{"podcast":{"title":"Amazing Business Radio","slug":"amazing-business-radio-46506","podcast_index_feed_id":46506,"rss_url":"https://feeds.megaphone.fm/amazingbusinessradio","website_url":"http://www.amazingbusinessradio.com","image_url":"https://megaphone.imgix.net/podcasts/4662fa7c-bab3-11e8-8186-b7c42bfb0449/image/uploads_2F1540919813771-voymmzdal6-1a137ee5168708beff6522d51535ac33_2FABR+-+Interviews+with+leading+business+experts..jpg?ixlib=rails-4.3.1&max-w=3000&max-h=3000&fit=crop&auto=format,compress","author":"Shep Hyken","episode_count":596,"summary":"Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.","last_synced_at":"2026-07-28T20:18:20.994335+00:00","page_url":"https://stenobird.com/podcast/amazing-business-radio-46506"},"episode":{"title":"How Eliminating Communication Friction Elevates Customer Experience Featuring Damon Covey","slug":"how-eliminating-communication-friction-elevates-customer-experience-featuring-damon-covey","published_at":"2026-06-02T08:45:00+00:00","page_url":"https://stenobird.com/podcast/amazing-business-radio-46506/how-eliminating-communication-friction-elevates-customer-experience-featuring-damon-covey","show_page_url":"https://stenobird.com/podcast/amazing-business-radio-46506","url":"https://traffic.megaphone.fm/CSN3758818317.mp3","audio_url":"https://traffic.megaphone.fm/CSN3758818317.mp3","summary":"How a Unified Communication System Empowers Employees and Delights Customers Shep interviews Damon Covey, General Manager of Unified Communications and Collaboration at GoTo. He talks about the importance of tailored, unified communication systems that reduce friction for both employees and customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What advantages do unified communications bring to customer service? How does integrating multiple channels enhance customer experience? Why is minimizing friction important for trust and loyalty in service? What are the disadvantages of generic versus tailored communication tools? How can automation and AI improve customer support interactions? Top Takeaways: The \"swiveling chair\" problem hurts both customers and employees. Integrating all communication channels into a unified system prevents employees from constantly switching between programs, improving their workflow and eliminating unnecessary friction for customers. Employees can't provide amazing customer service if they are using slow, broken, or outdated systems. Most of the time, customers are frustrated not because of the person helping them but because of the tools that make solving the problem more complicated. Fragmented experiences erode customer trust. Whenever a customer has to repeat themselves or start over every time they switch between modes of communication (chatbot, email, phone, etc.), trust drops. Unified systems provide smooth experiences where the next agent knows what happened before and the best tools to help the customer are within easy reach. Follow the journey that your customers prefer. Businesses need to adapt their communication channels and technology based on what their customers actually w…","meta_description":"How a Unified Communication System Empowers Employees and Delights Customers Shep interviews Damon Covey, General Manager of Unified Communications and Co…","key_points":[],"chapters":[],"topics":[],"duration_seconds":1141,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/amazing-business-radio-46506/episodes/how-eliminating-communication-friction-elevates-customer-experience-featuring-damon-covey/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/amazing-business-radio-46506/how-eliminating-communication-friction-elevates-customer-experience-featuring-damon-covey.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}