In this edition of the podcast I'm really pleased to be speaking with one of the most important experts and advisors on customer experience strategy globally - Shep Hyken. Shep is a best selling author, trainer, advisor, speaker and all round expert on CX. He advises several Fortune 100 companies and has been focused on this for over 35 years now. Anyone that has searched LinkedIn or Twitter for information on CX will know Shep because he is a very active publisher.
In our conversation we covered a wide range of topics from the customer journey, the changing nature of the agent job, tools that can help to improve CX, and how executives can focus on productivity in addition to improving CX.
Visit Shep's website for more information: