How AI-Moderated Interviews Expand Customer Understanding with Aaron Cannon
Outset’s AI‑moderated research platform lets enterprises replace static surveys with conversational interviews that probe deeper into customer motivations. By using natural‑language processing and visual intelligence, the system can ask follow‑up questions, capture context such as a delayed flight, and even route urgent issues to human agents. The approach scales to thousands of respondents without adding staff, helping brands like Microsoft, Uber and Google gather richer, actionable feedback while cutting survey fatigue.
Customers Don’t Care About Your Intentions – They Care About Results
Customer‑service guru Shep Hyken argues that customers ignore a company’s good intentions and focus on measurable results. He stresses that vague goals like “be friendly” must be turned into concrete, timed behaviors. By defining clear standards—such as greeting a shopper...
Elevating Effortless Customer Experiences with Jen Grant
In a recent Amazing Business Radio episode, CMO Jen Grant and customer‑experience guru Shep Hyken discuss how AI can be harnessed to create effortless, personalized service while avoiding common pitfalls. They stress that AI tools require enterprise‑level controls, verification checks,...
The No Excuses for a Day Challenge with Sam Silverstein
Sam Silverstein, founder of the Accountability Institute, introduced the “No Excuses for a Day” challenge on Amazing Business Radio, urging individuals and organizations to spend a full day without making excuses. The discussion highlighted how a no‑excuse culture, driven from...
Human-Led Customer Experience in the Age of AI with Jenni Hawkins
Gas South’s Vice President of Customer Care Jenni Hawkins explains why human‑led service remains essential even as AI reshapes customer experience. She stresses that AI should augment agents, handling routine inquiries while preserving empathy for complex, sensitive issues. The discussion...
Creating a Customer Loyalty Culture with Lisa Checchio
Lisa Checchio, CCO of EBG, explains on Amazing Business Radio that a hospitality mentality—treating every interaction as welcoming and memorable—drives superior customer experience across B2B, B2C, and government sectors. She argues most loyalty programs focus on discounts, which create perk‑based...
How AI Will Save Personalization with Alex Levin
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...
The Future Is AI First but Human Centered with Sam Wilson
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...
When Customer Experience Becomes Customer Transformation
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...
Top 5 Customer Service & CX Articles for Week of March 2, 2026
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...
This Is How Your Customers Think About Your Customer Service In 2026
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...
Making Great Customer and Employee Relationships Stick with Stephen Baer
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...
How AI Can Make Customer Experience More Human with Vinod Muthukrishnan
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...
Top 5 Customer Service & CX Articles for Week of February 9, 2026
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...