Doing CX Right Podcast: Recent Episodes
Stacy Sherman, DoingCXRight
Customer experience (CX) is a brand differentiator. By humanizing business and intentionally DOING CX RIGHT, you gain happy customers who continue to buy and refer your brand to others.
Stacy Sherman shares her 'Heart & Science™ proven CX framework to help you accelerate loyalty and revenue. She's also interviewing admirable keynote speakers, authors, business leaders across industries who share ACTIONABLE CX strategies and tactics too.
Topics include: Retaining customers and keeping them from going to competitors Increasing revenue and growth by winning through experiences over price. Instituting CX measurements for accountability & success. Gaining customer advocates, who refer versus share bad reviews. *Building an engaged workforce and customer-centric inclusive culture.
DoingCXRight® Podcast is not all business and customer service related. You’ll also hear guests share personal stories, challenges overcome, lessons learned, and topics such as: “What would you tell your younger 20-year-old self now that you didn’t know then.” The answers will inspire you to think and do differently so that you show up as your best self every day.
About Stacy Sherman: She's an award-winning keynote speaker, author, and mentor on a mission to inspire better experiences so that REAL loyalty, connections, and satisfaction exist globally. Read her bio, blog, Forbes articles and useful resources at: DoingCXRight.com
Most companies think investing in the latest technology will set them apart. While AI handles simple, routine inquiries, Nate Spears of ClearSource explains why software alone fails to deliver: everyone now has access to the exact same tools. As automation takes over basic tasks, frontline agents are left to manage complex, stressful customer interactions that require genuine human skill. So what actually separates companies with deeply loyal customers from those relying on the same equipment as everyone else? In this episode of Doing CX Right, you'll learn 5 practical strategies to attract top talent and strengthen your frontline. This episode is for any leader who wants to build the ultimate leadership advantage AI cannot replicate: a winning culture that inspires people to give their best because of how you lead them. Actionable Takeaways Start hiring differently this week. Replace "tell us about your greatest achievement" with "tell me about a time you worked hard for something," and "tell me about a time you got feedback you did not like." Listen for humble, hungry, and smart. Then promote the people who exhibit these traits and remove those who set a standard of mediocrity. Audit your environment for friction. Walk through the policies and processes your team interacts with daily. Which ones make their job easier? Which ones make it harder? Pick one policy or process that is creating friction and change it this week. Then ask your team what else is in the way. Reframe one metric. Pick your most feared KPI, probably handle time. Sit down with your leaders and answer this: What is the right amount of time to actually help this customer well? Make that your target. When someone misses it, ask what got in the way instead of why they broke the rule. Measure feelings at key moments. Start asking customers one question at three specific moments in their journey: how do you feel right now? Track the trend. You will find the actual problems, and they will not be where your current metrics point. Model discretionary effort for your team first. Commit to one one-on-one per week without canceling. Show up early to solve a problem one of your people is facing. Demonstrate what discretionary effort looks like before asking them to give it to customers. And more as you'll hear in this episode. Learn more about ClearSource, whose cutting-edge solutions seamlessly blend artificial intelligence, speech analytics, generative AI, workforce management, agent assist, and automation, empowering you to deliver unparalleled customer experiences that drive growth and loyalty. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Subscribe to Doing CX Right℠ newsletter for proven strategies to boost revenue, retention, and brand reputation. #ClearsourcePartner
What can you do to be an unforgettable company that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" In this episode of Doing CX Right®, host Stacy Sherman talks with Jeanne Bliss about these topics, including the value of goal mapping versus journey mapping to be an unforgettable customer-centric company, workforce trends, and earning the right to customer-driven growth. What You Will Learn Build a goal map that names what the customer needs to accomplish before your team designs any internal process step. Replace department-level output metrics with one shared outcome metric, such as tracking how many days a product or service stays functional instead of counting units sold. Test any fee, policy, or contract term by asking whether you would apply that same term to your own parent, then rewrite any term that fails the test. Publish a documented list of pre-approved actions frontline employees can take on the first contact, without routing the decision to a manager for approval. Keep a live person reachable behind every automated tool, so customers who need a human for a complex or high-value request always have that option. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and CX expert David Singer, Global VP at Verint, share answers to these questions, plus strategies for balancing advanced AI with genuine human interactions. AI and Customer Experience Topics Discussed: How technology can enhance CX beyond the traditional metrics, integrating seamlessly into daily customer interactions. The importance of overcoming the fear of change, and how gradual implementation of new tools can lead to significant improvements. Real-world examples of how AI in quality management has resulted in fairer employee evaluations and better customer experiences. Strategies to balance speed and quality in customer service, ensuring timely yet meaningful interactions. Leadership insights on inspiring teams rather than just inspecting their work, fostering an environment of empowerment. The direct impact of treating employees well on delivering exceptional customer experience. How advanced technologies like Generative AI can handle routine tasks, freeing up human agents for more complex, empathy-driven interactions. Whether you're a CX leader, a business owner, or a AI technology enthusiast, you won't want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today's competitive landscape. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you need motivation and practical strategies to refresh and refuel your customer service approach? In this episode of Doing CX Right, host Stacy Sherman is joined by Speaker Hall of Famer Laurie Guest. Together, they unpack the concept of "service fatigue" and its damaging ripple effects across the customer journey. Discover Laurie's powerful principle of the "10 Cent Decision" and how to implement small but mighty changes that lead to significant gains. You'll hear actionable insights to reignite passion in your people, combat complacency, and create customer conversations that build loyalty and new business. What You Will Learn Review your team's after hours contact expectations this week and set explicit working hour boundaries with clients, because unclear availability windows are a direct cause of employee exhaustion in 24/7 service roles Audit one full customer process this month for unnecessary steps or paperwork fields, and remove any field that does not directly affect the outcome, following the cosmetics company example where removing intake fields improved conversion at no added cost Train frontline staff and managers to respond to service failures with direct ownership language instead of explanations, using a structured response format: acknowledge the impact, state the correction, and skip justification Add at least one recurring, low cost team ritual this quarter, such as a meeting free day or a themed day, specifically to counter the flatness that builds when daily tasks repeat without variation When AI or automated systems answer customer questions, build a clear and fast handoff to a live staff member for any question the system cannot resolve, so customers are not left waiting when automation reaches its limit Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Most companies are rushing to layer AI onto customer operations without fixing what sits underneath. Deb Ashton of Certinia says that's the wrong order. When sales, delivery, finance, and customer success work from separate systems with different views of the same customer, AI doesn't close those gaps; it amplifies them. Clients feel the disconnect as friction: repeating themselves across departments, getting inconsistent answers, and slowly losing trust. What You Will Learn Why adding AI to customer support fails when your sales, finance, and delivery systems do not share customer data, and what customers experience when they do not The three layers of trust that determine whether clients renew, and which one AI cannot replace Where AI actually protects revenue in your business versus where it erodes customer relationships The difference between "human in the loop" and "human on the loop," and when to use each one with AI workflows Why metrics like NPS and renewal rates hide the real problem with your AI implementation until the customer has already left How to identify which administrative work should be automated and which customer-facing decisions need human judgment before execution What to do when your customer success manager cannot answer basic questions about a contract, and why that moment determines whether you keep or lose the customer This episode is brought to you in partnership with Certinia. Certinia is a professional services platform built natively on Salesforce that connects the full services lifecycle — sales, delivery, financials, forecasting, staffing, and project management — on a single data layer, so every team works from the same view of the customer, and AI can act with certainty. Learn more at Certinia.com. Subscribe to DoingCXRight.com newsletter for more actionable strategies to boost business results the right way.
