Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last … [Read more...] about Top 5 Customer Service & CX Articles for Week of February 2, 2026
The Customer Service Department Isn’t Broken – The System Is
I’ve been monitoring my customer service experiences with the brands I do business with a little more closely than usual. And I’ve made numerous calls … [Read more...] about The Customer Service Department Isn’t Broken – The System Is
Five Must-Know AI Trends Shaping Customer Experience with Michele Carlson
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What does “AI first” mean in customer … [Read more...] about Five Must-Know AI Trends Shaping Customer Experience with Michele Carlson
Top 5 Customer Service & CX Articles for Week of January 26, 2026
Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last … [Read more...] about Top 5 Customer Service & CX Articles for Week of January 26, 2026
The Most Expensive Complaint Call Is the Second One
During our customer service workshops, we do an exercise we call the Moment of Misery™ Grid. The short version is that participants are asked to write … [Read more...] about The Most Expensive Complaint Call Is the Second One
Customer Service Trends to Follow and Mistakes to Avoid in 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top customer service trends that … [Read more...] about Customer Service Trends to Follow and Mistakes to Avoid in 2026
