John Ellis
Technology Futurist & IoT Expert | Former Global Technologist, Ford Motor Company | Author, The Zero Dollar Car
Shep Hyken
Customer Service & CX Expert | NYT & WSJ Bestselling Author | NSA Hall of Fame Speaker | CAO of Shepard Presentations
Shep Hyken is a globally recognized authority on customer service and experience, inducted into the National Speakers Association Hall of Fame. A New York Times and Wall Street Journal bestselling author of eight books, he delivers high-energy keynotes blending research-driven insights with humor. Organizations book Shep to learn how convenience, loyalty, and amazement drive lasting customer relationships.
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Shep Hyken biography
Customer experience speaker Shep Hyken is one of the most respected voices in customer service and CX worldwide. As Chief Amazement Officer of Shepard Presentations and a New York Times, Wall Street Journal, and USA Today bestselling author of eight books, Shep has spent over four decades helping organizations build loyal customer relationships. His induction into the National Speakers Association Hall of Fame (CPAE) reflects a career dedicated to transforming how businesses think about service excellence.
Shep founded Shepard Presentations in 1983 and has since worked with hundreds of the world’s leading companies, including American Airlines, American Express, AT&T, and Toyota. His research-driven approach sets him apart: each year he publishes the Achieving Customer Amazement study, providing data-backed insights on evolving customer expectations. His books — from The Cult of the Customer and The Amazement Revolution to The Convenience Revolution and I’ll Be Back — have become essential reading for leaders seeking a competitive edge through customer loyalty.
Thought Leadership and Impact
Beyond the stage, Shep hosts Amazing Business Radio, a podcast featuring conversations with top business minds on service innovation. He also created The Customer Focus™, a customer service training program adopted by organizations worldwide to build service-centric cultures. As Customer Experience Expert in Residence at High Point University, he mentors the next generation of business leaders on the principles of customer amazement.
As a speaker, Shep Hyken delivers high-energy, content-rich presentations that blend humor with actionable strategies. His programs cover customer loyalty, the power of convenience, creating a customer-focused culture, and turning everyday interactions into moments of magic. Whether addressing Fortune 100 executives or entrepreneurial teams, he equips audiences with practical frameworks to deliver consistently amazing experiences.
Shep Hyken Speaking Videos
Shep Hyken
Shep Hyken - Why Customer Service is the Major Differentiator in CX
Shep Hyken Keynote Topics
Every organization claims to put customers first, but few build the internal culture required to deliver on that promise consistently. In this keynote, Shep Hyken reveals how leading companies create a philosophy of amazement that permeates every department — from the front line to the C-suite. Drawing on decades of research and his Achieving Customer Amazement study, he shares the principles behind Moments of Magic® and why customer service is not a department but a mindset. Audiences leave with actionable strategies to embed service excellence into their organizational DNA.
Customers today expect seamless, frictionless experiences. Companies like Amazon and Uber disrupted entire industries not just with better products, but by being more convenient. In this presentation, Shep Hyken reveals six powerful strategies that any organization — regardless of size or industry — can use to leverage convenience as a competitive differentiator. Attendees discover how to identify friction points in their customer journey and eliminate them, creating experiences that keep customers coming back.
Getting a customer to return again and again is the ultimate measure of a great experience. Based on his bestselling book I'll Be Back, Shep Hyken explores what it takes to create the kind of predictable, consistent service that makes customers say those three magic words. From managing expectations to building emotional connections, this program gives leaders and teams a roadmap for customer retention that goes far beyond satisfaction surveys. Ideal for organizations seeking to reduce churn and increase lifetime customer value.
What do customers really want? Each year, Shep Hyken's Achieving Customer Amazement research study surveys thousands of consumers to uncover the trends shaping expectations. In this data-rich keynote, he shares the latest findings on trust, convenience, product quality, and how generational differences impact service preferences. Executives gain a clear picture of where their industry stands and what strategic moves will set them apart in an era of rising customer expectations.
