasons but always – and I emphasize the word always – giving the customer an easy way to connect to a human and continue the conversation.
In the end, most customers don’t care whether their problem is solved by a human or AI. They just want it solved well.
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 .
July 21, 2025
The AI-Powered Evolution of Customer Support with Cisco’s Jay Patel
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How is AI transforming the customer service experience?
How is AI improving self-service options for businesses?
Will AI ever fully replace human customer service agents?
How can AI help reduce burnout and attrition rates among contact center agents?
What risks should companies watch out for as they adopt AI in customer service?
Top Takeaways
Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents.
Many customers still prefer to call customer service, despite companies offering self-service options. In this year’s Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent.
Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently.
While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations “just like humans,” allowing customers to get resolutions without waiting for a human agent to become available.
Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use.
AI just doesn’t help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don’t need to repeat themselves, and it can give agents the information they need to solve the customer’s problems efficiently.
As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services.
Jay Patel shares information about Cisco’s WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology.
Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in!
Quotes:
“We’ve been speaking a lot longer than we’ve been typing, and I think the most profound technology change we’ll see soon is that machines will be able to understand us through voice.”
“I don’t see a human-less contact center. Technology today is going to augment organizations’ ability to serve customers better, but there will still be a need for humans, websites, and even physical locations.”
“Attrition in contact center agents is high because people often get burned out. AI will help detect agent stress, enable better coaching, and hopefully lower attrition by making the job itself more interesting and fulfilling.”
About:
Jay Patel is the Senior Vice President and General Manager of Cisco’s Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market.
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 is AI transforming the customer service experience?
How is AI improving self-service options for businesses?
Will AI ever fully replace human customer service agents?
How can AI help reduce burnout and attrition rates among contact center agents?
What risks should companies watch out for as they adopt AI in customer service?
Top Takeaways
Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents.
Many customers still prefer to call customer service, despite companies offering self-service options. In this year’s Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent.
Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently.
While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations “just like humans,” allowing customers to get resolutions without waiting for a human agent to become available.
Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use.
AI just doesn’t help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don’t need to repeat themselves, and it can give agents the information they need to solve the customer’s problems efficiently.
As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services.
Jay Patel shares information about Cisco’s WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology.
Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in!
Quotes:
“We’ve been speaking a lot longer than we’ve been typing, and I think the most profound technology change we’ll see soon is that machines will be able to understand us through voice.”
“I don’t see a human-less contact center. Technology today is going to augment organizations’ ability to serve customers better, but there will still be a need for humans, websites, and even physical locations.”
“Attrition in contact center agents is high because people often get burned out. AI will help detect agent stress, enable better coaching, and hopefully lower attrition by making the job itself more interesting and fulfilling.”
About:
Jay Patel is the Senior Vice President and General Manager of Cisco’s Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
July 15, 2025
Just Because AI Can Do Something, Doesn’t Mean It Should
I’m often asked, “What should AI be used for?” While there is much that AI can do to support businesses in general, it’s obvious that I’m being asked how it relates to customer service and customer experience (CX). The true meaning of the question is more about what tasks AI can do to support a customer, thereby potentially eliminating the need for a live agent who deals directly with customers. First, as the title of this article implies, just because AI can do something, it doesn’t mean it should. Yes, AI can handle many customer support issues, but even if every customer were willing to accept that AI can deliver good support, there are some sensitive and complicated issues for which customers would prefer to talk to a human.
Additionally, consider that, based on my annual customer experience research, 68% of customers (that’s almost seven out of 10) prefer the phone as their primary means of communication with a company or brand. However, another finding in the report is worth mentioning: 34% of customers stopped doing business with a company because self-service options were not provided. Some customers insist on the self-service option, but at the same time, they want to be transferred to a live agent when appropriate.
AI works well for simple issues, such as password resets, tracking orders, appointment scheduling and answering basic or frequently asked questions. Humans are better suited for handling complaints and issues that need empathy, complex problem-solving situations that require judgment calls and communicating bad news.
An AI-fueled chatbot can answer many questions, but when a medical patient contacts the doctor’s office about test results related to a serious issue, they will likely want to speak with a nurse or doctor, not a chatbot.
