Crafting Moments of CX Magic, with Shep Hyken

Episode 104

Shep Hyken is a New-York Times Bestseller & Keynote Speaker 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 104


Episode Summary


In this episode, we are told about the effects AI will have on all aspects of business, which indicates to an increase in jobs. Shep also explains how human to human interactions are crucial, allowing customers to express their concern and present their complex situations to an agent.

We also discuss competitive differentiators & how companies search far and wide for unique selling points that pull customers to their brand. Shep reveals the secrets that can lead to returning visits, with examples from the U.S healthcare market.


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This article summarises podcast episode 104 "Crafting Moments of CX Magic" recorded by CX Insider.

Written by Octavian Iotu