Speaker topics
FAQs on Booking Shep Hyken
Why Shep Hyken?
Shep Hyken brings over four decades of expertise in customer service and experience, backed by annual proprietary research and eight bestselling books. As a National Speakers Association Hall of Fame inductee, he combines world-class storytelling with actionable data that resonates with every audience — from frontline teams to C-suite executives. His high-energy presentations blend humor with substance, leaving audiences with practical tools they can implement immediately. Organizations consistently report measurable improvements in customer satisfaction, employee engagement, and loyalty after his programs. Book Shep Hyken through Aurum Speakers Bureau for your next event and give your team the competitive edge of customer amazement.
What is Shep Hyken's 'Customer Amazement' philosophy?
Shep Hyken's Customer Amazement philosophy centers on the idea that great customer service does not require grand gestures — it requires being consistently better than average, all of the time. He calls these consistent positive interactions Moments of Magic®, and teaches organizations to build a culture where every employee understands their role in delivering them. The goal is not to wow customers with one extraordinary experience, but to create a dependable level of service that builds trust and keeps customers returning.
What industries does Shep Hyken speak to?
Shep Hyken has worked with organizations across virtually every industry, from Fortune 100 corporations to small businesses and nonprofits. His client roster includes American Airlines, American Express, Toyota, AT&T, Anheuser-Busch, and Abbott Laboratories, among hundreds of others. His customer experience principles are universal — applicable in retail, healthcare, technology, finance, hospitality, and beyond. Contact Aurum Speakers Bureau to discuss how Shep can tailor his program to your industry and audience.
What is Shep Hyken known for?
Shep Hyken is known as one of the world's foremost authorities on customer service and customer experience. He is a New York Times, Wall Street Journal, and USA Today bestselling author of eight books, including The Amazement Revolution, The Convenience Revolution, and I'll Be Back. He hosts the podcast Amazing Business Radio, publishes the annual Achieving Customer Amazement research study, and created The Customer Focus™ training program used by organizations worldwide. His National Speakers Association Hall of Fame induction reflects his impact as both a thought leader and a presenter.
How to book Shep Hyken as a keynote speaker?
Aurum Speakers Bureau can help you book Shep Hyken as a speaker for your next event, conference, or board meeting. Simply fill out our contact form to inquire about Shep Hyken's availability for a speaking engagement. One of our booking agents will respond to your request immediately and contact the speaker to let them know you want to hire them. We will assist you with obtaining speaking fees, booking information, and confirming availability for Shep Hyken or any other top keynote speaker or celebrity of your choice.
How much is Shep Hyken speaking fee?
Shep Hyken speaking fees are determined by several factors, including the event's date, whether it's a virtual or in-person event, the duration, format, preparation required for their speech, and more. The same applies to the cost to hire any other top expert speakers and celebrities. The Speaker Fee Range listed on our website is simply a guideline and is subject to change without notice. If you would like to hire Shep Hyken to deliver a keynote speech for your event, please fill out the contact form or email us at info@aurumbureau.com with as much detail as possible. One of our experienced agents will get in touch with you and let you know exactly how much it will cost to book Shep Hyken.
How can I contact Shep Hyken?
We only work with Shep Hyken on paid speaking engagements. Aurum Speakers Bureau can assist you in booking Shep Hyken and will handle all negotiations, contracts, and logistics associated with having Shep Hyken speak at your event. We will be your sole point of contact throughout the process. Get in touch with Aurum Speakers Bureau today, and we will reach out to any motivational speaker or celebrity you want to enquire about speaking at your event. If you wish to contact Shep Hyken for any other reason, we will be unable to assist you as we are not authorized to provide personal contact information.
Can I book Shep Hyken for a virtual keynote?
Yes, Shep Hyken is available for virtual keynotes and webinars. To book Shep Hyken for a virtual event, please complete the contact form or send us an email to inquire about the special fees for virtual engagements.
