Amazing Business Radio

About Amazing Business Radio

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

Publisher

Shep Hyken & C-Suite Radio

Category

business

Language

en

Explicit

No

First episode

21 Dec 2015

Latest episode

20 Oct 2026

Latest episodes

608 episodes in the feed.

1. 

   20 Oct 2026

   Is AI Making Customer Service Better? Featuring Jay Lee

   How Companies Can Balance Automation, Human Support, and Customer Experience Shep interviews Jay Lee, Chief Marketing and Growth Officer at Five9. He talks about how AI is changing customer service and how businesses can balance automation with empathy to improve customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Will AI replace customer service agents? How is artificial intelligence changing the role of contact center agents? What is empathy fatigue, and how does AI contribute to it? Why is employee experience important to customer experience? Why is it important for customers to have access to human support when AI can't resolve their problems? Top Takeaways: AI is changing customer support, not eliminating the need for human agents. As AI handles routine tasks, human agents are left with more complex problems that require empathy and judgment. Companies need to find the right balance, so agents aren't frustrated by repetitive work or moving from one emotionally demanding interaction to another without a breather. Just because an interaction ends quickly doesn't mean the customer's problem has been solved. Companies need to prioritize customer satisfaction over speed to make sure that customers get the resolution they expect instead of leaving frustrated and taking their business elsewhere. People have different preferences for using AI and self-service, but there is one thing customers have in common. Trust can break down when the technology doesn't deliver. Customers should know when they're interacting with AI and have an easy way to reach a person when they need additional help. When they do talk to an employee, relevant information needs to come through seamlessly so customers don't have to repeat themselves. If sensitive information needs to be verified again for privacy or security, explain why. AI can handle routine tasks, while people focus on interactions that require empathy and judgment. Companies must support employees with the right tools, training, and resources because a great employee experience helps create a great customer experience. Plus, Shep and Jay discuss how businesses can rethink contact center metrics to reflect the growing role of AI in customer interactions. Tune in! Quote: “AI is taking over routine tasks, leaving human agents to handle more complex problems that require empathy and judgment. There is a fatigue that is setting in for them.” About: Jay Lee is the Chief Marketing and Growth Officer at Five9, with more than 20 years of experience in enterprise software and fintech, including leadership roles at Icertis, Avalara, PayPal, American Express, and GE Capital. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

2. 

   13 Oct 2026

   Human Judgement in the Age of AI Featuring Rachel Orston

   Why Customer Feedback, Trust, and Human Decision-Making Matter More than Ever Shep interviews Rachel Orston, Chief Customer Officer at Instructure. She talks about how human judgment and transparent feedback loops are competitive advantages in an AI-driven world. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do companies build trust through customer feedback? Why is human judgment important in customer service? How should businesses handle negative customer feedback effectively? How should companies train and enable customer support employees? Why is human judgment becoming more valuable than AI in customer service? Top Takeaways: Customer feedback should be accessible across the entire organization. It shouldn’t live only with the customer service or CX team. Employees in product, finance, legal, HR, and other departments should understand how customers feel and what they need. Customer feedback must be responded to. Closing the feedback loop builds trust. Asking for feedback isn’t enough. Let customers know what you’re doing with the feedback. You can’t say yes to every request, but transparencey shows customers have been heard. Judgment grows through repeated practice, review, listening, verification, and case-by-case decisions, not a one-time lesson. The information is there. Data and knowledge are far more accessible now, thanks to AI, than before. Companies that want employees to exercise good judgment must give them the opportunities to practice it. Customer service goes beyond solving problems and answering questions. It is also about nurturing customer relationships and building trust. Automating every entry-level tasks for new employees can take away the opportunity to learn. When companies choose to use AI to eliminate all the easier, entry-level work, new employees may lose the foundational experiences that teach them how to handle more difficult situations. The easy work is where employees develop judgement, critical thinking, and confidence. Plus, Shep and Rachel discuss how human judgment can help companies safeguard against AI errors. Tune in! Quote: "The voice of the customer should be accessible to everyone in the company. Whether someone is in finance, legal, HR, or the front lines, everybody should know how customers feel about us in real time." About: Rachel Orston is the Chief Customer Officer at Instructure, where she leads global customer success, support, and services to help educators and learners thrive in a rapidly changing ecosystem. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

3. 

   6 Oct 2026

   How Memberships Create Customer Loyalty and Retention Featuring Jeff Helfgott

   Turn Every Customer Interaction into a Longterm Relationship Shep interviews Jeff Helfgott, CEO of Boardroom Salon for Men. He talks about how businesses can transform customer transactions into long-term loyalty, drive recurring revenue, and elevate the customer experience. This episode of Amazing Business Radio with Shep Hyken  answers the following questions and more:   How can a membership model improve customer loyalty and retention? How do membership programs eliminate customer decision fatigue? What is the difference between a membership program and a discount program? How can businesses use subscriptions to create more predictable customer experiences? How can businesses protect their brand's perceived value while offering membership rewards? Top Takeaways:   Think experience, not transaction. Think interaction leading to the next interaction, and create that experience that makes people say, "I'll be back." Membership and subscription models improve the experience by eliminating the friction of having to make a buying decision. It just happens automatically. A membership is more than a discount program. While some memberships and subscriptions may offer better pricing and can reward loyalty, the overall experience should still deliver premium value. Small details, when operationalized, can make all customers feel genuinely cared for. Adjusting the environment, anticipating comfort, and eliminating unnecessary steps show that a company respects the customer’s time and money. Plus, Shep and Jeff talk about the importance of meeting the needs of all key stakeholders, including the investors, franchisees, customers, and employees. Tune in! Quote:  "A big part of helping people relax is removing decisions from them. A membership removes the decision about where to get a product and when to get it." About:   Jeff Helfgott is the CEO of Boardroom Salon for Men, an upscale grooming brand with over 50 locations. The brand's services and experience are built on its "Results First, People Always" philosophy. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Who has been a guest on Amazing Business Radio

Names identified in recent episode analyses. Showing up to five guests.

• Ed Howie
• Clifford Hudson
• Keith Farley
• Bob Rogers
• Jimmy Chebat

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

YouTube views

2,564,218

Score snapshot 15 Sept 2025

Apple Podcasts (US)

5.0 / 5

3 ratings

Podcast Authority Score: 83 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

98

Social presence

0

YouTube

93

Engagement

81

Contact Amazing Business Radio

Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

Questions about Amazing Business Radio