April 15, 2026 – 3:30 p.m. to 4:30 p.m. Spoorwegmuseum Utrecht
Customer Experience was once a differentiator. Today, it is the bottom line. Products, prices and propositions are copyable faster than ever, but one question remains:
Why do customers stay with you?
That question is central to the work of Shep Hyken: recognized worldwide as an authority on the intersection of Customer Experience (CX) and Customer Loyalty. In his keynotes, Shep shows why loyalty is not created by one big “wow moment,” but by consistently excellent experiences at exactly the moments that matter.
Shep translates CX into a way of working that your organization can apply immediately. Not as a project, but as a culture and strategic compass: CX does not “belong to the team,” it is everyone’s responsibility, and it is there that sustainable customer loyalty is created.
In 60 minutes, Shep will take you through three key questions:
What is loyalty really worth today?
Not in words, but in repeat behavior, trust and preference, even when a cheaper alternative is just around the corner.
What moments determine whether a customer stays or leaves?
The “crucial moments” in which friction or trust arises: from onboarding to problem solving and from billing to the first “no” you have to sell.
How do you make CX scalable without losing the human touch?
By using technology (and AI) smartly for convenience and speed, giving your people room for empathy and real impact.
"Convenience is not about less contact. It's about less friction,so that each contact moment gets more value.
At Pegamento, we look at Customer Experience with the same strategic lens. For us, 2026 is the year when Customer Convenience becomes the driver of Customer Loyalty.
Customers no longer just expect good service. They expect effortless value creation: fewer steps, less waiting time, less repetition and more control.
Shep Hyken calls this the Convenience Revolution: a customer experience so simple and frictionless that customers keep coming back precisely because it’s easy to stay with you.
On the “scalable” side (where friction disappears):
Hyperpersonalization at scale (relevant, not creepy)
Smart, AI-driven self-service
Efficient processes that eliminate repetition and waiting time
Customers who can, when they want to
On the “human” side (where value is created):
Personal contact where it really counts
AI-driven support for employees (context, suggestions, next best action)
Empathy, trust and ownership in moments of high customer value
The organizations that win are not those that choose between human or technology, but those that orchestrate both perfectly.
Shep Hyken embodies exactly this tension. He shows how you can use technology to enhance CX without making your organization “cold.” Convenience does not create distance; rather, it creates space for meaningful contact, in the moments customers remember.
By welcoming Shep Hyken as a keynote speaker, we at Pegamento bring together the best of global CX thinking with today’s reality as well as tomorrow’s choices.
Shep Hyken is a leading international expert in customer service and customer experience, best-selling author and sought-after keynote speaker. He is the CAO (Chief Amazement Officer) of Shepard Presentations and was inducted into the National Speakers Association Hall of Fame (CPAE – lifetime achievement).
Shep has worked with 1200+ organizations and published 3000+ articles on service, CX and loyalty.
Shep wrote multiple (NYT/WSJ/USA Today) bestsellers on customer loyalty and building a customer-focused culture, including:
The Convenience Revolution – how to reduce friction and accelerate loyalty
Amaze Every Customer Every Time – 52 practical tools for structural improvement
The Amazement Revolution – strategies to create memorable experiences
The Loyal Customer – why loyalty is more profitable than acquisition over and over again
I’ll Be Back, The Cult of the Customer, Moments of Magic, Be Amazing or Go Home – classics on service behavior, culture and customer expectations
Contact us using the form to the right, and we’ll explain it to you in a personal conversation.
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