Podcast Episodes
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The Risks and Rewards of AI in Customer Service with Matt Price
Balancing AI and Human Collaboration
Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertis…
1 year, 1 month ago
The AI-Powered Evolution of Customer Support Featuring Cisco’s Jay Patel
What's Next in AI, Self-Service, and Customer Service?
Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Custome…
1 year, 2 months ago
How Verizon Is Setting a New Standard for Customer Experience Featuring Sampath
Customer Care's Evolution From Cost Center to Profit Center
Shep interviews Sowmyanarayan Sampath (known simply as Sampath), Chief Executive Office…
1 year, 2 months ago
How Text Messaging Transforms Customer Engagement Featuring Dave Baxter
Meeting Customers Where They Want
Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essenti…
1 year, 2 months ago
Why Mere Satisfaction Isn't Enough for Customer Loyalty Featuring Jamey Lutz
Handling Mistakes and Exceeding Customer Expectations
Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of P…
1 year, 2 months ago
Adapt to the Local Culture and Create a Better CX Featuring Katherine Melchior Ray
Customer Experience as the Ultimate Global Differentiator
Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and auth…
1 year, 3 months ago
Samsung's Speed, Simplicity, and Service Featuring Mark Williams
How Samsung Turns Customer Service Calls into Opportunities for Customer Delight
Shep interviews Mark Williams, Head of Customer Care at Samsung Ele…
1 year, 3 months ago
The Ecosystem of Customer Relationships Featuring Ryan Hamilton
Navigating Multiple Customer Segments, Needs, and Expectations
Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's…
1 year, 3 months ago
Why Happy Employees Mean Happy Customers Featuring Ryan Minton
How Positive Leadership Transforms Workplace Culture and Elevates Customer Experience
Shep interviews Ryan Minton, Best-Selling Author and Keynote S…
1 year, 3 months ago
Building Brand Reputation Through Customer Experience Featuring Ray Titus
Maintaining Consistent Customer Service Standards Across Every Location
Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss…
1 year, 3 months ago