What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relationships, and add value without spending more. And, some of the best advice about leadership, customer experience, and succeeding in the age of AI. What You Will Learn Ask your team a version of the Sanborn question after key transactions: "Are you happier you chose us than a competitor?" Use the responses to identify specific moments where the answer is no. Direct training budget toward frontline employees, since customers interact with delivery drivers, support agents, and reception staff far more often than they interact with executives. Give employees permission to add a small, no-cost gesture at one point in the customer journey, similar to the pizza driver who asks to give a child a piece of candy at the door. Set a rule for AI use on your team: AI drafts content, but a person still asks the original question, checks the output for accuracy, and carries out the final action. Write down, in one sentence, what your team is trying to accomplish this quarter, then ask five employees the same question and compare the answers. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gone. So what separates the companies that keep their customers, grow their revenue, and earn the budget to do more from the ones that keep losing both? You've come to the right place for answers. This episode is for any leader who is tired of fighting for a budget and wants to make a case that their boss actually says yes to. What You'll Learn: Why CSAT and NPS get a polite nod in the boardroom, and which three specific numbers make finance actually approve budget Whether your customers would miss you or just miss your price, and why that gap is where you lose revenue The gap between saying "it's my responsibility" and feeling "I own this outcome," and why only one stops churn Why attaching a name to every survey question turns feedback into action, and what happens when you don't How a 30-year-old bus tour still explains why companies lose customers without knowing the real reason Why contact center AI delivers measurable returns in weeks, creating the data service leaders need to secure larger CX budgets What emotion customers feel at each stage that predicts whether they'll stay or leave, and where most companies stop looking Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations. You'll gain insights to foster a work environment that attracts and retains top talent. Likewise, you'll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Most companies are rushing to deploy AI faster than their competitors. Alvin Stokes of Princess Cruises says that is exactly the wrong instinct. Speed without emotional intelligence does not create better guest experiences. It creates tools your frontline team will not use, prototypes your customers will not trust, and revenue you will not recover. Alvin has spent two years inside one of the most guest-focused industries in the world, generating a nine-figure incremental revenue gain from AI programs by doing one thing most leaders skip: proving it works before scaling it. This episode is for any leader who wants to move fast with AI without breaking the customer relationship in the process. What You Will Learn About AI, Guest Experience, and Emotionally Intelligent CX: Why emotional intelligence is the missing ingredient in most AI deployments, and how Princess Cruises builds it into every tool before agents ever touch it The blueprint Alvin's team uses to prototype fast, pilot heavily, fail quickly, and scale only what actually works, producing a nine-figure revenue gain in 12 months How AI is changing what "listening to customers" means, from three-month-old NPS surveys to real-time sentiment analysis across every channel interaction Why the frontline agents who resist new tools are your most valuable source of feedback, and how to use their input to drive faster adoption across the team How Princess Cruises' Smooth Sailing Squad uses AI-generated daily reports to surface policy and process friction points before they damage the guest experience What new KPIs are replacing NPS as the primary measure of guest loyalty, and why tracking sentiment over 10, 50, or 200 interactions tells you things a single survey never can Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave without explanation. The technology to do it exists right now. Most companies are not using it. Pierre has spent 25 years at the intersection of data, technology, and customer experience, and he says this transformation is unlike anything he has seen before. The window to act is open. It will not stay that way. What You Will Learn About Anticipating Customer Needs With AI: What agentic AI actually is in plain language, why it is fundamentally different from prior AI capabilities, and what it means for your CX strategy starting now Why IBM's research found that technology stack limitations, not budget or talent, are the number one barrier preventing CMOs from delivering the customer experience they already know they need to deliver How agentic search engines are becoming a direct threat to brand digital presence, and what leaders need to do before their customers' AI agents start bypassing them entirely Why anticipating a customer's need before they express it is now a measurable competitive advantage, and what separates the companies building that capability from the ones still reacting How AI can read sentiment, detect frustration signals across structured and unstructured data, and trigger a response before a customer decides to leave Why conversion is the metric that tells the truth about whether your customer experience is actually working, and what NPS and CSAT consistently miss Download IBM's Win the Moment report now: https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/customer-intent?utm_id=Stacy-Sherman-AdobeSummit-LinkedIn-IBVCMOStudy-04-16-26 #IBMPartner Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Your contact center agents are not the only people responsible for your customer experience. Every person in your company who touches a product, a process, or a decision is shaping how your customer feels about your brand, whether they realize it or not. Chris Morrissey, General Manager of Customer Experience at Zoom, calls this horizontal CX, and it starts with one question every leader should be asking every employee, every quarter: how did you use what you learned from customers to make a better decision? When that question becomes routine, "not my job" stops being an option. This episode covers what it takes to build that accountability across every role, every channel, and every technology decision your company is making right now. What You Will Learn Why measuring individual interactions instead of full customer journeys causes teams to celebrate outcomes that are actually failures Which voices of the customer most companies are collecting but never routing to the teams making product, marketing, and service decisions Why keeping customers is a bigger revenue lever than acquiring them at scale, and why most recognition and compensation structures have not caught up to that reality What it takes to make store staff, product owners, and agents show up as one brand to a customer who does not care about your org chart Why the pressure to adopt AI fast may be creating a problem worse than the one companies are trying to solve Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Most loyalty programs are designed around rewards: points and discounts that give customers a reason to return. That design produces a specific problem. When the incentive expires or another brand matches it, the customer accepts the offer and does not return. The companies that retain customers year over year treat loyalty as a relationship, not a transaction. Most companies have not made that shift yet. In this episode of Doing CX Right℠, Stacy Sherman examines that problem with Martin Villanueva, Global Head of Personalization and Loyalty at IKEA. They explain why most loyalty budgets stay underfunded, what that costs in long-term revenue, and the specific steps leaders need to take first. You will learn how to: Position loyalty as a growth engine, not a cost center, when making the financial case to the C-suite Use customer journey mapping to align CX, support, personalization, and marketing teams around a single experience Design a value exchange that gives customers a clear reason to share their data Apply AI to personalization in a way that increases relevance, not just message volume Measure customer loyalty through repeat purchase rate, active member rate, CLTV, and whether customers are sharing more data over time as a signal that they believe the brand delivers value Final Thoughts Customer acquisition costs rise every year. A loyal customer base reduces dependence on that spending. The leaders who make that investment first hold an advantage that competitors cannot easily replicate. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Imagine you are enjoying dinner at a high-end restaurant, almost finished with the appetizer, when you notice a long strand of hair mixed into the food. What would you expect the restaurant to do? Well, this really happened. In this solo episode of Doing CX Right, host Stacy Sherman shares that experience, plus a second restaurant mistake that led to a very different outcome. Both businesses had a chance to recover, but only one response made her feel taken care of and more willing to forgive. Stacy explains why the moments after a service issue can matter more than the issue itself, and why correcting the problem is not the same as making it right. She also connects both stories to Qualtrics XM Institute research, featured in episode 210 with Isabelle Zdatny, showing how customer emotion influences forgiveness, trust, recommendations, and loyalty. This episode helps leaders rethink service recovery as a customer retention strategy, not a simple correction. What You Will Learn Why correcting a mistake and making it right are two different actions. What Qualtrics research reveals about the business impact of emotion when an experience does not go as expected. Why the memory customers carry from a difficult moment can influence whether they return or choose a competitor. What generous recovery looks like in practice, and why one small gesture can influence the customer's next decision. How one phrase can shift the conversation from care to blame. How to assess whether employees are equipped to protect loyalty during difficult customer moments. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional connections that turn customers into vocal advocates. Plus, learn how prioritizing your current customer base can accelerate revenue growth and enhance your competitive advantage. Don't miss out. Listen now to learn how to transform customer satisfaction into deep brand commitment. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.
Most business leaders track traditional metrics such as NPS, Customer Satisfaction (CSAT), and average response time. They are, however, overlooking the single factor that reliably predicts customer return, referrals, increased spending, and the willingness to forgive a mistake: emotion. This episode focuses on proving the cost of this emotion gap and detailing the actions leaders must take now to achieve lasting success. Stacy Sherman spoke to Isabelle Zdatny at Qualtrics XM Institute about in-depth research that reveals what separates companies that earn customer loyalty from those that keep losing it without knowing why. Their conversation provides leaders with clear, actionable strategies for measuring and managing the emotional experience to drive measurable business outcomes. What you will learn: How to identify the one emotion your brand must stand for and turn it into a metric your leadership team will act on. Why customers with high emotion ratings are exponentially more likely to trust, forgive a mistake, and recommend your brand than any functional metric currently predicts. What a four-year longitudinal study of publicly traded companies reveals about the stock performance gap between emotion leaders and emotion laggards. Why AI deployed in customer service is eroding trust faster than it is creating efficiency, and what to do instead. How one company stopped measuring satisfaction entirely, created a proprietary metric tied to executive compensation, and changed how their entire organization operated. What behavioral signals inside your existing call recordings and chat transcripts are already telling you about how customers feel that post-transaction surveys will never capture. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
Many leaders discover that an employee was on the verge of burnout only after the customer already felt it. By the time a resignation letter arrives or a negative review goes public, it has already cost you the revenue and the brand reputation you spent years building. The question is whether you can read the warning signs before that moment happens. This show is about Stacy Sherman's reflection on her conversation last week with Jennifer Lee, where they explored how to read stress indicators in real time and act on them before the damage occurs. What You Will Learn: How to identify signals that a team member is approaching the breaking point before it costs you a customer or a sale The one question to ask your managers this week that surfaces who on the team is struggling right now How a single bad interaction becomes a permanent online record that AI reads when your next prospect searches for a solution in your category What your digital empathy footprint is and one action you can take today to understand what it currently says about your company and prevent losing both customers and top talent. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.
Imagine if you could detect the early signs of burnout while there is still time to help a frontline employee, protect the customer experience, and avoid preventable attrition. This is not theoretical. Leaders can now monitor operational signals across the systems employees use every day, respond in real time, reduce compounding stress, and support employee wellbeing in ways that improve customer experience. That is exactly what you'll hear in this episode of Doing CX Right℠, where host Stacy Sherman and featured guest Jennifer Lee, President and Co-CEO of Intradiem, discuss why employee well-being is central to service quality, customer loyalty, and smarter leadership decisions. In this episode, you'll learn: Which employee behaviors can signal rising burnout Why short resets can improve the next interaction How real-time intervention affects business outcomes Where AI adds value inside the employee workflow What determines the right moment to escalate to a person Why frontline observation leads to better leadership decisions If your goal is to improve quality, retain valuable employees, and make smarter CX decisions, this episode will give you practical direction you can use right away. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.