Consider these questions before implementing AI for customer interactions
AI for addressing simple customer issues has become affordable for even the smallest businesses, and an increasing number of customers are willing to use AI-powered customer support for the right reasons. Consider these questions before implementing AI for customer interactions:
Is the customer’s question routine or fact-based?
Does it require empathy, emotion, understanding and/or judgment (emotional intelligence)?
Could the wrong answer cause a problem or frustrate the customer?
As you think about the reasons customers call, which ones would they feel comfortable having AI handle?
Do you have an easy and seamless way for customers to be transferred to a human when needed?
The point is, regardless of how capable the technology is, it doesn’t mean it is best suited to deliver what the customer wants. Live agents can “read the customer” and know how to effectively communicate and empathize with them. AI can’t do that … yet. The key isn’t choosing between AI and humans. It’s knowing when to use each one.
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 .
July 14, 2025
How Verizon Is Setting a New Standard for Customer Experience with Sampath
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can you turn your call center from a cost center to a profit center?
Why should companies invest in improving customer experience?
How can organizations use customer feedback to enhance their products and services?
Why is it important for leadership to be accessible to customers when addressing service issues?
How can proactive customer service resolve complex issues more efficiently?
Top Takeaways
Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it’s reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product.
Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don’t have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.
First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a “customer champion” inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.
Being “customer first” means making sure every channel, whether it’s digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what’s easiest for them and have a great experience every time, it contributes to creating a flawless experience.
AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.
Retail isn’t dead. It’s just become impersonal for many customers. However, if you create a store experience that’s good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again.
Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term.
Quotes:
“When a customer reaches out to us, they don’t reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher.”
“Getting feedback is a gift. I want to hear what’s not working for our customers.”
“Providing the best customer experience may seem like a lot of money, but it pays for itself. At the end of the day, it makes life easy for the customer. When they are happy, they stay with us longer and help us attract more customers.”
“We don’t need to be the lowest price, we need to be the best value for money.”
“Customer care is a revenue center, a profit center, and a center for experience excellence.”
About:
Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that’s the largest in the U.S., generating over $103 billion in annual revenue.
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 you turn your call center from a cost center to a profit center?
Why should companies invest in improving customer experience?
How can organizations use customer feedback to enhance their products and services?
Why is it important for leadership to be accessible to customers when addressing service issues?
How can proactive customer service resolve complex issues more efficiently?
Top Takeaways
Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it’s reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product.
Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don’t have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.
First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a “customer champion” inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.
Being “customer first” means making sure every channel, whether it’s digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what’s easiest for them and have a great experience every time, it contributes to creating a flawless experience.
AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.
Retail isn’t dead. It’s just become impersonal for many customers. However, if you create a store experience that’s good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again.
Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term.
Quotes:
“When a customer reaches out to us, they don’t reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher.”
“Getting feedback is a gift. I want to hear what’s not working for our customers.”
“Providing the best customer experience may seem like a lot of money, but it pays for itself. At the end of the day, it makes life easy for the customer. When they are happy, they stay with us longer and help us attract more customers.”
“We don’t need to be the lowest price, we need to be the best value for money.”
“Customer care is a revenue center, a profit center, and a center for experience excellence.”
About:
Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that’s the largest in the U.S., generating over $103 billion in annual revenue.
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 July 14, 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.
A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar
(ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system. Today, these AI agents provide consistent, multilingual service at scale, leveraging a diverse set of reliable data.
My Comment: We kick off this week’s Top Five roundup with an article from the amazing Vala Afshar, the Chief Digital Evangelist for Salesforce. The subject is AI, and I like this deep dive into his three best practices recommendations. While Salesforce is a huge company, that doesn’t mean the strategies and tactics that Vala shares don’t apply to small and medium-sized businesses. They do. Whether you are currently using or thinking of using AI for customer service and CX, you will want to read this article.
Dear Bosses, Please Stop Calling It “the Year of the Customer” by Hope Horner
(Inc. Magazine) There’s nothing wrong with wanting to put more emphasis on the customer. That instinct is a good one. But enough with the slogans! If it’s really about the customer, prove it.
