Customer Amazement Summit Timestamp Schedule September 15, 2020

Use this schedule to quickly find your favorite speakers and topics.

Shep’s Amazement Concept 0:05:45

James Dodkins: Delivering a Rock-Star Customer Experience 0:10:00

Scotty Werner: 250,000 Customer Support Calls 0:28:30

Shep’s 3 Tips in 3 Minutes 0:41:30

Jason Bradshaw: The VW Experience 0:45:50

Simon T. Bailey: Five Platinum Service Principles 1:06:55

Shep’s 6 Convenience Principles in 6 Minutes 1:23:50

Laurie Guest: The 10 Cent Decision 1:40:00

Becky Ploeger: Lessons From Hilton Hospitality 1:58:15

Shep’s 6 Steps to Creating a Customer-Focused Culture 2:17:30

Rupesh Patel: Getting Great Reviews 2:25:58

Dan Gingiss: CX Is Your Best Sales and Marketing 2:39:00

Dennis Snow: Lessons from the Mouse 3:07:28

Shep

Hyken

Shep Hyken is a customer service and experience expert and the Chief Amazement

Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling

author and has been inducted into the National Speakers Association Hall of Fame for lifetime

achievement in the speaking profession.

Shep works with companies and organizations who want to build loyal relationships with

their customers and employees. His articles have been read in hundreds of publications, and he is

the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The

Amazement Revolution, Amaze Every Customer Every Time and The Convenience Revolution.

He is also the creator of The Customer Focus™, a customer service training program that helps

clients develop a customer service culture and loyalty mindset.

In 1983, Shep founded Shepard Presentations and since then has worked with hundreds

of clients ranging from Fortune 100 size organizations to companies with less than 50

employees. Shep Hyken’s most requested programs focus on customer service, customer loyalty,

internal service, customer relations and the customer experience. He is known for his high-

energy presentations, which combine important information with entertainment (humor and

magic) to create exciting programs for his audiences.

Find out more about Shep at hyken.com.

Ramon

Ray

Ramon Ray is an entrepreneur, author and speaker who loves burnt pancakes, bacon and

eggs. He's the founder and producer of Smart Hustle Media, he's started four companies and sold

two. Ramon has authored four books and his latest book is Celebrity CEO: How Entrepreneurs

Can Thrive By Building a Strong Personal Brand.

Ramon has been invited as an expert witness to the United States Congress, invited by the

Office of the President of the United States to speak at the White House on personal branding.

He's produced many events, including the "Smart Hustle Small Business Conference", "Small

Business Summit", "Small Business Technology Tour", "Small Biz Big Things" and more.

He's interviewed President Obama in the President's first live Google Hangout and was part of

the US Delegation to India, led by Ivanka Trump for the Global Entrepreneurship Summit.

Although Ramon has interviewed and shared the stage with many celebrity entrepreneurs,

his passion and biggest professional accomplishment is interviewing "main street" small business

owners and entrepreneurs and sharing their stories.

Ramon’s expertise is technology, marketing, sales, business startup and growth and his

favorite is personal branding. Over his extensive career, Ramon has written thousands of articles,

spoken to thousands of business owners and impacted hundreds of thousands of small business

owners and entrepreneurs to help their businesses thrive.

Find out more about Ramon at www.ramonray.com and smarthustle.com.

James

Dodkins

Watch James’ Customer Amazement Summit interview at 0:10:00.

James Dodkins helps companies create outstanding and unforgettable customer

experiences. He travels the globe learning the secrets of the world's best performing companies

and he uses that information to help organizations replicate that success. He specializes in

customer experience and customer centricity. He's been lucky enough to train, consult and speak

in 20 different countries and that list is growing every year. In a whirlwind career, he's worked

with and learned from some of the best performing companies on the planet. He published his

first book, Foundations for Customer Centricity, in 2014.

James' superpower is the power of inspiration. People who attend his talks become

inspired, motivated and empowered to make real changes in their personal and work lives.

Through humor, music and frequent audience participation, James makes every talk

unforgettably exciting, engaging and fun and will leave attendees talking about the event for a

very long time. James has many combined years of experience in the music and business world

and uses that experience to present simple yet powerful ideas that influence immediate action.

Find out more about James at jamesdodkins.com.

Scotty

Werner

Watch Scotty’s Customer Amazement Summit interview at 0:28:30.

Scotty began his career in Baltimore. While attending high school and college he was

trying to find a career that he enjoyed all the while trying to stay in shape by going to the gym.

Even while Scotty was at the gym, he always had a passion to help others around him. Carving

out a niche for himself in the merger and acquisition world, he went on to win the World Bench

Press Championships 3 years in a row. Scotty continued to be a resource for companies around

the country as business leaders tapped into his vast knowledge of customer service. Over the

years, Werner continued to hone his skills in the customer service arena.

No stranger to hard work, Scotty has always led by example and has taken over 250,000

customer phone calls himself. This wisdom was sought out by companies in the form of

leadership to which Scotty is personally responsibility for training over 3,000 customer service

professionals. Werner is now focusing his efforts on using these acquired talents to help others

across the country. Scotty is passionate about helping others that want to deliver spectacular

customer service. Most people wonder, if he is not on helping others, what does he like to do.

Well, whenever Scotty is not helping others, you will probably find him on the golf course.

Find out more about Scotty at scottywerner.com.

Jason

Bradshaw

Watch Jason’s Customer Amazement Summit interview at 0:45:50.

Jason created his first business at fourteen, selling telecommunications and computer

equipment in the Australian regional city of Toowoomba. In the lead up to this, he was inspired

by books like The Pursuit of Wow! by Tom Peters, which opened his eyes to the power of

customer and employee experience.

A cornerstone of Jason’s career has been an unwavering commitment to improving the

lives of customers and employees. During his time in the telecommunications industry, he

implemented ideas for improving customer experience in a number of verticals by over 100

percent. In retail and media, his initiatives to improve efficiencies by focusing on customer and

employee experience saved tens of millions of dollars in a matter of months and improved

employee retention by double digits year on year. Additionally, he has led transformational

programs resulting in tens of millions in revenue improvement.

Jason has led transformations in everything from procurement functions to sales. He has

been in the trenches consistently delivering transformative results—his ultimate passion is

helping individuals and organizations, grow and achieve their goals.

Find out more about Jason at www.jasonsbradshaw.com.

Simon

T. Bailey

Watch Simon’s Customer Amazement Summit interview at 1:06:55.

Simon T. Bailey is leader of the SPARK Movement whose purpose is to ignite

sustainable transformation in people, individuals, systems, and nations. He understands the

pressure leaders and high performers are facing in the midst of uncertainty and equips them with

simple, easy-to-implement strategies to accelerate results.

Simon has more than 30 years’ experience in the hospitality industry, including serving

as sales director for Disney Institute, and has worked with more than 1,800 organizations in 47

countries. He has been named one of the top 25 people who will help you reach your business

and life goals by SUCCESS magazine. LinkedIn Learning features three of Simon's online

courses that reach professionals in 100 countries.

Simon holds a Master’s degree from Faith Christian University and was inducted as an

honorary member of the University of Central Florida Golden Key Honor Society. When he is

not working, Simon spends quality time with his two active teenagers, roots for the Buffalo Bills,

and serves as a board member for the U.S. Dream Academy, Orlando Health Foundation Board,

and World Maker International.

Find out more about Simon at www.simontbailey.com.

Laurie

Guest

Watch Laurie’s Customer Amazement Summit interview at 1:40:00.

An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to" resource for

customer service excellence. For nearly decades, she has shared her practical point of view on

customer service and staff development with audiences and companies across the country,

blending real-life examples and proven action steps for improvement. Her latest book, The 10¢

Decision: How Small Change Pays off Big, presents her most sought-after and impactful

strategies to find and retain the best staff and highest-quality customers while delivering

exceptional guest experiences.

Laurie's knack for getting to the essentials of exceptional customer service means

everyone in attendance will not only understand her approach, but be able to immediately

implement her strategies for improvement.

Laurie is a member of the National Speakers Association and a Certified Speaking

Professional, a designation held by only 12% of speakers. As a keynote speaker, entrepreneur

and author, Laurie Guest, CSP, is the authority on customer service excellence.

Find out more about Laurie at laurieguest.com.

Becky

Ploeger

Watch Becky’s Customer Amazement Summit interview at 1:58:15.

Becky Ploeger serves Hilton as the Head of Hilton Reservations and Customer Care

where she inspires innovation to deliver an elevated, world-class customer experience. Becky

brings over 20 years of experience from customer-centric brands like USAA and Kohl's. She is a

passionate thought leader, providing strategic execution of organization-wide initiatives that

enhance productivity, quality, digitally-enabled and differentiated customer service, technology

and bottom-line financial performance. Her impressive record and repeated success in fearlessly

delivering transformational change through innovative hands-on operational leadership,

relationship building and project management has led to millions of dollars in revenue generation

and expense reduction.

She serves on the Board for Customer Contact Week (CCW) as Chairperson 2016 and

2017, co-chair 2018 and 2019 and a board member in 2020. Becky lives in Phoenix, AZ area

with her husband and four children, and holds a BBA in Information Systems and Management

from the University of Cincinnati.

Find out more about Becky on LinkedIn.

Rupesh

Patel

Watch Rupesh’s Customer Amazement Summit interview at 2:25:58.

Rupesh Patel is a US-based hotel guy that loves the business. Not just normal hotel

businesses—fun ones! He likes owning, operating and definitely staying at hotels (so do his

kids—room service!). He’s been fortunate to hold many fun titles including entrepreneur, owner,

investor, speaker, consultant and crazy dad at home.

Rupesh regularly shares his passions for the hospitality industry, entrepreneurship,

mindset and marketing on numerous industry sites, social media, podcasts, and blogs. He hosts a

live weekly hospitality show and regularly shares ideas, insights and inspiration to his 32k

followers on LinkedIn. His website, smartguests.com, has helped more than 4,000 hotels

improve their customer service, operations and guest feedback.

People hire Rupesh to inspire and motivate their teams, to teach them marketing skills

and personal branding and to teach them how to improve their business. Rupesh’s creative ideas

and fun approach can help any business grow. His advice is to have fun, help others, be happy,

laugh and smile a lot!

Find out more about Rupesh on LinkedIn or at www.rupesh.co.

Dan

Gingiss

Watch Dan’s Customer Amazement Summit interview at 2:39:00.

Dan Gingiss is an international keynote speaker who believes that a remarkable customer

experience can be your best marketing. Dan doesn’t just talk about experiences. He creates an

experience for your audience and delivers clear takeaways that they can put into action the very

next day at the office.

For more than 20 years, Dan has led marketing teams in nearly every marketing

channel—from direct mail to email to social media. He has also served in multiple customer

service and customer experience leadership roles. His strong professional background gives him

the credibility to recommend actionable, profitable solutions. Dan is also a sought-after

commentator on all things marketing, social media, customer experience and customer service.

Many speakers and consultants have never actually experienced life “in the trenches” at a

company. Dan understands those dynamics and challenges. He combines his own professional

experience at brands like Discover, McDonald’s and Humana with tons of real-life examples

from B2C and B2B companies of all sizes. Get inspired with Dan’s fun and thought-provoking

case studies!

Find out more about Dan at dangingiss.com.

Dennis

Snow

Watch Dennis’ Customer Amazement Summit interview at 3:07:28.

Dennis Snow has a passion for service excellence and has presented around the world on

the subject. His customer service abilities were born and developed over 20 years with Walt

Disney World. In his last year with Walt Disney World, Dennis’ leadership performance was

ranked in the top 3% of the company’s leadership team.

He is now a full-time speaker, trainer, and consultant, and is dedicated to helping

organizations achieve their goals in the areas of customer service, employee development, and

leadership. He’s the author of two best-selling business books, Lessons From the Mouse and

Unleashing Excellence.

Dennis is known for delivering high value content in a highly entertaining style.

Participants leave his presentations and workshops inspired and equipped with tools and

principles that can be applied immediately in their own organizations.

Find out more about Dennis at snowassociates.com.

ONLINE CUSTOMERSERVICE PROGRAMSYour introduction to amazement: The CustomerFocusTM walks through my famous cab story and various ways to create an Amazing customer experience by seizing, transforming and improving the moment. Completion time various. We suggest allowing approximately 7-8 weeks to complete the entire course. Includes four courses with a total of 23 chapters.

The Customer FocusTM*

Available from Shepard Virtual Training

Based on my bestselling book of the same name, this program gives 52 of the best practices, tactics and strategies on how to deliver Amazing customer service. Sorted into five categories — leadership, culture, one-on-one interaction, desire for sustainable competitive advantages and community contribution — this program can be completed over the course of a year, one tool each week.

Amaze the Customer Every Time

Learn how to create an Amazing customer service experience in every single customer interaction, every time. This short course only takes 15-20 minutes.

5 Ways to Create an Amazing Customer Serivce Experience*

Designed for company leaders and executives, renew the importance of making good decisions for both your organization and customers. This program teaches how customer service starts at the top, and that leaders are responsible for setting an example for everyone.

Six Steps to Create a Customer-Focused Culture

This program gives organizations complaint resolutions and teaches how to properly deal with angry customers. It includes key tools and phrases to use in any situation, ensuring customers still leave with a good experience.

How to Manage Angry Customers and Handle Complaints

Based on my bestselling book of the same name, learn how to be Amazing through the Seven Amazement Habits, containing over 25 tips and pointers. Each of these are easy to implement right away, helping you achieve Amazement in both your professional and personal life.

Be Amazing or Go Home

*Curso disponible en Español

The Customer FocusTM One-Day WorkshopThe Customer FocusTM Corporate Series

Onsite Training Available:

www.ShepardVirtualTraining.com314-692-2200

Customer service is not a department. It is a philosophy to be embraced by everyone.

SHEP HYKEN

Shep has written seven books, all with a focus on customer service and experience. Pick up any of these great titles today from Amazon or our website, and commit to taking your customer service and customer experience to the next level!

Customer Service & CX ExpertAward-Winning Keynote SpeakerNYT & WSJ Bestselling AuthorChief Amazement O�cer

For more information, visit our website at www.hyken.com or contact us at 314-692-2200, info@hyken.com.

Book Shep to speak at your next event!Shep is a celebrated international keynote speaker who works with companies and organizations that want to build loyal relationships with their customers and employees. Shep is known for his high-energy presentations, which combine important information with entertainment to create exciting programs for his audiences. Shep’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. All of Shep’s speeches are completely customized. He works with you to understand your audience, your theme and your goals for the presentation. If you are interested in learning more, please reach out to our o�ce at 314-692-2200 or info@hyken.com.

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