Did you know that AI is now reading your customer reviews, your public responses, and the sentiment around your brand to help buyers decide whether to trust your business? That means you need to pay attention to what customers are saying publicly and how your company responds, because those signals are shaping reputation, buying decisions, and future revenue before a prospect ever contacts you. In this solo episode of Doing CX Right®, Stacy Sherman shares 3 actionable lessons business leaders can use to protect revenue, avoid losing profitable customers, and improve the likelihood that their brand gets recommended by AI platforms. In this episode, you'll learn: How to use customer reviews more strategically What your public responses are really communicating Why review strategy now matters far beyond reputation What creates risk when your business has too many negative reviews or none at all How customer expectations and emotions shape public feedback What leaders need to do to strengthen how their brand is perceived online and by AI tools If your goal is to protect revenue, strengthen brand reputation, and know exactly where to focus, this episode will be very valuable and enable you to make an impact immediately wherever you work. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
Why do customers trust a 4.5 star rating more than a perfect 5? What is AI actually using to decide which businesses to recommend, and is your company showing up in those answers? Both questions come down to your reviews and what your business does when there is negative feedback. Most leaders ask how to delete bad customer reviews. They cannot. What they can do is respond within 24 hours, fix the root cause, and invite every customer to review, not just the happy ones. The businesses that build customer trust consistently are the ones AI recommends, and buyers consistently choose. In this episode of Doing CX Right®, Stacy Sherman speaks with Alicia Skubick, Chief Customer Officer at Trustpilot, the world's largest independent customer feedback platform. You will learn how to: Turn bad online reviews into clear actions that improve the business Respond quickly in ways that strengthen credibility and build customer trust Use customer feedback to find root causes across teams Develop trust over time through consistent actions Adjust to AI search, where reviews influence visibility and decisions Whether you lead a retail business, a financial services firm, or a service organization, this conversation will change how you think about every bad customer review you receive. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
How do you get skeptical buyers to choose your products and services over competitors? What does it actually take to earn trust from people who question everything before making a decision? Here is what most leaders get wrong: they assume that scientists, data-driven professionals, and analytical thinkers make decisions based purely on logic. The research says otherwise. Even in the most technical industries, something else is driving the final call. And once you understand what it is, it changes how you approach sales, marketing, and customer experience entirely. In this episode of Doing CX Right®, Stacy Sherman sits down with Andrew Bertera, a scientist-turned-marketing leader at New England Biolabs, to explore what actually moves skeptical buyers from hesitation to commitment. Stacy also shares the results of a LinkedIn poll she conducted, asking business leaders in complex buying cycles, life sciences, technology, and manufacturing, what most often prevents a purchase decision from moving forward. The answer surprised people. Listen to find out what it was and why it matters for your business, even if you are nowhere near the life sciences industry. In this conversation, you will learn: Why are the most analytical buyers not as logic-driven as you think How to turn skepticism into curiosity without overpromising What role do peer validation and credible data play in building trust How to design moments in the customer journey that reduce friction and increase confidence Why a consistent brand experience across marketing, sales, and service determines whether a skeptical buyer stays or leaves How structured and informal feedback loops keep you ahead of what customers actually need The conversation is grounded in life sciences, but the principles apply to any business working to win over careful, skeptical buyers and build loyalty that lasts. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
What's the best leadership advice you've ever received or given? In this special episode, host Stacy Sherman brings together 30 accomplished women leaders from across industries to share their valuable wisdom with you. Perfect timing for March and International Women's Day, though leadership insights are timeless no matter when you're listening. From Wall Street traders to customer experience executives, bestselling authors to Fortune 500 leaders, you'll hear accomplished women reveal the insights that helped them navigate challenges, break barriers, and build successful careers. In this episode, you'll learn: • Why believing in yourself is the foundation of all leadership success • How to lead with authenticity without conforming to outdated expectations • The power of "both/and" thinking instead of either/or trade-offs • Why clarity is kindness when giving difficult feedback • How to be direct and compassionate simultaneously • The importance of surrounding yourself with people better than you • Why focusing on the good makes problems shrink • How to balance employee and customer needs without choosing sides • The courage to ask for what you want (because "all they can do is say no") • Why passion is your competitive differentiator Featured Leaders (in order of appearance): • [0:00 - 4:59] Stacy Sherman (Host) - Opens women's leadership topic; shares mom's story & personal advice [1:50 - 4:52] • [4:59 - 5:38] Laurie Guest - Hiring people better than you • [5:38 - 6:24] Lisa Oswald - Personal power & agency • [6:24 - 6:59] Brittany Hodak - Employee experience equals customer experience • [6:59 - 8:17] Michelle Musgrove - Authenticity in leadership • [8:17 - 8:40] Sylvie di Giusto - Choose to be unique • [8:40 - 9:42] Katie Webb - Never lose passion; be the energy you want • [9:42 - 11:02] Eileen Brenner (Stacy's Mom) - Believe in yourself first; take chances • [11:02 - 11:27] Jeanne Bliss - Customer experience leadership • [11:27 - 11:56] Lisa Ford - Be the role model • [11:56 - 12:21] Jackie Yeaney - Make positive impact • [12:21 - 12:59] Wendy Smith - Both/and thinking • [12:59 - 13:07] Cindy Gallop - Leaders put people first • [13:07 - 13:34] Blake Morgan - Every day is a choice • [13:34 - 13:52] Marcey Rader - Hierarchy & boundaries • [13:52 - 14:07] Jacqui Brassey - Work with people you enjoy • [14:07 - 14:51] Sharon Weinstein - Same sheet music • [14:51 - 15:12] Miya Gray - Listen & be open • [15:12 - 15:28] Catherine Sugarbroad - Be fearless • [15:28 - 15:46] Annette Franz - Can't force people to care • [15:46 - 16:09] Nicole Donnelly - All they can do is say no • [16:09 - 17:04] Vannessa LeBoss - Nothing without us • [17:04 - 17:54] Dr. Monica Amadio - Focus on the good • [17:54 - 18:04] Kate Bradley Chernis - Leave silence • [18:04 - 18:49] Joanne Lipman - Side hustles matter • [18:49 - 19:27] Tia Graham - Lead with heart; coach in the moment • [19:27 - 19:49] Cynthia James - Never compromise truth • [19:49 - 21:18] Leslie O'Flahavan - Candor, courage, and kindness in leadership communication • [21:18 - 22:26] Lauren Herring - Focus on the why • [22:26 - 23:06] Madalyn Sklar - Listening is important • [23:06 - 23:30] Vicki Brackett - Be proactive • [23:30 - 23:42] Kerry Bodine - Clear desk, clear mind • [23:42 - 24:49] Tiffani Bova - Balance employee & customer needs • [24:49 - 25:55] Jennifer Lee - Clarity is kindness; compassionate candor Whether you're an aspiring leader, a seasoned executive, or somewhere in between, this episode offers actionable wisdom you can apply immediately to advance your career and lead with greater impact. If you're looking for a speaker at your next event, a content partner, or someone to ensure your team is Doing CX Right for better results, contact Stacy Sherman at https://DoingCXRight.com
As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand. Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business. You'll learn how to: Detect patterns and warning signs before escalations escalate Build repeatable processes and escalation playbooks that drive consistency and ownership Design intentional customer journeys that anticipate issues and close feedback loops Align teams across departments to resolve root causes, not just symptoms Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them. In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant. Stacy shares practical ways to drive real customer loyalty: Identify why "nothing went wrong" isn't enough to create memorable experiences Ask questions that reveal what customers truly value Measure behavior: repurchase, renewal, and referral rates instead of opinion scores Redesign onboarding and service touchpoints so customers feel supported, not lost CSAT isn't useless, but it measures baseline competence, not competitive advantage. Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
As companies adopt AI to increase efficiency, they often implement technology before fully understanding their business processes. That blind spot creates tension between IT and customer-facing teams, weakens service quality, and limits profitable growth. In this episode of Doing CX Right®, Stacy Sherman examines this issue through a customer experience lens, sharing her expert perspective on why operational clarity must come before automation. She talks with Eric Skeens, CEO of Three Tree Tech, about how one company increased revenue by $1M using AI strategically, without adding headcount and while keeping service personal. You'll learn how to identify the right moments for AI integration and protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at DoingCXRight.com. Book time with Stacy through this link.
What's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost both your business growth and your personal development. You'll hear powerful lessons from leaders like Seth Godin, Daniel Pink, Jeanne Bliss, Fred Reichheld, Shep Hyken, Daniel Goleman, Mark Schaefer, and many others. Their brief insights here reveal the advice that shaped their success and their approach to supporting every person on their team. Inside this special episode, you'll gain The crucial mindset shift that catalyzed their biggest career growth. The essential principles they pass on to rising talent. The game-changing perspective they wish they had adopted sooner. The practical steps they use daily to create a supportive team environment. There are countless more actionable strategies shared beyond this show! While this episode is packed with wisdom, the full stories and in-depth advice are in the past 199 shows. Listen and take notes, as you'll find incredible wisdom you can apply today. Also, subscribe on your favorite channel to get notified of NEW episodes that will give you even MORE strategies to elevate your business and personal career too! This episode is also available to watch on YouTube Featured guests in this episode: Listed in the order they appear so you can follow the voices as you listen. Seth Godin • Shep Hyken • Daniel Pink • Wally Feresten • Jay Baer • Fred Reichheld • Rob Markey • Bob Burg • Greg McKeown • Eileen Brenner • Sam Brenner • David Avrin • Mark Sanborn • Brittany Hodak • Joe Calloway • David Singer • Jeannie Walters • Colin Shaw • Kerry Bodine • Jeanne Bliss • Lisa Ford • Mark Schaefer • Joe Pine • Bill Price • Katie Webb • Brian Elliott • Scott McKain • Jackie Yeaney • Josh Bersin • Tiffani Bova • Wendy Smith • Stephen Shedletzky • Sylvie di Giusto • Bill Staikos • Neal Schaffer • Daniel Goleman • Patrick McCullough • Dennis Snow • Neil Hoyne • Simon T. Bailey • Mauro Porcini • Laurie Guest • Cindy Gallop • Zach Picon • Nir Eyal • Sean Albertson • Neal Topf • David Allen • Blake Morgan • Marcey Rader • Michael B. White • Max Ball • David Wachs • Sean Hawkins • Jacqui Brassey • Michael Brenner • Sharon Weinstein • Miya Gray • Joel Block • Mark Stern • Catherine Sugarbroad • Dave Seaton • Jon Picoult • Greg Kihlström • Eric Skeens • Ryan Estis • Ian Golding • Jeff Toister • Matt Dixon • Annette Franz • Stan Phelps • Jim Tincher • Joey Coleman • Dan Gingiss • Miika Mäkitalo • Greg Melia Resources & Next Steps Get Insider Strategies: Subscribe to Doing CX Right newsletter for proven, actionable insights you can't get anywhere else. Book a Call: Schedule personalized time with Stacy Sherman.
(Episode Previously Recorded LIVE & IN-PERSON) What's it like to be your customer? What if that customer can't hear? When support systems are built only on spoken instructions and sound prompts, they fail customers immediately. This systemic barrier exists across the entire customer journey, preventing critical tasks like changing a flight itinerary or correcting a fraudulent charge. This failure generates costly, repeated struggles for help, driving up operational costs and causing the loss of a valuable customer segment. Accessible customer experience is a required business standard, not a siloed department. You have far more customers with different abilities than you realize, and you are missing their business because the existing experience creates a massive, unnecessary barrier. As Craig Radford notes, current systems make "being deaf a full-time job." Stacy Sherman talks to both Vannessa LeBoss and Craig Radford (who is deaf) of 360 Direct Access about converting accessibility across the entire experience into a measurable business advantage. From listening to this episode, you will learn how to: Decrease call time by 42%: Implement direct, video-based ASL support to lower operational expenses and time. Capture a $3 trillion market: Build loyalty by creating truly equitable experiences for the deaf community. Prevent errors: Use AI for sign language recognition to accurately capture critical data and stop costly mistakes. Fix process flaws: Recognize that ASL is a visual language entirely distinct from English, preventing customers from being trapped in automated menu loops. Manage risk: Ensure compliance with accessibility requirements (ADA, etc.). Listen now and change how you think and DO CX RIGHT. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
Many leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertain about priorities. When leaders ignore those signals, communication erodes, decision quality declines, and customers experience preventable mistakes and service failures. In this episode of Doing CX Right®, Stacy Sherman talks with Kristen Kavanaugh, a former U.S. Marine Corps officer and Tesla culture executive, about how courageous leadership turns fear into insight and action. Kristen shares what she learned from leading Marines in high-stakes missions and from developing leaders inside Tesla's fast-moving production environment. She explains how confronting fear directly, whether in military operations or corporate transformation, builds discipline, transparency, and faster, more confident decisions that protect both employees and customers. From listening to this episode, you will learn how to: Identify behaviors that show fear is influencing team performance Use emotional data to uncover leadership and operational risks before they reach customers Practice courageous leadership that encourages honesty and customer accountability Replace avoidance with structured communication that drives faster resolution Apply proven methods from Tesla and the military to enhance results under pressure Listen now to hear why emotions are not a side effect of business; they are the business and shapes every decision, every interaction, and every outcome. As Stacy Sherman says: "Emotions are the experience, and matters FAR more than you think.™" Learn more at DoingCXRight.com. Book time with Stacy through this link.
Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around the world. Together, they explore what millions of quick taps reveal about how customers really feel and what most companies miss after collecting the data. What if the frustration at a self-checkout, an empty shelf, or a dirty bathroom was worth millions in lost loyalty? What if the real problem isn't feedback fatigue, but leadership inaction? And what happens when teams are rewarded for listening instead of guessing? It's a conversation that might change the way you think about every small moment a customer decides whether to come back, refer or not! Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Schedule time with Stacy here.
As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay competitive. In this episode of Doing CX Right®, Stacy Sherman talks to Michael Nguyen, who leads Customer Intelligence at Enterpret and has held key roles at Asana and Figma, about how to turn customer complaints into opportunities for loyalty and profitable growth. You'll learn how modern feedback systems and AI reveal patterns in what customers think and feel, which enables leaders to make smarter, faster business decisions. Michael shares examples from companies he works with, like Canva, that show how "closing the loop" by listening, responding, and learning from every customer drives measurable impact. Listen now to discover proven ways to transform customer pain into your most powerful driver of innovation and success. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turning customer insights into lasting loyalty. Hoyne explains why companies shouldn't expect commitment after a single purchase—you wouldn't propose on the first date—and how using data to identify high-value customers and personalize their experiences leads to stronger relationships and measurable, long-term growth. Learn more at DoingCXRight.com and subscribe to Newsletter for more actionable strategies. Book time with Stacy Shermamn here.
Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills. Learn more about gaining a competitive edge through an experience mindset at DoingCXRight.com/podcast Book time with Stacy here.
Did you know there’s an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you’re hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over. Featuring insights from Greg Melia, CEO of CXPA, who shares how CX Day began and why it’s become a global movement honoring everyone who delivers exceptional experiences. Learn more at Book time with Stacy .
What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they’re told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you’ll see why emotion isn’t a soft skill; it’s the new currency of customer experience and the most strategic advantage your business has. Learn more at Book time with Stacy Sherman through this Listen to HBC full episode
Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit . Grow as a CX Professional with our numerous Book time with Stacy .
Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI. Learn more at Grow as a CX Professional with our numerous Book time with Stacy .
