Podcast Episodes
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Why Customer-Centric Companies Outlast Competitors Featuring Clifford Hudson
How Customer Experience (CX), Not Technology, Should Drive Business Strategy
Shep interviews Clifford Hudson, the former CEO of Sonic and co-autho…
15 hours ago
Every Employee Is a Customer Service Employee Featuring Keith Farley
Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy
Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talk…
1 week ago
Customer Transformation: How Emotional Connections Create Lasting Brand Loyalty Featuring Bob Rogers
Creating the Emotional Resonance that Connects Customers and Brands
Shep interviews Bob Rogers, a former Disney employee, founder of BRC Imagination…
2 weeks ago
Designing Employee Engagement and Retention Featuring Jimmy Chebat
How to Improve Performance with Gamification and Feedback Shep interviews Jimmy Chebat, founder and CEO of ZIZO Technologies. He talks about how empl…
3 weeks ago
How AI Predicts Customer Behavior and Improves Customer Experience Featuring Roger Dooley
How AI and Behavioral Science Are Transforming Customer Experience
Shep interviews Roger Dooley, keynote speaker and author of The Persuasion Engi…
4 weeks ago
From Disney Frontlines to Leadership: Lessons That Stick Featuring Cheryl Christensen
How Consistent Values Drive Unforgettable Service
Shep interviews Cheryl Christensen, Sr. Vice President of Operations at Gathering Place. She talk…
1 month ago
Aligning Leadership, Employee, and Customer Values Featuring Paul Ingram
How Values Drive Company Culture and Customer Satisfaction
Shep interviews Paul Ingram, Kravis Professor of Business at Columbia Business School a…
1 month, 1 week ago
Turning Customer Service into a Revenue Generator Featuring Filip Jaskólski
Leveraging AI Efficiency and Human Insight
Shep interviews Filip Jaskólski, Chief Product Officer at Text. He talks about how customer service, empo…
1 month, 2 weeks ago
How to Know the True Impact of AI in Customer Service Featuring Jeff Fettes
Balancing Productivity and Customer Satisfaction with Automation
Shep interviews Jeff Fettes, founder and CEO of Laivly. He talks about how organiza…
1 month, 3 weeks ago
How Your Reputation Becomes Your Brand Identity Featuring Daniel Vivarelli
The Return on Investment of Good Customer Reviews
Shep interviews Daniel Vivarelli, founder of Starloop. He talks about how customer reviews build b…
2 months ago