Contact Shep (314) 692-2200

The Evolution of CX

Perfecting Your Customer Experience in Real-Time

Shep Hyken interviews Scott Harris, CEO and Founder of, with a special guest appearance by Chief Experience Officer of, Brittany Hodak. They discuss Legacy CX and the power of collecting immediate customer feedback to improve the customer experience in real-time.

Subscribe and Listen

Top Takeaways:

  • Scott Harris defines creating ‘wow’ as helping your customers always get more out of CX and going over and above in delivering for your customers.
  • If you wait until the end of an interaction to survey your customers, you are essentially surveying the memory of an experience.
  • CX for years has been about collecting and analyzing data to make great business decisions. Now that same data can be used as a behavioral driver powering better customer experiences in the immediate moment.
  • Legacy CX is telling your customers that their feedback matters. Use their feedback to shape the experience for future customers.
  • CX feedback in real-time empowers the brand to fix the experience immediately for customers that report problems. This creates confidence and trust in your brand and the experience.
  • We’re now seeing a paradigm shift in CX that empowers not only the customer but also the employees to shape the experience.
  • Customers who leave positive reviews in a survey allow for opportunities to automatically send follow-up messages. You can also send offers for these happy customers to join your rewards program, for example.
  • Even small businesses can take the concept of sending immediate surveys to help create a better experience for their customers. Not every company needs data-driven software to fix customer issues and improve CX overall.
  • In the enterprise world, there is ROI everywhere. With billions of dollars lost from poor customer service every year, companies cannot afford to use the old paradigm of CX anymore.
  • Companies are evolving to systems, processes, and connectivity. This allows them to interact with their customers and improve CX in real-time.


“Legacy CX is asking your customers for their feedback so that you can try to do better for customers in the future. What if that feedback could make you better right now?”

“You don’t want to survey the memory of a customer’s experience. You want to survey the experience in real-time.”

“Experiences are happening right now, and companies are evolving to systems and processes that allow them to improve CX in real-time.”


Scott Harris is the CEO and founder of, a game-changing Experience Management Platform (XMP). Harris is also the author of CX 2.0: Create WOW Customer Experiences, which outlines the future of real-time experience management, released in 2020.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How to create an amazing customer experience?
  2. What is the future of CX?
  3. How to collect customer feedback?
  4. Can CX be automated?
  5. How can technology help improve the customer experience?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA