/ Articles by Shep Hyken
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author of eight books and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations that want to build loyal relationships with their customers and employees.
74% of Companies Have Expanded Their CX Spend—Here's Where You Should Invest, According to a CX Veteran
Published September 6, 2023
Nobody can argue that customer experience (CX) is not important. Even in tight and turbulent economic times, companies are investing in CX. Why? It is a competitive differentiator, improves a company’s reputation, and gets customers to come back.
Customer Experience Veteran Discusses the Balance Between Human Touch and Tech for Customer Service
Published March 24, 2023
I wrote (and tweeted) that quote 10 years ago, and it is just as important today. Maybe even more so. The best companies have figured out the balance between technology (as in self-service solutions) and the human-to-human touch. My position on this is simple. Technology is great—until it’s not. And when it’s not, at that point, you must provide the customer with a frictionless and seamless move to a live agent for support.
A CX Influencer Explains How Tech Can Supplement the Human Touch—But Not Fully Replace It
Published January 6, 2023
"Video Killed the Radio Star" is an iconic song released by the Buggles in 1979. Two years after its release, it was the first video ever shown on MTV, a new cable TV channel that would go on to revolutionize the music and entertainment industry