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Shep Hyken is the best-selling author of "The Convenience Revolution". He is a behemoth in the customer service environment with more than 3 decades of experience consulting customer service teams in some of the biggest corporations of the world. Here's an exclusive interview of Shep talking about how to create an amazing customer experience. Do give it a read and share your thoughts on some of these points: 1) Do AI and automation have a place in the mission to make customer experience as personal and human as possible?  2) What are the key metrics to measure customer experience? 3) What are some tool recommendations for customer support teams?

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