My Comment: I’ve preached from the very beginning of my career that a focus on the customer is an all-the-time effort. I’ve been to many company conferences and worked with clients who say something similar to “This is the year of the customer.” This article does an amazing job of pointing a few things out. In the author’s words, “…if you have to declare it the ‘year of the customer,’ it’s because the customer hasn’t been a consistent priority.” Paying attention to customer service and customer experience (CX) shouldn’t be a theme for a year. It should be forever.
Everyone Talks CX. Almost No One Delivers by Businesswire
(Martech Cube) Harvard Business Review Analytic Services study in association with Infobip reveals the AI gap undermining customer experience.
My Comment: This very short article is about the disconnect leaders have in thinking their AI and CX are meeting their customers’ expectations. The follow-up to the title of this article (which is a quote from Ben Lewis, VP Marketing and Growth at Infobip) is, “When brands can’t deliver meaningful, human-like conversations, they don’t just lose efficiency – they lose trust.” There’s a report you can download, but consider what I’ve been preaching about AI. There must be a balance between AI-fueled customer support and live/human support. There’s only so much AI or chatbots can do. Don’t put your company at risk of losing customers because you’re out of balance and not meeting customer expectations.
Why Prime Day Works—And What You Can Learn From It by Brittany Hodak
(Brittany Hodak) You don’t need to sell millions of products a minute to borrow from Amazon’s playbook. You just need to think like a fan-centric brand. Here are three ways to elevate your impact regardless of your industry or size.
My Comment: You don’t have to be Amazon (or be the size of Amazon) to learn from them and take advantage of those lessons. Brittany Hodak, fellow CX expert, gives us an overview of the Amazon Prime Day (week) sale and why it works. The shares three actionable steps to create a sale that will endear you even more to your “superfan” customers. There’s a lot packed into this short article.
Minibar Math Is So Wild, a $130 Tiny Vodka Makes Restaurant Cocktails Feel Like a Steal by Darron Cardosa
(Food & Wine) Going out to dinner is a costly outing and it almost feels like you need to take out a second mortgage or skip a month of rent to do it. But I have found a way to make it feel like it’s not that expensive and all I have to say are six little words: At least it’s not the minibar.
My Comment: In my book, The Convenience Revolution, I use the hotel minibar as a perfect example of convenience. A premium price is often charged for taking a drink or snack from the minibar. This entertaining article will leave you surprised at just how much of a premium price customers will pay. For example, a Snickers bar in a drug store is less than $2.00, but at this author’s hotel minibar, it was $10. That’s about $2.00 a bite. But customers are willing to pay these prices. Why? Convenience! The takeaway from this article shouldn’t be about high minibar prices. It should be something I’ve been preaching for years. The experience – and in this case, it’s a convenient experience – makes price less relevant.
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.
A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar
(ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system. Today, these AI agents provide consistent, multilingual service at scale, leveraging a diverse set of reliable data.
My Comment: We kick off this week’s Top Five roundup with an article from the amazing Vala Afshar, the Chief Digital Evangelist for Salesforce. The subject is AI, and I like this deep dive into his three best practices recommendations. While Salesforce is a huge company, that doesn’t mean the strategies and tactics that Vala shares don’t apply to small and medium-sized businesses. They do. Whether you are currently using or thinking of using AI for customer service and CX, you will want to read this article.
Dear Bosses, Please Stop Calling It “the Year of the Customer” by Hope Horner
(Inc. Magazine) There’s nothing wrong with wanting to put more emphasis on the customer. That instinct is a good one. But enough with the slogans! If it’s really about the customer, prove it.
My Comment: I’ve preached from the very beginning of my career that a focus on the customer is an all-the-time effort. I’ve been to many company conferences and worked with clients who say something similar to “This is the year of the customer.” This article does an amazing job of pointing a few things out. In the author’s words, “…if you have to declare it the ‘year of the customer,’ it’s because the customer hasn’t been a consistent priority.” Paying attention to customer service and customer experience (CX) shouldn’t be a theme for a year. It should be forever.
Everyone Talks CX. Almost No One Delivers by Businesswire
(Martech Cube) Harvard Business Review Analytic Services study in association with Infobip reveals the AI gap undermining customer experience.
