Every Employee Is a Customer Service Employee Featuring Keith Farley

Podcast: Amazing Business Radio · Shep Hyken & C-Suite Radio

Opublikowano: 2026-09-15

Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering best-in-class customer experience by hiring for empathy, leveraging technology, and embracing authentic customer service as a strategy. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you build a culture where every employee takes ownership of customer service? When should a company use AI automation versus a live human customer support agent? Will AI eliminate customer service jobs? How does hiring for...