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Top Takeaways:


“The megatrend in business today is towards CX. Brands have to differentiate themselves based on customer experience.”

“Culture is personal. Employees may value different things in the workplace. But, when a company has a great culture overall, it can be reflected in quantitative measures like higher engagement scores, lower termination, better glass door rankings, and increased internal referrals.”

“Employees recommending your company to their friends to become an employee – that’s the ultimate compliment.”

“How crazy would it be if we’re out there selling software to deliver a great customer experience if we weren’t, in turn, an incredible customer service company?”


Alan Masarek, CEO and Board Director of Avaya. He is the former CEO of Vonage. And brings over 30 years of software and cloud-based business experience.

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. How does investing in customer satisfaction impact the success of a company?
  2. What strategies can companies use to retain employees in today’s job market?
  3. How can companies create a positive culture?
  4. How can companies balance the need for innovation with the risk of disrupting existing systems?
  5. How does the shift toward customer experience impact the communications industry?

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