My Comment: This very short article is about the disconnect leaders have in thinking their AI and CX are meeting their customers’ expectations. The follow-up to the title of this article (which is a quote from Ben Lewis, VP Marketing and Growth at Infobip) is, “When brands can’t deliver meaningful, human-like conversations, they don’t just lose efficiency – they lose trust.” There’s a report you can download, but consider what I’ve been preaching about AI. There must be a balance between AI-fueled customer support and live/human support. There’s only so much AI or chatbots can do. Don’t put your company at risk of losing customers because you’re out of balance and not meeting customer expectations.
Why Prime Day Works—And What You Can Learn From It by Brittany Hodak
(Brittany Hodak) You don’t need to sell millions of products a minute to borrow from Amazon’s playbook. You just need to think like a fan-centric brand. Here are three ways to elevate your impact regardless of your industry or size.
My Comment: You don’t have to be Amazon (or be the size of Amazon) to learn from them and take advantage of those lessons. Brittany Hodak, fellow CX expert, gives us an overview of the Amazon Prime Day (week) sale and why it works. The shares three actionable steps to create a sale that will endear you even more to your “superfan” customers. There’s a lot packed into this short article.
Minibar Math Is So Wild, a $130 Tiny Vodka Makes Restaurant Cocktails Feel Like a Steal by Darron Cardosa
(Food & Wine) Going out to dinner is a costly outing and it almost feels like you need to take out a second mortgage or skip a month of rent to do it. But I have found a way to make it feel like it’s not that expensive and all I have to say are six little words: At least it’s not the minibar.
My Comment: In my book, The Convenience Revolution, I use the hotel minibar as a perfect example of convenience. A premium price is often charged for taking a drink or snack from the minibar. This entertaining article will leave you surprised at just how much of a premium price customers will pay. For example, a Snickers bar in a drug store is less than $2.00, but at this author’s hotel minibar, it was $10. That’s about $2.00 a bite. But customers are willing to pay these prices. Why? Convenience! The takeaway from this article shouldn’t be about high minibar prices. It should be something I’ve been preaching for years. The experience – and in this case, it’s a convenient experience – makes price less relevant.
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.
July 8, 2025
Why Every Company Needs Its Own Nordstrom Tire Story
Earlier this year, I wrote a Forbes article celebrating the 50th anniversary of the famous Nordstrom story in which a man wanted to return a set of used tires – even though Nordstrom never even sold tires. That fact didn’t stop the employee from giving the customer a refund. Right or wrong, that story is still talked about 50 years later! I’ve mentioned this story in the past, and the point is that stories like these become legends inside an organization, and if the brand is lucky, they may even get some good press. They are not easy to find, unless you intentionally look for them. Nordstrom had been in business for 75 years before this legendary story was discovered and shared.
I’ve written about many such stories. They are a reminder for every company to find its unique story that exemplifies the importance of customer service. These stories are powerful because they become a “north star” for how a company should treat its customers. Publicity is optional. The real value is cultural.
For example, there are numerous Ritz-Carlton legendary stories, such as Joshie the Giraffe, in which the hotel staff made a big effort to return a stuffed animal to a child. There are also stories that aren’t so famous. I interviewed Horst Schulze, the first president and co-founder of the Ritz-Carlton, who shared a story about empowering employees to take care of their guests.
The short version is that the Ritz-Carlton allows employees to spend up to $2,000 to resolve a guest issue without seeking manager approval. One day a housekeeper found a guest’s computer. The guest had already checked out and flown from California to Hawaii. She took it upon herself to book an airline ticket and personally delivered the laptop to the guest.
As crazy as this may sound, the housekeeper was not reprimanded but instead was applauded for her efforts. Then, she was coached that next time, overnight shipping would be sufficient. The point is, there’s no risk in taking care of a guest. The story became a teaching moment for both the housekeeper and all Ritz staff, reinforcing the hotel chain’s commitment to empowered, guest-focused service.
Not every company will have a $2,000 empowerment policy like the Ritz-Carlton or a story like Nordstrom that literally defines their customer experience, but that doesn’t mean you can’t enjoy similar benefits.
So, here’s your assignment. Find your company’s legendary customer service story. If you don’t yet have one, start looking for those stories. Use them in training, meetings and internal communications. Over time, they will become the DNA of your customer service culture. And who knows? Fifty years from now, someone might still be telling your story.
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 .
