Shep Hyken

Shep Hyken is a globally recognised customer experience expert, bestselling author and motivational speaker. With decades of experience and thousands of keynotes delivered, he helps organisations build customer-first cultures through engaging, practical insights. His content empowers teams to improve service, strengthen relationships and drive long-term business success.

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Biography:

Shep Hyken is an award-winning keynote speaker, author, journalist and globally recognised authority on customer service and customer experience. As Chief Amazement Officer of Shepard Productions, he has spent over four decades helping organisations elevate service standards, working with major brands such as Disney, Amazon, Ford and KPMG.

Shep began his career by founding Shepard Productions in 1983, establishing a long-standing reputation as a pioneer in customer experience strategy. Through this platform, he has supported more than 1,200 organisations in strengthening relationships with both customers and employees, delivering impactful keynotes, workshops and training programmes. His influence expanded further when he served as President of the National Speakers Association, reinforcing his authority within the speaking industry. He has also contributed as a Continuing Education Accredited Curriculum Developer and Facilitator for XTRAcredits, helping to certify HR professionals and association executives. Alongside this, he has advised C-suite leaders through his role with C-Suite Network and continues to shape future talent as Customer Experience Expert in Residence at High Point University.

A highly respected thought leader, Shep is a New York Times and Wall Street Journal bestselling author of eight books, including his latest release, 'I’ll Be Back'. His expertise has been featured in leading publications such as Forbes, The Huffington Post and Harvard Business Review. He also connects with a global audience through his newsletter The Shepard Letter, his television show Be Amazing or Go Home, and his widely recognised podcast Amazing Business Radio. In recognition of his impact, he was inducted into the National Speakers Association Hall of Fame for lifetime achievement and honoured with the Top Sales World Top Post award.

With thousands of keynote speeches delivered worldwide, Shep is regarded as a leading motivational speaker who translates customer service excellence into practical business success. His engaging style, combined with real-world case studies and actionable strategies, ensures audiences leave inspired and equipped to improve performance immediately. By blending storytelling with proven frameworks, he motivates teams to adopt a customer-first mindset, making him a powerful choice for organisations seeking lasting cultural and operational change.

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Videos:

Testimonials

From reading your books and watching your on-line videos, I had high expectations of you and you exceeded them all. The ‘High-energy’ description doesn’t do you justice. Thank you for delivering a great keynote speech in a most memorable way. - Abbott

Thank you for delivering a brilliant, commanding, and well-prepared program. Your remarks were very well received and appreciated, and your expertise in the area of customer service is second to none. - PGA

Your professionalism and dedication to excellence is what make this conference such a successful event. - Inc.

Many attendees commented that it was as if you were a long time member of our organization. You were able to deliver the internal customer service message in terms that our audience could relate to. - Shell

A pleasure to work with you! Excellent show, delivery and amazing content. - Univisison

Speaking Topics

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

Achievements

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

To book Shep Hyken as the speaker for your corporate event, function or conference, contact The Motivational Speakers Agency on 0207 0787 876 or email us at [email protected]. Alternatively use the enquiry form below and one of our official booking agents will call you back.

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