It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at Book time with Stacy through this
Many companies claim to put customers first. Yet when teams and technology don’t work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them. Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing teams, systems, and workflows into sync so every interaction feels consistent, helpful, and meaningful. They explain why looking only at single touchpoints or metrics misses the bigger picture. And they argue that escalations are not isolated complaints but red flags pointing to deeper systemic issues. Listeners will learn concrete strategies to: Give frontline teams the tools and authority to solve problems quickly. Break down internal silos that slow response times. Use systems, data, and processes together to create seamless experiences. Spot patterns in customer complaints that reveal deeper organizational gaps. Discover how focusing on the entire enables your organization to deliver experiences that make an impact and drive measurable results. Learn more at Book time with Stacy through this
A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman examines the facts behind this extreme approach, shares her expert view from a customer experience perspective, and explains why chasing short-term gains at the expense of employee well-being ultimately damages customer experience. You will hear what leaders can do right now to keep teams energized, engaged, and consistently delivering fast, accurate, and caring customer interactions. Her insights will challenge how you think about productivity and leave you with actions to preserve employee well-being while ensuring customers receive the level of service that drives loyalty and long-term revenue. Listen now to get ahead of a change that could define the future of your workplace. Learn more at Book time with Stacy through this
Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn’t enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing detractors. Explore case studies on how leadership and corporate values influence customer experiences directly. Learn to create a win-win environment where engaged employees become brand ambassadors, driving positive referrals and shielding your reputation. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings. Discover the three pillars that predict 80% of a leader's trustworthiness and why even a single negative review can significantly affect trust. Plus, you'll gain practical strategies for evaluating customer feedback, employee engagement, and promise delivery as key trust indicators. By the end of this episode, you'll know how to quantify this elusive yet essential business asset. Learn more and subscribe to Newsletter for more insights at:
Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer’s handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can’t be measured—or don’t affect your bottom line—this episode proves otherwise. Connect with and learn more about innovative approaches to customer experience: Website & Resources: Got questions for Stacy Sherman, reach out at Book time with Stacy through this Access FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous
What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mindsets to accommodate multiple perspectives simultaneously. Discover practical strategies for leaders to foster cultures of productive tension, change the questions they ask, and find synergies between opposing ideas. Uncover how embracing paradox can drive innovation, sustainability, and better customer outcomes in an increasingly complex world. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Your customer says they’re “satisfied.” So why didn’t they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT). She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that’s not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it’s missing—and what to measure instead. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what’s going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the value of customer experience as a core business discipline. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You’ll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn’t more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You’ll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team’s impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
We’re bringing back one of our most popular episodes—and for good reason. This conversation struck a chord with so many of you, and its insights are just as relevant today as when it first aired. Regret is one of the most intense and universal human emotions. It often comes with guilt, remorse, or shame—but it also holds the power to drive growth, transformation, and better decision-making, both in life and in business. In this encore episode of Doing CX Right, Stacy Sherman is joined by Daniel H. Pink, renowned author of five New York Times bestsellers. Together, they unpack the surprising value of regret and how embracing it can help leaders and customer experience professionals show up more intentionally—for their teams, their customers, and themselves. 🎧 What you'll learn: The crucial role regret plays in the business world How to channel regret into positive change and leadership growth Real-life stories and techniques to lead with more empathy and clarity Insights on the future of work, AI, and human connection The personal moments that inspired Daniel to write The Power of Regret Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
AI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won’t deliver great customer experiences (CX). The key is doing it right. In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with transparency, personalize at scale, and prepare for a future where AI isn’t just assisting humans — it’s talking to other AI. Because the real ROI isn’t in automation alone — it’s in how you design the experience. Smart choices turn AI from a cost-saver into a brand-builder Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Wondering how to move from customer success or service into a true customer experience leadership role—without needing a new title? In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility, and make a broader impact on your company’s customer journey, this conversation is for you. Discover the mindset shifts and strategic actions that can set you apart—and why now might be the perfect time to step into a CX leadership path. Book time with Stacy through this Access our FREE Customer Experience Audit Tool: Learn more at Grow as a CX Professional with our numerous
Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn’t enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
What exactly makes Nordstrom's customer service truly legendary? Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom's success. You'll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences. Discover the specific strategies that set them apart, from personalizing service at scale to using AI without losing the human touch. Plus, gain actionable insights on measuring CX effectively to win customer trust, drive loyalty, and boost sales. This episode is a true masterclass in running a business the Nordstrom way. If you're serious about Doing CX Right, this is a must-listen! Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizational values, fostering inter-departmental collaboration, and ensuring everyone feels valued. Sharon shares transformative insights from her book, "Healing Healthcare," and provides actionable strategies for improving both employee and patient experiences. Gain new perspectives and practical advice on making every experience count and creating a better workplace culture. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Are you measuring the right metrics, or are you stuck chasing short-term wins that don’t translate into lasting customer relationships? Stacy Sherman sits down with Neil Hoyne, Google’s Chief Strategist and author of Converted, to discuss why businesses fail to truly understand their customers—and how to fix it. This episode breaks down practical ways to identify high-value customers, shift from transactional thinking to long-term loyalty, and use data to strengthen relationships, not just track clicks. If your business is chasing quick conversions instead of long-term growth, it’s time for a shift. Prioritizing strong customer relationships is the key to sustainable success and elevated results. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Most companies react to complaints after the damage is done. The best ones don’t just fix issues—they predict and prevent them. In this episode, Stacy Sherman and Sid Banerjee, Medallia’s Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why traditional metrics fall short, how AI reveals hidden risks, and why automation is reshaping business success. Stop fixing. Start predicting. Because great experiences aren’t reactive—they’re anticipated. Want to dive deeper into the future of CX? Join Stacy Sherman at Medallia Experience ’25 to gain cutting-edge CX strategies and connect with industry leaders. Learn more Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Is your brand truly delivering personalized experiences, or just offering customization? Many companies make this promise, but few do it right. In this episode of Doing CX Right, host Stacy Sherman and Ben Weiss, founder of an AI-powered footwear company, explore how AI-driven innovation is redefining customer experience, accelerating time to market, and strengthening brand loyalty. Discover how real-time feedback leads to better products and what it takes to balance personalization with scalability. Gain practical insights on AI’s role in product design—and how to apply these strategies for real business impact. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Are you losing customers without knowing why? Many businesses assume they understand their customers, yet retention rates tell a different story. In this episode of Doing CX Right, Stacy Sherman and Tzachi Ben-Sasson, reveal the real reasons customers leave—and how to prevent it. Learn why traditional CX metrics like NPS can be misleading, how to connect Voice of Customer (VoC) insights to revenue growth, and proven strategies that genuinely drive customer loyalty. Don’t wait until it’s too late—start focusing on what works to build stronger relationships and achieve lasting success the right way. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Can you raise prices without frustrating customers? Why do some companies strengthen their customer relationships after a price change while others drive people away? Stacy Sherman, professional speaker, author, and CX advisor, brings a real-world example of a business that got it right—one you might not expect. Learn what separates brands that maintain trust from those that lose it and how you can apply the same approach to your own business. Price increases are inevitable, but how you handle them defines the outcome. Learn more at . Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Are you struggling to retain top talent while managing organizational change? In this episode of Doing CX Right, Stacy Sherman sits down with Lisa Kaplowitz to break down the "how" of effective change management that keeps your best people engaged and committed. They discuss actionable strategies that drive employee loyalty, mentorship programs that boost engagement, and measurable approaches to ensure sustainable success. Business leaders will learn practical tips to transform resistance into support while building stronger teams. Listen in to discover how successful organizations create environments where both change and talent thrive together. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Can your company thrive without adding headcount? One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must come before any tech implementation, how to identify the right moments for AI integration, and practical ways to protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Can your company survive in today's market without putting design at the core of your business strategy? How do successful brands consistently create products and experiences that customers love? In this powerful episode, Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini, reveal why treating customers as "people" rather than consumers transforms business outcomes. Learn how the revolutionary "15% rule" sparked billion-dollar innovations, why kindness drives productivity, and how to build design teams that deliver real results. Discover practical frameworks for balancing global brand consistency with local market needs, and get actionable strategies for using AI to enhance human creativity, not replace it. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth. In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year’s top guests. Discover what worked, what didn’t, and how to implement strategies that inspire employees, foster collaboration, and strengthen customer relationships. Packed with actionable advice and practical insights, this recap will help you create a winning CX strategy for 2025. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy . Check out Stacy's new book: Transformative Journey Management" on .
Are complex processes hindering your ability to deliver exceptional customer service? Stacy Sherman and Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-centric case study. Learn the critical importance of aligning solutions with actual customer needs and the necessity of validating assumptions directly with consumers to drive impactful results without burnout. Embrace effortlessness in leadership to foster relationships that yield significant returns. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
What happens when leaders bring empathy and self-awareness into their daily work? How does emotional intelligence transform not just teams, but the customer experience itself? In this returning episode of Doing Customer Experience (CX) Right, Stacy Sherman revisits her conversation with Daniel Goleman to unpack the secret ingredient behind exceptional leadership. It’s not just about happier teams or better customer outcomes—it’s about building a culture that thrives. Discover how emotional intelligence creates meaningful connections, energizes workplaces, and drives real results. Practical, actionable, and eye-opening, this conversation is your roadmap to leading with intention. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
How do you turn satisfied customers into loyal advocates who rave about your brand? In this episode, Stacy Sherman revisits her insightful conversation with Fred Reichheld, the creator of the Net Promoter System (NPS), to explore key takeaways and actionable strategies for building customer loyalty. Discover how to activate brand promoters, measure true growth with the concept of Earned Growth, and enrich lives through exceptional customer experiences. You'll gain practical tips that help business leaders transform loyalty from a metric into a purpose. Don’t miss this deep dive into proven methods for sustainable success. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Reviving a top rated Doing CX Right episode as we've officially entered a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So, what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research, explain the intersection of CX and technology based on research and his book When Machines Become Customers: How Companies Can Compete in the Age of AI. Details:
What if long-term revenue stability isn’t about chasing new customers but about deeply understanding and serving the ones you already have? In this episode, Stacy Sherman and Corey Quinn discuss a counterintuitive path to business growth: deep specialization. Discover why focusing on a precise customer can transform your bottom line, build loyalty, and create “revenue certainty” even in unpredictable markets. You’ll hear about the smart use of technology that amplifies, not replaces, the human touch—and why empowered employees are your best way for delivering exceptional customer experiences. Listen now to hear a proven method on growth without the guesswork. Details @
What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. Discover more at
Are your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-time feedback. These practices enhance customer experiences and drive loyalty, setting your brand apart. Learn how to foster a culture where everyone takes ownership of the customer experience, resulting in a brand customers and employees return to repeatedly. Embrace this mindset shift and witness transformative growth in your organization. More details:
Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower leaders to build deeper connections, foster a customer-centric culture, and leverage AI the right way—all while inspiring a workforce that thrives. If you're ready to turn customer service challenges into opportunities for lasting growth, this episode is a must-listen. Learn more at
What if your team didn’t just show up, but truly cared about every customer interaction? What if blame and excuses were replaced with ownership and pride? Stacy Sherman talks to author Robert J. Hunt about what it really takes to create a culture of accountability. It’s not just about responsibility—it’s about purpose, vision, and giving employees the freedom to act. Learn how to stop the blame game, inspire real ownership, and build a team that’s not just doing the job but committed to consistently delivering unforgettable customer experiences, time after time. Learn more at DoingCXRight. com
Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human interactions. Learn how to tackle resistance to change, optimize feedback systems, and motivate employees for better customer service outcomes. Special thanks to our sponsor, Verint, who provides CX automation and strategies that significantly improve business results. Learn more at https://DoingCXRight.com
Is the healthcare system truly designed with patients at the center? In this episode, host Stacy Sherman and Maya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and designing systems that prioritize patient needs. From leveraging behavioral science to responsibly using AI, this conversation is filled with actionable strategies for enhancing patient experience. Whether you're in healthcare or another industry, you'll gain valuable insights on how to improve accessibility and create customer-centered experiences that drive real impact. Learn more at
Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team around exceptional customer service. Stacy offers practical, cost-effective tactics to transform these celebrations into lasting strategies that keep your employees engaged and your customers coming back. Listen now to start making real changes that drive results. Learn more at
How can businesses effectively communicate and deliver real value? Join Stacy Sherman as she revisits her conversation with author Bob Burg. In this rerun from first 10 episodes, they dive into expert strategies for enhancing both customer and employee experiences, understanding the key differences between price and value, and building genuine connections that foster loyalty. Discover the power of influence in business relationships, the impact of authentic leadership, and the importance of leaders truly believing in their teams. Don’t miss this chance to revisit one of our most popular episodes! Listen now at
What if the secret to exceptional customer experiences was hidden in a deck of cards? And what if Wall Street's playbook could transform the way you serve clients? Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. It's not about satisfaction—it's about creating moments that matter. Learn to interpret subtle signals your customers unknowingly provide. Discover how to build a team of 'Advantage Players' who don't just perform, but anticipate. Hear tactics to stay ahead in your market by design, not chance. Listen now + learn: DoingCXRight .com
We're in a new era where AI is reshaping every customer interaction, transforming business models, and redefining customer experience. Companies harnessing AI now will forge unbreakable customer bonds, while those lagging behind risk obsolescence. What does this mean for your business? How can you turn AI from a buzzword into a CX superpower? Join Stacy Sherman and Jim Payne as they unpack the intersection of CX and AI. Discover actionable strategies to thrive in this AI-driven landscape and drive unprecedented growth. Episode sponsored by RingCentral - A leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions.
Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building genuine client connections, debunking sales myths, and balancing automation with personal interactions. Discover how to facilitate the buying process, personalize customer interactions, and proactively generate leads. You'll learn where sales conversations often go wrong and how to align customer experiences before and after the sale. Learn more Doing CX Right.com
Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success. Learn more: . Sponsored by Iqor.com - A managed services provider of customer engagement and tech-enabled business process outsourcing solutions
Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal insights on overcoming barriers and maximizing potential, including powerful energy management techniques. Learn to break down silos, empower your team, and harness "customer love" to drive results. This transformative discussion provides actionable strategies to reshape your company culture, fueling exceptional customer experiences as your competitive advantage. Learn more at
Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary. More details at: .
Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might make you rethink everything you thought you knew about building lasting connections. Discover why some of the most successful brands are blending digital strategies with physical touchpoints to create unbreakable customer bonds. Intrigued? Gain these transformative insights and more on this podcast episode. Learn more at .
Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizational values, fostering inter-departmental collaboration, and ensuring everyone feels valued. Sharon shares transformative insights from her book, "Healing Healthcare," and provides actionable strategies for improving both employee and patient experiences. Gain new perspectives and practical advice on making every experience count and creating a better workplace culture. More at
Are your customers feeling like just another face in the crowd? How can you transform their experience into a personalized, unforgettable journey? In this episode, Stacy Sherman and Harry Hynekamp, former VP of Fan Experience at Mercedes-Benz Stadium, unveil the winning plays used to create fanatical customer loyalty in the stadium. Discover how to apply these strategies to any business, from building a customer-centric culture to leveraging technology for personalized experiences. By the end of this podcast, you'll have the insights to elevate your customer service game, turn customers into lifelong champions, and leave your competition on the bench. More details:
How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing detractors. Explore case studies on how leadership and corporate values influence customer experiences directly. Learn to create a win-win environment where engaged employees become brand ambassadors, driving positive referrals and shielding your reputation. Learn more at
Are you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, creating a customer-centric culture, and focusing on retention over acquisition are critical. Understand the difference between leadership and management in enhancing customer experience and the value of community engagement. For practical insights and tactics to elevate your business, visit
You likely know the importance of a customer-centric culture, but how do you effectively implement and gauge its success? Stacy Sherman and guest Sam Stern, Senior Manager of CX at LinkedIn, answer these questions and more, including why prioritizing customer needs enhances satisfaction, how Bright Spot Analysis can refine your CX efforts, and which KPIs are crucial for monitoring progress. Additionally, they examine the transformative role of leadership and the significance of psychological safety in managing change. Listen now to learn actionable steps and metrics that matter in elevating your customer experience for impactful results. More at
Did you know that "Customer service is free" and that "authenticity is radically overrated"? You might be wondering, what do these provocative claims mean? Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin challenge traditional notions of customer experience. They break down why investing in your current customers could be more beneficial than the chase for new ones and how to harness the synergy between humans and AI in a technology-driven world. Packed with actionable insights, their conversation will inspire you to think differently and reassess the status quo. Learn more:
Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn how to strengthen relationships and boost satisfaction, effectively turning one-time buyers into loyal fans. You'll hear practical strategies that help prevent churn and enhance customer service for scaleable growth. Learn more:
What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while maintaining human connections. They share perspectives on recognizing individuals, transitioning from corporate to a customer-centric small business, and enhancing customer service through emerging tech without sacrificing personalization. Doing CX Right doesn't require a massive budget; it's about mastering the fundamentals for significant impact. Learn more: .
Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional connections that turn customers into vocal advocates. Plus, learn how prioritizing your current customer base can accelerate revenue growth and enhance your competitive advantage. Don’t miss out—listen now to learn how to transform customer satisfaction into deep brand commitment. Details at:
Did you know that a small increase of just 5% in customer satisfaction can significantly boost company revenue? Host Stacy Sherman teams up with customer experience pioneer Lior Arussy to share proven strategies for transforming unhappy clients (detractors) into referring brand advocates (promoters). They'll reveal the economic impact of customer sentiment and the role of personalized experiences leveraging Gen AI to drive business growth. Being customer-centric is no longer a choice, it's a necessity for any successful business. Learn how to shift your NPS from a mere score into a robust strategy that aligns your organization for success. More at .
Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you understand what it means and the damaging effects across the customer journey? Join host Stacy Sherman and her guest, Speaker Hall of Famer Laurie Guest, as you learn Laurie's game-changing "10 Cent Decision" principle and tactics for small yet impactful changes that lead to big gains. Get actionable insights to reignite passion, combat complacency, and create remarkable customer conversations that foster loyalty and new business. Uncover motivational strategies to energize your teams and make your brand an unforgettable experience worth sharing. Learn more at
Do cultural gaps undermine your customer service and business relationships? Listen to this revealing discussion on Doing CX Right with Stacy Sherman and Professor Andy Molinsky. Gain insights into enhancing cultural intelligence to bridge communication divides, avoid missteps, and make meaningful connections with diverse customers. You’ll understand the synergy between cultural and emotional intelligence (EQ) and how to leverage both to get meaningful feedback while considering cultural nuances. This show equips you with actionable strategies to improve customer experiences and strengthen business collaborations globally. For more cross-cultural customer service tips, visit
Are hidden fees eroding your customers' trust? Stacy Sherman teams up with Jeremy Hyde, Director of Customer Service at Sun Country Airlines, to tackle the broader implications of pricing strategies on consumer trust and loyalty, that impact all industries. They explore the role of a la carte pricing in making services more accessible and underscore the necessity of clear customer expectations. You'll learn about effectively balancing quality and efficiency, the criticality of investing in your team for superior CX, and ideal ways of measuring customer service success. Gain more actionable insights at: .
Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and genuine care. Discover how to leverage revenue-boosting omnichannel approaches rooted in meaningful human connections. Learn about leadership strategies for curating personalized interactions and prioritizing the human elements of CX. This podcast is a must for business leaders aiming to differentiate their brand and excel in customer service, offering actionable insights and tips. Learn more at .
Are digital tools impacting your ability to deliver exceptional customer service? How can technology support, not hinder genuine customer connections? Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and customer service expert guest Thom Singer. They discuss key strategies for enhancing customer relationships beyond the screen, the significance of in-person interactions, and the power of really listening to customer feedback. The conversation also tackles the importance of community within brands and teams and how it contributes to customer retention and satisfaction. For more tactics in building trust and genuine connections, visit DoingCXRight.com
Are complex processes hindering your ability to deliver exceptional customer service? In this week's episode, host Stacy Sherman and author Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-centric case study. Learn the critical importance of aligning solutions with actual customer needs and the necessity of validating assumptions directly with consumers to drive impactful results without burnout. Embrace effortlessness in leadership to foster relationships that yield significant returns. Learn more at
Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit .
How can business harness AI to improve customer experience without losing personalization? What strategies can lead to breakthroughs in understanding and serving customers better? Get the answers on Doing CX Right, as Stacy Sherman and Alex Genov from Zappos discuss the transformative impact of AI on customer relations. They dissect the power of AI in enhancing personalization, analyzing feedback, and offering predictive insights that propels customer service to new heights. Explore actionable ways to employ AI while maintaining a focus on customer trust and loyalty. Episode sponsored by managed services provider of customer engagement and technology-enabled business process outsourcing solutions:
Are you leveraging every opportunity to delight your customers and staff by asking the right questions? This episode of 'Doing CX Right' with Stacy Sherman and guest expert Marty Grunder, CEO and "Entrepreneur Of The Year," dives into actionable strategies leaders can implement to enhance customer and employee experiences. You'll hear new insights on the Net Promoter Score, the power of roleplaying, and the critical nature of internal customer service. You'll also better understand the importance of relatability and emotional intelligence to lead by example and turn customer service from satisfactory to exceptional. Learn more at
Are toxic employees driving your customers away? Are you struggling with high employee turnover and poor customer satisfaction? Learn powerful strategies from brand experts Stacy Sherman and Bryan Adams about intentionally design candidate and customer experiences that attract talent, reduce attrition, and drive growth through a "Give and Get" philosophy. You’ll hear how brands like Amazon and Vans apply radical candor and compassionate accountability to develop high-performing teams known for enriching people’s lives. Learn more at
Feeling the disconnect in your customer journeys across various channels? Unsure if your team is maximizing AI's full potential? Join host Stacy Sherman and expert Sean Albertson as they unravel the complexities of data and technology barriers. They'll guide you through the effectiveness of enhancing existing channels over adding new ones and reveal the collaborative power of 'box teams.' The episode also underscores the importance of investing equally in employee experience to fuel great client experiences. Loaded with actionable insights, it's an essential listen for leaders eager to elevate their brand and craft a remarkable customer experience. Learn more:
How does the concept of "Fanocracy" redefine the way businesses approach their customer engagement strategies? Stacy Sherman and David Meerman Scott dive deep into “Fanocracy” - turning fans into customers and customers into vocal fans. They explore why tapping into passionate communities is crucial for today’s businesses in the digital age. And, explain the science behind our innate desire to be part of something bigger and how companies can ethically tap into this dynamic. Whether your business deals in products or services, you’ll gain strategies to cultivate authentic superfans eager to champion your brand. More at
Want to stand out as a category of one in your industry? Curious about the keys to business differentiation? Stacy Sherman and expert Joe Calloway explain how to transcend commodity status and gain insights from leading brands around the world. You'll discover strategies to identify and cater to specific customer needs, the significance of consistent, exceptional customer experiences, and the importance of an engaged team. The episode highlights effective leadership practices focused on transparency, communication, and team investment, essential for business leaders aiming to elevate their brand and maintain customer loyalty in a competitive market. Details at
Are you struggling to create lasting emotional connections with customers? Learn the key differences between customer service and customer experience from leading experts Stacy Sherman and featured guest, Lisa Ford. You'll hear practical strategies to drive loyalty by truly understanding your customers, showing you value them, and creating seamless, personalized journeys. By the end of the episode, you'll be equipped with proven strategies on leadership, processes, and technology investments essential for transitioning from basic service to delivering memorable end-to-end experiences. These insights will empower you to enhance customer engagement, significantly boost retention, and propel your brand's growth. Details at
What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relationships, and add value without spending more. And, some of the best advice about leadership, customer experience, and succeeding in the age of AI. Details at
Feeling overwhelmed trying to deliver excellent customer experiences? Struggling with unhappy customers and negative feedback? Stacy Sherman and Sylvie Di Giusto tackle these challenges head-on. They discuss practical strategies for forging strong emotional connections and making impactful first impressions. Learn about understanding customer emotions and biases and how the ABCDE model can enhance every interaction. This show also offers insights on active listening to utilize customer feedback effectively, and draws intriguing parallels between leadership and parenting in the realm of customer experience. Take notes, as there are a lot of gems shared. More info:
Are you aiming to make your business ridiculously easy for customers to interact with? What are the essential steps to reach this pinnacle of customer-centric success? In this episode, Stacy Sherman joins forces with David Avrin, renowned expert in customer experience, to dive into pivotal questions. They explore the nuances of simplifying your business processes and designing an intuitive and seamless customer journey. You’ll hear strategies and necessary mindset shifts to elevate your brand, making it not just an option but preferred choice for your customers–a brand that customers love and keep coming back to, time and time again!
What does it really take to do customer experience right in your organization? How can you get leadership buy-in and prove ROI? Host Stacy Sherman poses these questions to international customer experience leader Gregorio Uglioni, drawing on his in-the-trenches experience across healthcare and banking sectors. You'll hear simple yet powerful ways to build empathy, break silos, and drive measurable CX impact starting small, along with practical tips to “pull people in” through motivation vs. pushing. Take notes, as there are a lot of gems and lessons that you will benefit from in this episode. Learn more at
Want to digitally transform customer experiences like leading companies? Listen as Stacy Sherman interviews Andrew Carothers on how Cisco evolved from hardware to subscription services. Learn how Cisco aligned CX to recurring revenue models post-pandemic through: Adopting a digital-first approach Removing data silos between teams Implementing AI for faster service Tracking revenue-driving metrics Hear first-hand customer service strategies to scale elevated, personalized engagement. Discover why customer experience is still maturing and how to advance on the journey. Gain leadership insights like "clarity is kindness" that boost customer focus. This episode provides clear frameworks to future-proof your CX. More at
Customer empathy is imperative. Many companies struggle to deeply understand users' needs. The good news is that technologies, like User Testing, are transforming how brands gain insights. Companies leveraging tools to gather customer perspectives can quickly provide superior customer service and capture market share. So, what does this mean for your business? How can you tap into user testing to understand prospects' and customers' expectations to inform strategic decisions? Listen as customer experience expert Stacy Sherman & UserTesting CEO Andy MacMillan unpack the power of validating concepts with target users early and proven ways to make customer empathy your competitive advantage. Details:
Generative AI is transforming customer experiences, but many leaders don't know how to apply it. So, how can you harness generative AI to boost CX? In this episode, Stacy Sherman interviews Conor Grennan, Dean of MBA students at NYU Stern School of Business, to discuss practical strategies for implementing generative AI in customer service training, education, and simulated models. They share insights on the importance of authenticity in customer interactions and the need for human connection in an increasingly automated world. Listen now to learn how generative AI can enhance your customer experience and actionable tactics to drive business success. Details:
We're entering a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research explain the intersection of CX and technology based on research and his book: When Machines Become Customers: How Companies Can Compete in the Age of AI.
