Opinion

New Year’s Resolutions: Stop Doing These in 2026

Happy New Year! This is the season when many people (and companies) take time to reset and prepare to kick off the new year. Some have already made their plan. Others choose to do it at the beginning of the year. It doesn’t matter when you choose to...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
7 January 2026Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Opinion

My Top CX Predictions for 2026 and How to Make Them Come True

It’s that time of year when I write articles featuring my customer service and customer experience predictions and trends. This year’s predictions were featured in two separate articles for my weekly Forbes column. For our subscribers and followers,...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
5 January 2026Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership
Press Release

Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership

As Millennium Hotels & Resorts (MHR) marks 30 years of global hospitality, the group today announced a strategic loyalty partnership with Indian Hotels Company (IHCL), India’s leading hospitality company and custodian of the iconic Taj Hotels & Reso...

Millennium Hotels and Resorts (MHR)
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Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership23 December 2025MillenniumCRM & Loyalty
Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership
Opinion

An “Above and Beyond” Strategy Doesn’t Work

This is a story about a disagreement I had with a client. I should mention, this was a friendly disagreement. His idea of an amazing experience was to go above and beyond, always exceeding the customer’s expectations.

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
17 December 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Opinion

AI’s Ridiculous Response to a Ridiculous Question

As I write this article, I’m at the CX Malaysia conference, where I was the opening speaker, watching Dr. Shreekant Vijaykar of COPC Inc., one of the other speakers, talk about AI and how you can’t always trust its responses.

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Chatbots, Robotics & AI
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Shep Hyken
by Shep Hyken
10 December 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures
Press Release

Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures

Today, Hilton and Explora Journeys – the privately owned and ultra elegant ocean travel brand of the MSC Group – announce an exclusive collaboration. As part of this exciting new travel offering, Hilton debuts Hilton Honors Adventures, an extension ...

Hilton
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Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures 9 December 2025HiltonCRM & Loyalty
Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures
Tech Won’t Replace Service, but It Can Help Us Recognize
Opinion

Tech Won’t Replace Service, but It Can Help Us Recognize

Ask a hundred hoteliers what makes for great service, and you’ll hear all kinds of answers: personalization, warmth, staff, speed, amenities, technology, you name it. But if we had to reduce it to just one word, I’d argue it’s this: recognition.

Martin Soler
Martin Soler
Partner at Soler & Associates
Soler & Associates
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Guest Experience
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Martin Soler
by Martin Soler
4 December 2025Soler & AssociatesCRM & Loyalty
Tech Won’t Replace Service, but It Can Help Us Recognize
Opinion

This Is Why Customers Trust You

In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results in a customer who has confidence to keep doing business with you. I created a metric, the Customer...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
3 December 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.