July 7, 2025
How Text Messaging Transforms Customer Engagement with Dave Baxter
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How has text messaging evolved as a preferred channel for customer communication for customers?
Why do customers prefer receiving communications from businesses via mobile devices?
What role does trust play when a customer provides their mobile number to a business?
How can businesses avoid abusing the privilege of texting their customers?
What impact does timely and relevant text communication have on customer loyalty?
Top Takeaways
Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.
Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn’t meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty.
When a customer gives you their phone number, it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!
Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.
Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone.
Building communication around customers’ preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.
Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don’t offer text communication. Tune in!
Quotes:
“Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read.”
“Text is the most preferred, effective, and efficient communication channel. Don’t abuse your ability to send your customers a message because they have the choice to block you.”
“Your phone number can almost be just as powerful as your social security number. People rarely change it, and it holds a secure, timestamped record of your most important interactions.”
“In a world that’s on-demand and real-time, the customer always wins because they have a choice. So meet them where they want to be met in terms of communication, from the very beginning and throughout your entire relationship.”
About:
Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.
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 has text messaging evolved as a preferred channel for customer communication for customers?
Why do customers prefer receiving communications from businesses via mobile devices?
What role does trust play when a customer provides their mobile number to a business?
How can businesses avoid abusing the privilege of texting their customers?
What impact does timely and relevant text communication have on customer loyalty?
Top Takeaways
Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.
Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn’t meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty.
When a customer gives you their phone number, it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!
Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.
Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone.
Building communication around customers’ preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.
Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don’t offer text communication. Tune in!
Quotes:
“Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read.”
“Text is the most preferred, effective, and efficient communication channel. Don’t abuse your ability to send your customers a message because they have the choice to block you.”
“Your phone number can almost be just as powerful as your social security number. People rarely change it, and it holds a secure, timestamped record of your most important interactions.”
“In a world that’s on-demand and real-time, the customer always wins because they have a choice. So meet them where they want to be met in terms of communication, from the very beginning and throughout your entire relationship.”
About:
Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.
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 July 7, 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 Makes for a Good Loyalty Program? by Kristen Doerer
(CX Dive) The elements will depend on a brand’s customer base, industry and competition. But experts identified commonalities across successful programs: differentiation, value and emotional connection.
My Comment: We kick off this week’s Top Five roundup with an article about loyalty programs that is actually a compilation of six other articles on customer loyalty. The main article links to six others that include case studies, strategies, and ideas to consider as you review or develop your program.
Online Review Management Strategy Tips + Software Picks by Shopify
(Shopify) There are meaningful ways you can encourage reviews, respond to them in a way that builds trust, and take action on critiques to improve your brand image.
My Comment: How do you manage reviews and comments on social media and review sites? If you don’t currently have a strategy, then this article is essential reading. My short version of an online review strategy is to acknowledge every review and respond quickly to any complaints or negative comments. Yes, that’s common sense, but it amazes me how it’s not always so common. This article offers ideas on how to respond and includes suggestions for software programs to help you do so.
Built to Serve, Designed to Last: Medtronic’s CX-Driven Culture Over 76 Years by Ricardo Saltz Gulko
(Eglobalis) This article explores the roots of Medtronic’s longevity, how it executes its 100-year vision, and why its culture and business cannot afford—and are engineered—not to fail.
My Comment: Ricardo Saltz Gulko is no stranger to this weekly roundup. I’ve shared his articles in the past. What I like about this one is that it is a deep dive into one company’s CX strategy. The company is Medtronic, the world’s largest medical device company. Ricard shares how Medtronic differentiates itself from its competitors, the company’s commitment to its customers, the focus on culture, and much more.
How Agentic AI Will Change the Customer Experience by Drapers Bespoke
(Drapers) Six out of 10 customers (63%) expect AI-fuelled technologies to become the primary mode of customer support in the years to come, compared with 21% just four years ago, an annual survey of 1,000 US consumers by customer service expert Shep Hyken shows.
My Comment: This short article covers what many are calling “next-level AI” in the customer support and contact center. Typical AI will have answers. Agentic AI can take action on those answers. In other words, it can do the appropriate follow-up based on what the customer needs. It helps both customers and customer support agents.
