Shep Hyken is an award-winning keynote speaker, author, journalist and world-renowned expert in customer service and customer experience. As Chief Amazement Officer of Shepard Productions, Shep has been delivering his expert insights for over 40 years to high-calibre clients such as Disney, Amazon, Ford, KMPG and more.
In 1983, Shep founded Shepard Productions, establishing himself as a foundational figure in the customer service and customer experience space. Since its inception, he has guided over 1200 companies through constructive relationship development with customers and employees, as well as delivering invaluable keynotes, workshops, training courses and more. In 2014, Shep served as President of the National Speakers Association, solidifying himself as a notable individual in the keynote speaking space before taking on the role of Continuing Education Accredited Curriculum Developer and Facilitator for XTRAcredits, aiding in the certification of association executives, HR professionals and other leaders. Shep previously acted as a C-Suite Advisor and Radio Host for The C-Suit Network, which brought together top-of-the-line speakers, authors, podcasters, hosts, and coaches to offer expertise to C-Suite leaders. Since 2024, he has served as a Customer Experience Expert in Residence at High Point University.
Drawing from his decades of experience, Shep is a New York Times and Wall Street Journal bestselling author of 8 books, with his most recent being ‘I’ll Be Back’. His insights have been featured in Forbes, The Huffington Post, The Harvard Business Review and his weekly newsletter, The Shepard Letter, provides further expertise on customer service, strategies and trends. As a result of his remarkable work, Shep is the host of ‘Be Amazing or Go Home’, available on Amazon Prime, Apple TV and Roku, as well as his chart-topping podcast ‘Amazing Business Radio’, both of which see him interview leading industry professionals, CEOs and business owners about their own customer service knowledge. Shep was inducted into the National Speakers Association Hall of Fame for lifetime achievement and has since been awarded the 2019 Top Post by Top Sales World.
With thousands of keynotes and sessions given across his outstanding career, Shep is an unparalleled voice in the customer service and customer experience keynote speaking space. Offering content-rich, engaging sessions, audiences leave motivated and ready to implement Shep’s invaluable advice in their day-to-day business operations.
Social Media
Books
I'll Be Back: How to Get Customers to Come Back Again & Again
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone
Shep Hyken's official speaking topics are listed below:
How to Create an Amazing Customer Experience
- Our customers are smarter than ever before. They no longer compare us to a direct competitor, but instead to the best customer experience they have ever had from anyone in any company.
- The customer service and CX bar have been raised. Now, more than ever, we must deliver an amazing customer experience that sets us apart from our competitors.
- In this fast-paced and informative presentation, Shep shares strategies and tactics that the best organizations use to differentiate themselves from their competitors and create fierce customer loyalty.
- He will pull the best content from his books and articles most appropriate for your audience. This could include simple, common-sense strategies to create a customer-focused culture and more!
- The audience will walk away with ideas they can put to use almost immediately.
The Convenience Revolution
- How easy are you to do business with?
- Whether you know it or not, your customers compare you to the easiest companies to do business with, such as Amazon, Apple, and others. They set the benchmark when it comes to an easy and friction-free experience.
- A convenient customer experience could be what differentiates you from your competition. When all else is equal (your products and service), the company that offers an easier—as in more convenient—experience will win.
- Shep reveals the six Convenience Principles that will give you a competitive edge. It’s time to join the revolution—the Convenience Revolution!
Maximizing AI Impact on Customer Experience: Ensuring Your Technology Delights Customers and Empowers Employees
- AI can improve your customer (and employee) experience or erode it. It’s a powerful tool, but you must be crystal clear about how and why you use it, or you risk losing customers and frustrating employees. Consider a very important question:
- What problem are you trying to solve with AI?
- The answer is simple. You want the customer to come back. Does AI help? Does it get in the way? One answer does not fit all. You must find what works for your customers.
- AI is also a powerful tool for improving the employee experience. It can make employees more efficient, provide them with information, and free up their time to focus on what truly matters—building stronger customer relationships.
- Shep delves into the practical application of AI, addressing the critical balance between technology and human interaction. His insights will help you discover how to leverage AI to not only increase efficiency and support your team, but also to significantly enhance customer satisfaction and loyalty.
- Some of the topics Shep can focus on include:
- Understanding AI’s Role in Your Organisation: Learn how AI can improve service delivery and when it can erode the customer relationship.
- Problem Solving with AI: Focus on identifying key customer pain points that AI can resolve, ensuring your technology investments return real value.
- Employee Empowerment with AI: Learn how AI boosts employee productivity and enables them to forge stronger, more meaningful customer relationships.
- Customer-Centric AI: Learn from Shep’s extensive research into customer reactions to AI and how you can tailor your strategies to meet and exceed their expectations.
- The AI topic can be part of Shep’s keynote speech. However, a deeper dive in an onstage or virtual fireside chat with a leader as part of or in addition to the speech can provide a deeper dive to better understanding how AI can work for you and your organisation.
Creating An Amazing Customer Experience in Scary Times
- We’ve experienced (or are currently experiencing) scary times, such as a rocky economy, employment issues, supply chain issues, and even a worldwide pandemic.
- Amid tough times and/or a crisis, we must stay focused on taking care of our customers and employees.
- Shep shares ideas and tactics to help maintain and improve customer service and CX during tough times and beyond.
Be Amazing or Go Home
- Business is about relationships… relationships with both customers and colleagues.
- People want to do business and work with companies and people who are amazing… people who consistently meet and even exceed expectations.
- It’s not as hard as you might think. Many people see the word amazement as a WOW experience that goes over the top.
- On the contrary, being amazing is within everyone’s grasp.
- In this fast-paced, entertaining and informative presentation, Shep shares specific tactics and tools to help the audience, as individuals, build stronger relationships that create confidence and deliver an amazing experience to their customers and colleagues.
- Being amazing is about being consistent and predictable. It’s a mindset and a choice. And the choice is simple… Be Amazing or Go Home!
Shep is also known to cover the following:
- Creating a Customer Service Culture
- Internal Customer Service
- Customer Service | CX
- Moments of Magic
- Cult of the Customer
- Technology and AI in Customer Service and CX
Official Feedback From In-Person & Virtual Events:
"Some who have attended a number of conferences over the years told us this was the best keynote they had ever seen. Shep, your participation helped make the conference what it was." - IBM
"From start to finish, you offered nothing but ‘Lexus-like’ professionalism and courtesy to our program staff and dealership associates, and you tailored your presentation to the overall theme of our conference." - Lexus
"Your nuggets of wisdom encourage us all to find ways, both simple, small and large, to improve." - FedEx
"An amazing presentation that was still talked about this evening. Your message resonated with each person today, and all we're excited to take that message back to their teams." - Mastercard
"It was a pleasure watching your presentation and discussing your insight during the breakout sessions. It’s very much my mantra of “Be Easy” that I try to practice. I believe Volkswagen should focus on this moving forward for our Customers." - Volkswagen Group Australia
"You exemplified delivering an outstanding customer experience in everything you said in your presentation and all that you did in working with us. We very much appreciate your willingness to make a commitment to us and seeing it through." - Gold's Gym
- 2026 - Continues hosting his show and podcast
- 2024 – CX Expert in Residence, High Point University
- 2021 – Published ‘I’ll Be Back’
- 2020 – Published ‘The Cult of the Customer’
- 2019 – Published ‘Be Amazing or Go Home’
- 2018 – Began hosting ‘Be Amazing or Go Home’
- 2018 – Published ‘The Convenience Revolution’
- 2017 – C-Suite Advisor & C-Suite Radio Host, The C-Suite Network
- 2016 – Continuing Education Accredited Curriculum Developer & Facilitator, XTRAcredits
- 2014 – President of the National Speakers Association
- 2013 – Published ‘Amaze Every Customer Every Time’
- 2013 – Established ‘Amazing Business Radio’
- 2012 – Published ‘Moments of Magic’
- 2011 – Published ‘The Amazement Revolution’
- 2008 – Inducted into the National Speakers Association Hall of Fame
- 2005 – Guy In Charge, BizComix
- 1999 – Published ‘The Loyal Customer’
- 1983 – Founder, Shepard Presentations
How to hire Shep Hyken
Contact the Champions Speakers Agency to provisionally enquire about hiring Shep Hyken for your next event, today. To get in touch, simply call an official booking agent on 0207 1010 553 or email us at [email protected] for more information.
** We do NOT accept requests for autographs, signed merchandise, fan mail, birthday messages or any other non-commercial contact with the speakers or acts. Each speaker on the website may not have necessarily worked with Champions in the past but are known to perform such engagements within the industry.
