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Top Takeaways:

  1. Analyzing and using customer feedback. 42% of respondents see “translating insights into action” as their biggest concern when it comes to data management.
  2. Improving the quality of customer support experiences.
  3. Creating frictionless experiences, especially across different channels. Take every opportunity to remove friction. The easier company to do business with is going to win.


“Your customers aren’t confined to one industry. They interact with dozens of organizations and will compare their best experiences in any industry to their experiences with you.” “The importance of the human touch in customer service that has been highlighted during the pandemic will continue into 2023. Companies must focus on striking that balance between digital channels and the human element.” “The happier, more engaged, empowered, and motivated your employees are, the better experiences your customers will have.” “The ultimate goal for every business is to make sure their customers come back. The best indication that your investment in CX initiatives pays off is repeat business and customer loyalty.”


Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio. He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
  1. What do customers want in 2023?
  2. How do you calculate ROI in CX?
  3. How do you get executives to invest in customer experience?
  4. Why is employee experience important?
  5. How can you improve the employee experience?

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