Call Center Workers Are Tired of Being Mistaken for AI by Morgan Meaker
(Bloomberg) As more workers are asked by strangers if they’re bots, surreal conversations are prompting introspection in the industry about what it means to be human.
My Comment: One of the top topics and concerns around AI for customer support is transparency. Sometimes, the AI is so good, the customer doesn’t realize they are talking to a machine. This article flips this concept around. Some customers may not realize they are speaking with a human. Some customers don’t believe they are talking to live agents. One contact center agent is quoted: “I even ask them, ‘Is there anything you want me to say to prove that I’m a real human?”
BONUS
How is AI impacting Customer Support? Lessons from 20+ Support Leaders by Hiver
(Hiver) AI in customer support isn’t all hype. It’s got real, practical use cases that are changing the way businesses build customer relationships. So, we asked 20+ support leaders how AI is showing up in everyday support processes.
My Comment: This report from Hiver is “gated,” so you’ll have to give your email address to get the report, but it is well worth it. More than 20 CX experts and support leaders (myself included) share their thoughts on how AI is impacting customer support.
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 Makes for a Good Loyalty Program? by Kristen Doerer
(CX Dive) The elements will depend on a brand’s customer base, industry and competition. But experts identified commonalities across successful programs: differentiation, value and emotional connection.
My Comment: We kick off this week’s Top Five roundup with an article about loyalty programs that is actually a compilation of six other articles on customer loyalty. The main article links to six others that include case studies, strategies, and ideas to consider as you review or develop your program.
Online Review Management Strategy Tips + Software Picks by Shopify
(Shopify) There are meaningful ways you can encourage reviews, respond to them in a way that builds trust, and take action on critiques to improve your brand image.
My Comment: How do you manage reviews and comments on social media and review sites? If you don’t currently have a strategy, then this article is essential reading. My short version of an online review strategy is to acknowledge every review and respond quickly to any complaints or negative comments. Yes, that’s common sense, but it amazes me how it’s not always so common. This article offers ideas on how to respond and includes suggestions for software programs to help you do so.
Built to Serve, Designed to Last: Medtronic’s CX-Driven Culture Over 76 Years by Ricardo Saltz Gulko
(Eglobalis) This article explores the roots of Medtronic’s longevity, how it executes its 100-year vision, and why its culture and business cannot afford—and are engineered—not to fail.
My Comment: Ricardo Saltz Gulko is no stranger to this weekly roundup. I’ve shared his articles in the past. What I like about this one is that it is a deep dive into one company’s CX strategy. The company is Medtronic, the world’s largest medical device company. Ricard shares how Medtronic differentiates itself from its competitors, the company’s commitment to its customers, the focus on culture, and much more.
How Agentic AI Will Change the Customer Experience by Drapers Bespoke
(Drapers) Six out of 10 customers (63%) expect AI-fuelled technologies to become the primary mode of customer support in the years to come, compared with 21% just four years ago, an annual survey of 1,000 US consumers by customer service expert Shep Hyken shows.
My Comment: This short article covers what many are calling “next-level AI” in the customer support and contact center. Typical AI will have answers. Agentic AI can take action on those answers. In other words, it can do the appropriate follow-up based on what the customer needs. It helps both customers and customer support agents.
Call Center Workers Are Tired of Being Mistaken for AI by Morgan Meaker
(Bloomberg) As more workers are asked by strangers if they’re bots, surreal conversations are prompting introspection in the industry about what it means to be human.
My Comment: One of the top topics and concerns around AI for customer support is transparency. Sometimes, the AI is so good, the customer doesn’t realize they are talking to a machine. This article flips this concept around. Some customers may not realize they are speaking with a human. Some customers don’t believe they are talking to live agents. One contact center agent is quoted: “I even ask them, ‘Is there anything you want me to say to prove that I’m a real human?”
BONUS
How is AI impacting Customer Support? Lessons from 20+ Support Leaders by Hiver
(Hiver) AI in customer support isn’t all hype. It’s got real, practical use cases that are changing the way businesses build customer relationships. So, we asked 20+ support leaders how AI is showing up in everyday support processes.
My Comment: This report from Hiver is “gated,” so you’ll have to give your email address to get the report, but it is well worth it. More than 20 CX experts and support leaders (myself included) share their thoughts on how AI is impacting customer support.
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.
