Shep Hyken is a New-York Times Bestseller & Keynote Speaker, he is one of the world’s leading authories on customer service and CX, with over 40 years of experience helping organisations all around the world. In this episode we talk about Shep’s magical beginnings into the world of customer experience, with tales that go back decades. He walks us through CX “moments of magic” as well as the potential use cases for the rise of artificial intelligence.
Episode Summary
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Artificial Intelligence
In this episode, Shep talks to us about the effects AI will have on all aspects of a business, including staff turnover and retention.
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- 63% of companies are increasing staff
- 28% are indicating no change
- 9% are reducing staff as a result of AI
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The rise of AI seems to indicate an increase in jobs, with companies needing staff to develop, maintain and improve the technology that releases. Shep also explains how human to human interactions are crucial, allowing customers to express their concern and present their complex solutions to an agent, allowing AI to help with the common issues.
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Journey, not the destination
Will Amazon ever be toppled? The short answer is no. In our discussion, Shep walks us through what it means to be an innovator, with Amazon being a perfect example of a business that provides reliability, consistency & predictability. In this episode, we learn the importance of noting how businesses handle CX across all industries, as those standards are remembered by consumers.
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Check out Shep Hyken’s book that is discussed in the episode: Moments of Magic: Be a Star With Your Customers and Keep Them Forever
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Competitive Differentiators
Companies search far and wide for unique selling points & differentiators that pull customers to their brand. In this episode, Shep walks us through just how crucial customer experience can be, and how it can lead to returning visits, with examples from the U.S healthcare market.
“I don’t know of one product or one service from any company or any industry that couldn’t use customer service & experience as a competitive differentiator”
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To find out more about Shep, check out our full episode – available on all your favourite channels. Now including YouTube!
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This article summarises podcast episode 104 “Crafting Moments of CX Magic” recorded by CX Insider.
Written by Octavian Iotu