Shep Hyken – Customer Service Blog - Latest News and Information
AI‑driven voice agents are reshaping contact centers by delivering near‑human conversations that remember every customer interaction. The technology now handles roughly 97% of calls across complex sectors such as banking, insurance and healthcare, while costs have fallen dramatically, making it accessible to a broader range of enterprises. By surfacing full customer histories in real time, AI enables hyper‑personalized service at scale, reviving the “one‑in‑a‑million” experience. Early adopters who combine transparency with rapid voice response are setting new expectations for customer experience.
Sam Wilson, CEO of 8×8, argues that the future of customer service is AI‑first but fundamentally human‑centered. He stresses that self‑service tools must include an effortless path to a live agent, especially as California now requires a clear human‑option. The...
Shep Hyken distills Joe Pine’s new "Transformation Economy" concept, urging businesses to shift from selling features to delivering measurable personal change. By framing products as bridges to customers’ aspirations—whether a treadmill that enables weight loss or Disney that creates lasting...
The weekly roundup highlights five must‑read CX pieces, revealing a widening gap between perceived and actual customer loyalty, the power of data‑driven insights to turn first‑time buyers into repeat shoppers, and the critical role of employee trust in shaping the...
Shep Hyken’s 2026 State of Customer Service report surveyed 2,000 U.S. consumers and found that 83% are generally happy with the companies they use. Only 41% believe service quality has improved over the previous year, while 42% report more bad...
In a recent Amazing Business Radio episode, Stephen Baer explains how internal employee engagement directly fuels external customer experience. He argues that genuine, relationship‑focused interactions outperform surface‑level personalization and pure convenience. Baer highlights that companies investing in their people see...
Vinod Muthukrishnan, Cisco’s VP of Webex Customer Experience, explains how AI is evolving from a simple tool to a collaborative teammate that handles routine tasks and enriches human interactions. By leveraging AI-driven analytics, brands can anticipate issues, personalize engagements, and...
The weekly roundup spotlights five must‑read CX pieces, each illustrating how customer experience is evolving from a nicety to a profit engine. Claire Cunningham argues CX must generate revenue, while Sean Albertson warns that listening programs often stop at data...
