Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio.  Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference.  Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author.  As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees.  In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world.