Shep Hyken

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s! Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Learn more about Shep: hyken.com

Follow Shep on Twitter: @Hyken

Read Shep's blog on Forbes 


AI and the Customer Service Revolution
AI is fast becoming the disruptor within the world of service. Customer service and experience expert Shep Hyken will lead a hands-on discussion with top take ways including the following (and more):

  • Customers crave personalization. Know the customer. Understand the customer. Don’t recommend the wrong items. What do they like? Stats show that customers buy more when the sale is personalized. It’s the ethical upsale.
  • In this day and age, generic promotions should no longer exist. Make sure you don’t give everyone the same blanket promotions. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty.
  • The goal within AI is to get to a point where many interactions can be handled through digital channels. Then, the company make decisions and strike a balance between which interactions get handled by humans and which by non-humans.

April 29 – May 1, 2018
Miami Beach, FL

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April 29 – May 1, 2018
The EDITION Hotel, Miami Beach, FL

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