The Global Xperience

Uncovering the Magic within CX | Shep Hyken

• Bryce Cressy • Season 1 • Episode 1

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Episode Summary: 
In this enlightening episode we sit down with the renowned Shep Hyken, a leading voice in customer experience, New York Times bestselling author, and keynote speaker. Shep shares insights beyond his CX expertise, including his hobbies and the philosophy that shapes his approach to customer experience. Dive deep into Shep's journey from performing magic shows at a young age to becoming a CX legend; his perspective on the evolution of customer service and his predictions for the future of CX.

 

Key Highlights: 

1.     The man behind the CX expert: We touch on Shep's hobbies, including playing
guitar, performing magic tricks, and playing ice hockey, underscoring the
importance of fun in life and work. 

2.     A journey into customer experience: Learn how Shep's early experiences with
magic shows laid the foundation for his customer service philosophy,
emphasizing appreciation, feedback, and continuous improvement. 

3.     Shep's literary contributions: Explore the motivations and key takeaways
from Shep's books, particularly "I'll Be Back", focusing on the
importance of customers returning as the ultimate metric of business success. 

4.     Adapting to technological advances: Shep discusses the significant impact of AI
and generative AI on customer service, predicting increased comfort and
adoption among consumers in interacting with AI-driven services. 

5.     Fundamental CX principles: Reiterating the essence of being nice and the
philosophical approach to customer service and experience as a cultural
identity of a company. 

6.     Segment: South African trivia: Shep tests his knowledge about South Africa,
reflecting on his travels and experiences. 

 

Resources mentioned:  

Connect with Shep Hyken: