Customer Success Playbook Podcast S3 E42 - Shep Hyken - AI, Fear, and Friction

Apr 11, 2025

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In the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.

Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support, Shep’s latest research reveals a promising shift: 50% of consumers have successfully resolved issues with AI-driven support. But there's a catch—another 50% report being misled by AI.

That duality sets the stage for Shep’s deeper message: AI must offer convenience without creating confusion. The brands that win will be those who design seamless handoffs to humans when bots fall short, and those who tailor support channels based on customer demographics. Shep emphasizes that CX isn't about chasing tech trends—it's about knowing your customer and building trust at every touchpoint.

He introduces a key fear hindering AI adoption: not FOMO (fear of missing out), but FOMU—fear of messing up. Many organizations hesitate to modernize due to sunk costs in legacy tech or risk aversion among leadership. But as Shep points out, the true risk is falling behind the expectations set by the best experiences customers have had—regardless of industry.

As a bonus, Shep shares where to find his expansive research, including his 2025 State of Customer Service and CX report, freely available at https://hyken.com/research/.

This episode is essential for any business leader looking to leverage AI wisely and responsibly in the age of customer experience.

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You can find Kevin at:
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Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.