{"id":27347,"date":"2026-02-10T12:29:04","date_gmt":"2026-02-10T11:29:04","guid":{"rendered":"https:\/\/pegamento.nl\/shep-hyken-where-customer-experience-turns-into-customer-loyalty\/"},"modified":"2026-06-03T15:28:20","modified_gmt":"2026-06-03T13:28:20","slug":"shep-hyken-where-customer-experience-turns-into-customer-loyalty","status":"publish","type":"page","link":"https:\/\/pegamento.nl\/en\/shep-hyken-where-customer-experience-turns-into-customer-loyalty\/","title":{"rendered":"Shep Hyken – where Customer Experience turns into Customer Loyalty"},"content":{"rendered":"\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

April 15, 2026 – 3:30 p.m. to 4:30 p.m. Spoorwegmuseum Utrecht<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t<\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\tDownload whitepaper<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t<\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\tContact<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

Keynote Customer Convenience<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"logo-Contact\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

CX: no longer a plus, but a must<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

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: <\/p>

Why do customers stay with you?<\/strong><\/p>

That question is central to the work of Shep Hyken<\/strong>: recognized worldwide as an authority on the intersection of Customer Experience (CX)<\/strong> and Customer Loyalty<\/strong>. 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. <\/p>

What you will discover in this keynote<\/h3>

Shep translates CX into a way of working that your organization can apply immediately. Not as a project, but as a culture<\/strong> and strategic compass<\/strong>: CX does not “belong to the team,” it is everyone’s responsibility, and it is there that sustainable customer loyalty is created. <\/p>

In 60 minutes, Shep will take you through three key questions:<\/p>

  1. What is loyalty really worth today?<\/strong>
    Not in words, but in repeat behavior, trust and preference, even when a cheaper alternative is just around the corner.<\/p><\/li>

  2. What moments determine whether a customer stays or leaves?<\/strong>
    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.<\/p><\/li>

  3. How do you make CX scalable without losing the human touch?<\/strong>
    By using technology (and AI) smartly for convenience and speed, giving your people room for empathy and real impact.<\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

    \n\t\t\t\t\t
    \n\t\t\t\t
    \n\t\t\t\t
    \n\t\t\t\t\t\t\t
    \n\t\t\t

    \n\t\t\t\t\"Convenience is not about less contact. It's about less friction,so that each contact moment gets more value. \t\t\t<\/p>\n\t\t\t\t\t\t\t

    \n\t\t\t\t\t\t\t\t\t\t\tShep Hyken<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
    \n\t\t\t\t\t
    \n\t\t
    \n\t\t
    \n\t\t
    \n\t\t\t\t
    \n\t\t\t\t
    \n\t\t\t\t\t

    Customer Convenience as an engine of Customer Loyalty<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
    \n\t\t
    \n\t\t\t\t
    \n\t\t\t\t
    \n\t\t\t\t\t\t\t\t\t

    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. <\/p>

    Customers no longer just expect good service. They expect effortless value creation<\/strong>: fewer steps, less waiting time, less repetition and more control. <\/p>

    Shep Hyken calls this the Convenience Revolution<\/em>: a customer experience so simple and frictionless that customers keep coming back precisely because it’s easy to stay with you.<\/p>

    The convenience spectrum: two extremes that must match together<\/h3>

    On the “scalable” side<\/strong> (where friction disappears):<\/p>

    • Hyperpersonalization at scale (relevant, not creepy)<\/p><\/li>

    • Smart, AI-driven self-service<\/p><\/li>

    • Efficient processes that eliminate repetition and waiting time<\/p><\/li>

    • Customers who can, when they want to<\/p><\/li><\/ul>

      On the “human” side<\/strong> (where value is created):<\/p>

      • Personal contact where it really counts<\/p><\/li>

      • AI-driven support for employees (context, suggestions, next best action)<\/p><\/li>

      • Empathy, trust and ownership in moments of high customer value<\/p><\/li><\/ul>

        The organizations that win are not those that choose between human or technology, but those that orchestrate both perfectly.<\/p>

        Why Shep Hyken, why now<\/h2>

        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. <\/p>

        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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

        \n\t\t\t\t\t
        \n\t\t
        \n\t\t
        \n\t\t
        \n\t\t\t\t
        \n\t\t\t\t
        \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"Shep\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
        \n\t\t
        \n\t\t\t\t
        \n\t\t\t\t
        \n\t\t\t\t\t\t\t\t\t

        Biography Shep Hyken<\/h3>

        Shep Hyken<\/strong> 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)<\/strong> of Shepard Presentations and was inducted into the National Speakers Association Hall of Fame<\/strong> (CPAE – lifetime achievement). <\/p>

        Shep has worked with 1200+ organizations<\/strong> and published 3000+ articles<\/strong> on service, CX and loyalty.<\/p>

        From service to strategy: his best-known books<\/h4>

        Shep wrote multiple (NYT\/WSJ\/USA Today) bestsellers on customer loyalty and building a customer-focused culture, including:<\/p>

        • The Convenience Revolution<\/strong> – how to reduce friction and accelerate loyalty<\/p><\/li>

        • Amaze Every Customer Every Time<\/strong> – 52 practical tools for structural improvement<\/p><\/li>

        • The Amazement Revolution<\/strong> – strategies to create memorable experiences<\/p><\/li>

        • The Loyal Customer<\/strong> – why loyalty is more profitable than acquisition over and over again<\/p><\/li>

        • I’ll Be Back<\/strong>, The Cult of the Customer<\/strong>, Moments of Magic<\/strong>, Be Amazing or Go Home<\/strong> – classics on service behavior, culture and customer expectations<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

          \n\t\t\t\t\t
          \n\t\t
          \n\t\t
          \n\t\t
          \n\t\t
          \n\t\t\t\t
          \n\t\t\t\t
          \n\t\t\t\t\t

          Curious about what we can do for your organization?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
          \n\t\t\t\t
          \n\t\t\t\t\t\t\t\t\t

          Contact us using the form to the right, and we’ll explain it to you in a personal conversation. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

          \n\t\t
          \n\t\t
          \n\t\t\t\t
          \n\t\t\t\t
          \n\t\t\t\t\t