Shep Hyken, CSP, CPAE, is the CAO (Chief Amazement Officer) of Shepard Presentations, and has been speaking about Customer Success as it has evolved over the past 33 years. He’s traced its trajectory from Customer Service to Customer Success, and has guided companies like American Airlines, American Express, Aetna, AAA, and AT&T (and that’s just the A’s!) to help them build loyal relationships with their customers and employees. Shep is the New York Times and Wall Street Journal bestseller of The Amazement Revolution, The Cult of the Customer, The Loyal Customer, Moments of Magic, and Amaze Every Customer Every Time. In 2008, Shep was inducted into the National Speakers Association Hall of Fame speaker for lifetime achievement in the professional speaking industry.