Welcome to the "CX Human Lab''. Our guest today is the amazing Shep Hyken, Chief Amazement Officer at Shepard Presentations. One of the best speakers around the world, his articles have been read in hundreds of publications. He's a contributor for "Forbes". He's the author of "Moments of Magic," "The Loyal Customer," " Wall Street Journal," and USA Today best-seller, "The Cult of the Customer," and more recently he published a book that I love, "Convenience Revolution." Shep Hyken had been advising for American Airlines, AT&T, AETNA, Abbott Laboratories, American Express, and many others. 

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