Customer Experience Expert | NYT and WSJ Bestselling Author | Award-Winning Speaker | Researcher
Shep Hyken helps organizations solve these problems by creating customer experiences that are easier, more consistent, and more memorable, so customers come back, spend more, and recommend you to others.
Customers have more choices, higher expectations, and less patience for friction. The companies that win aren’t necessarily the ones with the biggest budgets. They’re the ones that consistently make it easier and more convenient to do business with them.
That starts with culture. Customer service isn’t just a department. Customer experience isn’t just a strategy. It’s everyone’s job. When everyone understands their role in creating a great customer experience, you build customer loyalty. Customers trust you, come back, and tell others about you.
That’s the competitive advantage. And that’s what Shep Hyken helps organizations create.
Shep helps his clients eliminate friction, create a customer-focused culture, and deliver exceptional service consistently.The goal is simple: Create an experience that makes customers say, “I’ll be back.”
Insights from Shep Hyken’s annual customer service and CX research.
Almost six in ten consumers say great customer service matters more than price, reinforcing the connection between customer experience and customer loyalty.
More than half of consumers say AI and chatbots have improved the speed and efficiency of customer service, showing how the right technology can create a better customer experience.
Eight in ten consumers say good customer service builds trust, making every interaction an opportunity to strengthen the customer relationship.
IBM
Abbott Point of Care
Anheuser-Busch
Shep Hyken’s keynote presentations help organizations create better customer experiences, build customer loyalty, and turn service into a competitive advantage. Topics are designed for leaders and teams looking for practical strategies to implement immediately.
Every keynote is customized to your audience, industry, meeting theme, and business goals. Shep can focus on customer experience, customer service, AI and the future of service, employee engagement, customer loyalty, or the connection between experience and business growth. His presentations draw from his bestselling books, original research, and decades of working with organizations around the world.
The keynote topics below are starting points, not off-the-shelf speeches. Shep combines and adapts the ideas to create a relevant, engaging presentation that addresses the specific challenges and opportunities facing your organization.
CX | Customer Service | Culture
Customer Experience | Culture
Customer Experience | Customer Service | Strategy
How AI… Delights Customers | Empower Employees | Problem-Solving
Shep has authored eight New York Times, Wall Street Journal, and USA Today bestselling business books.
Shep Hyken is a customer service and customer experience (CX) expert, keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author. As Chief Amazement Officer of Shepard Presentations, he helps organizations create customer-focused cultures that deliver exceptional experiences, build loyalty, and keep customers coming back.
For more than 40 years, Shep has worked with organizations across industries and of all sizes. His practical approach helps leaders and employees eliminate friction, create more consistent experiences, and make it easier to do business with their customers.
Shep is a member of the National Speakers Association Hall of Fame and the author of eight books on customer service and customer experience, including The Amazement Revolution, The Convenience Revolution, and I’ll Be Back. He also conducts annual customer experience research and is a regular Forbes contributor, writing about customer service, customer experience, customer loyalty, and the impact of technology and AI on CX.
The Shepard Letter is Shep Hyken’s weekly newsletter that includes customer service and CX insights, strategies, trends, and his cartoon that will (almost always) make you smile. Delivered straight to your inbox every Wednesday, Shep’s ideas will help you stay ahead of the customer service and CX curve with expert advice on how to create an amazing customer experience!
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