AI, IVR, and the Human Touch in Contact Centers 

Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

The customer experience begins the moment you first attempt to communicate with a business, whether  through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning.  

Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.  

No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.  

Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.  

Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.  

Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.  

Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!

Quote:  

"Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can." 

About:   

Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless 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.   

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Transforming Transactional Employees to Loyal Teams 

Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren't together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person. 

Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don't have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships. 

Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they're more likely to treat customers well. 

In an office, great leaders can "work the room" and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.  

The number one indicator of trust in leadership is online availability. Seeing a manager's green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office's "open door" policy, as it allows employees to reach out and get help even when they are not in the same location. 

"Followership" is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates. 

When employees are scattered around the world, they still need to feel like they're part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.  

Plus, Shep and Tim talk about what is causing the "attention battle" in teams and how to win it effectively. Tune in! 

Quote:  

"The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It's the closest thing to human touch we can find in a remote setting." 

About:   

Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Turning Customer Data into Customer-Centric Decisions 

Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers' behavior and collecting their feedback gives you better odds of providing the best experience for them.  

Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.  

Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem. 

Traditional surveys can give you some feedback, but they don't always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.  

Collecting feedback is great, but it's only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.  

Good research starts with good questions. Before collecting feedback, it's better to understand the specific problem or question you're trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.  

Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone. 

Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in! 

Quote:  

"Do you know why your customers are making the decisions that they make? Understanding the 'why' behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business." 

About:    

Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Balancing AI and Human Collaboration 

Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

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! 

Quote:  

"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." 

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. 

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What's Next in AI, Self-Service, and Customer Service? 

Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

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! 

Quote:  

"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." 

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.

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Customer Care's Evolution From Cost Center to Profit Center 

Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

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. 

Quote:  

"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." 

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.  

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Meeting Customers Where They Want 

Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

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! 

Quote:  

"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." 

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.  

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Handling Mistakes and Exceeding Customer Expectations 

Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it. 

Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave. 

Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements. 

When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before. 

While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.  

What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.  

Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in! 

Quote:  

"If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along."  

About:   

Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Customer Experience as the Ultimate Global Differentiator 

Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.  

Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.  

Personalization isn't just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.  

Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand's origins, identity, and purpose.  

Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets' perceptions. 

Trust and brand loyalty are strengthened when businesses prioritize understanding their customers' cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.  

Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.  

Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in! 

Quote:  

"The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country." 

About:   

Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world's biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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How Samsung Turns Customer Service Calls into Opportunities for Customer Delight 

Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience. 

 This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand. 

Customer service shouldn't just be about fixing problems. It should also be about preventing them. Customer care doesn't always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung's smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad. 

Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family.  

Mark also shares his three core principles: Speed, Simplicity, and Service. 

Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers.  

AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy. 

Customer service is an income-generating department. Reliable products are important, but it's the extra mile in service that makes people choose to do business with a brand again and again.  

Plus, Mark shares why more than half of Samsung's customer care team in the U.S. has been with the company for over 10 years. Tune in! 

Quote:  

"Get to customers quicker and solve their problems before they even know they have a problem." 

About:   

Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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