CX Articles & Podcast

Shep’s blog is the the ultimate CX resource for leaders striving to keep up with the latest news in CX and customer service research. His podcast, Amazing Business Radio, features interviews with leading business professionals and other customer experience experts.

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Creating a Destination Employment Experience with Avaya’s CEO

Who Is To Blame For Poor Service?

“That’s Not My Department” and 10 Other Phrases Customers Hate

23 Ways to Create an Amazing Experience In 2023

The Human-AI CX Partnership with Declan Ivory

Nobody Goes There Anymore… It’s Too Crowded

Seven Ways to Handle Abusive Customers (And One Way Not To)

Six Reasons You Shouldn’t Lie to a Customer

Delivering a Customer Obsessed Service Experience with Mark Ang

Meeting Expectations Versus Managing Hope     

Customer Service Apology Stronger With a Personal Touch

Five Levels of Service: How Do You Get on the Top?

Will AI Make Us Dumb? 

Five Ways to Execute a Five-Star Customer Experience

Five Ways to Make Customers Feel Special

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