How can you intentionally design impactful, immersive customer experiences amid constant digital change? Stacy Sherman and Joe Wheeler share proven strategies based on analysis of real case studies, from successes like Nike to failures of other brands. You'll also hear the latest techniques to blend human connections and digital innovation based on research, not hype. By the end of this episode, you'll be ready to equip your organization with actionable CX lessons that drive customer loyalty and long-term growth. Learn more at
Are you facing roadblocks in your business, struggling to connect with your customers and adapt to corporate structures? Have you ever considered that empathy could be your solution? Join our podcast host, Stacy Sherman and guest, Natalie Petouhoff, as they embark on a journey into the world of empathy in business. You'll hear how top-performing companies are using empathy to overcome these common challenges. And, discover practical insights and strategies to break free from corporate constraints and authentically value customers and employees. The insights shared are based on research and real-life case studies, providing actionable takeaways to enhance your business success now and into the future. More at
Are you struggling to deliver personalized customer experiences without infringing on customer data privacy? It's a common challenge, yet there are tangible solutions, as you'll hear Stacy Sherman and Greg Kihlström discuss how to navigate this complex landscape. In this episode, you'll gain actionable strategies from Greg's renowned book, "House of the Customer," which focuses on building a business that values data privacy without sacrificing quality customer service. Tune in to transform your brand into a trusted and respected leader in the industry. Details at:
It's a special role reversal for the 100th episode of "Doing CX Right." Customer service legend Shep Hyken interviews show host Stacy Sherman as they celebrate her podcast journey. You'll hear: What initially inspired her to start podcasting Evolving goals & plans for continuing her show Advice for getting over fear & hitting record Wise words from Stacy's mother that pushed her forward Fun hidden talent Stacy gained as a child Customer Experience Topics i.e. Is CX The New Marketing? Tips for starting your own podcast What Stacy wishes she could tell her younger self Don't miss their entertaining conversations
Do you know about the new trend called impact sourcing? Stacy Sherman and Rita Soni discuss how hiring people from diverse, overlooked communities transforms customer loyalty. Agents connect more authentically with customers, building empathy and trust. This loyalty ripples across the business too. Originally used for contact centers, impact sourcing has spread much further. Learn why top companies are embracing it and how to implement it step-by-step. Details at
How does our brain's design shape our customer interactions? And could it be the secret weapon for unparalleled customer service? Join Stacy Sherman and Alain Hunkins as they shed light on these intriguing questions. Navigate the ups and downs of evolving from a top performer to a game-changing leader, grasp the essence of every customer chat, and tap into the magic of genuine connection. With actionable tips on growth, feedback mastery, and forging impactful bonds, this episode is a must-listen for those eager to redefine leadership and supercharge customer rapport as a competitive advantage. Learn more at
Ever wonder what lies beyond the current wave of digital transformation? Doing CX Right host Stacy Sherman and tech guru Antonio Grasso explore this very future. During this show, you'll hear Grasso's tech journey, delve into the heart of Digital Transformation, and present a blueprint for businesses to flourish in a post-digital world. They paint a vision where enriched human experiences, from customer to employee, seamlessly blend with the realm of robots and emerging technology. Immerse yourself in this enlightening discussion that will help your business thrive now and into the future with customer experience at the forefront. More info at DoingCXRight.com/podcasts
Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills. Learn more about gaining a competitive edge through an experience mindset at
Have you heard of Copilot artificial intel? It's the innovative new AI assistant from Microsoft that's changing the way we work and communicate. It’s freeing up time for people to do more critical tasks, including building customer relationships and removing friction. Are you wondering how CoPilot is different or similar to Chat GPT? What AI use cases would you want to know about and plan for to gain a competitive advantage? Listen to answers to these questions and hear about exciting new AI developments from Stacy Sherman and featured guest Frank X Shaw, Chief Communication Officer at Microsoft. More details at
Ever wonder why some businesses effortlessly deliver extraordinary customer experiences while others struggle? Host Stacy Sherman and guest Victoria Pelletier, the "turnaround queen," unveil the secrets behind exceptional companies. You'll hear practical ways to refocus your team on what truly matters to customers, employees, and shareholders. Learn how to eliminate excuses and engage your invaluable call center agents. Explore the profound impact of diversity, equity, and inclusion on customer experience, along with future predictions for breaking barriers and creating value. Don't miss this empowering episode that advances your understanding of CX and equips you with strategies for personal and business growth. Details at
How can open communication and respect revolutionize your business? What if the key to reinventing the future is creating what doesn't exist? Stacy Sherman, host of DoingCXRight, interviews Cindy Gallop, the "Michael Bay of Business" known for "Blowing Sht Up to answer these questions. Gallop's perspective encourages leaders to foster valued employees and enhance customer experience through a culture of respect, physical and psychological safety, and open communication. Listen now to learn how to drive innovation, and apply disruptive CX strategies to create the next unicorn that customers and employees love and tell others about. More details at:
Do you want to improve your CX leadership skills and create a calm work environment? Host Stacy Sherman interviews Jacqui Brassey, author of "Deliberate Calm" and practitioner from McKinsey Health, to share valuable research about the importance of employee well-being, psychological safety in the workplace, and the link between employee engagement and business performance. They discuss the dual awareness approach, emotion regulation techniques for customer service, and the adaptability paradox. You'll also gain insights into the importance of self-compassion in leadership and how to get executive buy-in for investing in employee well-being to create a positive work culture that attracts and retains talent. More at
Are you struggling with creating a customer-centric culture or measuring service effectiveness? This episode with customer service culture experts Stacy Sherman and featured guest, Ron Kauffman, share actionable strategies to break siloed thinking in teams, measure service performance the right way, and harness the power of 'Perception Points' for brand differentiation. Plus, you'll learn from a real-life case study of a toxic culture makeover that you can apply to your business and supercharge your customer service standards as a competitive advantage. More details at
How do top customer-centric brands gain and sustain a loyal following? What are they doing differently that you can replicate at your company? If you want answers to these questions, don't miss this episode of the "Doing CX Right" podcast. Host Stacy Sherman interviews author and solopreneur Dennis Geelen about his "Zero In" formula to grow a customer-centric brand that people love and crave. They discuss practical steps for improving customer experiences in innovative ways based on research and case studies that will help you take your business to the next level. Details at:
In the highly competitive business world, delivering exceptional customer experiences is critical. To help business leaders differentiate their brands, Stacy Sherman invites Kate Bradley Chernis, founder of Lately AI, to share insights on how artificial intelligence (AI) can complement human collaboration to exceed customer expectations. They dispel fears and misconceptions about AI, emphasizing that it cannot replace the human element of emotional intelligence. Kate also shares lessons learned from raising $3.4 million in funding for her AI platform and key lessons about business, leadership, and how to embrace AI and emerging technologies to boost results and brand loyalty. More details at
Stacy Sherman and Dr. Joerg Storm, Digital Transformation Leader, discuss the power of digitalization on customer experiences. You'll hear the proven success strategies for setting clear goals, making informed technology investments, and truly understanding customer needs to enhance experiences. They dive deep into emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, and provide real-world examples of how these innovations shape the customer experience landscape. Take notes as you'll learn a lot to advance your understanding of CX and its future possibilities. Details at
Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations. You'll gain insights to foster a work environment that attracts and retains top talent. Likewise, you'll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes. More Details at
Are you a business leader seeking better ways to retain customers fueled by trusted employees? Are you struggling to create a culture of trust in your business? Host Stacy Sherman and Joe Folkman, a leadership expert, explain how to achieve goals based on three pillars of the "Trust Trifecta." You'll hear helpful insights on cultivating strong relationships and repairing trust when it's been broken. Without trust, there's no way to build strong teams, meaningful communications, positive work environments, and healthy relationships. So, take notes and apply the many proven tactics to improve your trust-building skills for better outcomes in business and life. More at
Digital transformation is affecting how we provide customer experiences in new ways. You may be wondering about how we co-exist with AI robots. Will there be more collaboration between the two in the future or competition? Will emerging technology lead to job displacement and/or new job opportunities?What is the future of work, or is the future now as we’re already using wearable devices, blockchain, Chat GPT, and more? Marcell Vollmer, a digital transformation executive who has worked at Boston Consultant Group and SAP, and I share about how to thrive and succeed in a rapidly changing world. More:
Are you struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactly what to do. Customer experience expert, Stacy Sherman sits down with Brittany Hodak, award-winning entrepreneur, and author, to discuss the five essential elements of creating superfans. Drawing on her experience working with big brands like Walmart and Disney, as well as performers like Katy Perry and Dolly Parton, Brittany shares valuable insights and key lessons from her background in the entertainment industry that will help you get customers to buy again and continuously recommend your brand too. Details:
If you are looking for proven strategies to start an innovative business, grow and disrupt any industry, then this episode is for you. Host Stacy Sherman speaks to entrepreneur Zach Picon, co-owner of Crewfair, who is redefining the travel industry with customer experience at the forefront. Zach and his partners figured out a way to gain a competitive advantage, starting with discovering buyer needs and solving real gaps in the marketplace. Their success also comes from hiring the right customer-centric people, scaling in a methodical way, and personalizing experiences that you can do too. Details at
Are you struggling to build a successful, sustainable business that truly puts the customer first? Do you want to transform your business culture & deliver exceptional customer service experiences as a brand differentiator in today's competitive market? If yes, then you'll learn a lot from this episode. Stacy Sherman sits down with entrepreneur Marcus Kohnlein, who has built multiple successful customer-centric businesses from scratch. Marcus shares his insights and lessons, providing practical strategies to help you start or reinvent your company. Plus, useful customer experience tactics that apply to side hustles too. More details at:
What is generative artificial intelligence, or AI for short? How can we leverage AI in business to enhance customer experiences and service agents to be more efficient while maintaining empathetic human interactions? Stacy Sherman and Even Kirstel, an expert analyst in disruptive technologies w/ 550K followers, answer these questions and much more to help you achieve business success as technology is changing our experiences rapidly. It's important to get educated and apply the latest technology developments to stay competitive. Yet without losing the HUMAN HEART in business. You’ll learn how to merge it all from his episode. More details:
In a world where people are experiencing disruptions, some forced and others by choice, a common question is, what's next? Stacy Sherman sits down with bestselling author and Wallstreet Journalist Joanne Lipman to discuss the topic of reinvention and transformation with concrete steps for business and personal growth. You'll hear insights and actionable tips from research and case studies to know when it's the right time for a change. Leaders will learn how to support employees so that they gain more fulfillment, which ultimately fuels better customer experiences. More at
Do your work teams seem disengaged? Are you looking for simple impactful ways to enhance your company culture? Stacy Sherman and guest Tia Graham, an expert on positive psychology, discuss eight steps for creating a workplace of happy leadership that elevates employee engagement and drives bottom-line results. You'll hear fascinating research and learn how investing in relationships can lead to greater success than focusing on completing tasks. We want you to take control of your own happiness and become a change agent for positive leadership, as your colleagues and customers will see and feel it. More info:
Your voice matters! Whether you're a new employee trying to make a good impression or a seasoned professional looking to make a difference, having a confident voice is essential to getting what you want for ongoing success. For many people, speaking up is intimidating. You might worry about being judged or feel you have nothing valuable to contribute. Yet, you have something to offer, and your perspective and experiences are valuable to customers, colleagues, and the organization. Listen to Stacy Sherman's interview with Cynthia James, International Coach, who shares details from her book and how to use your voice as a tool of engagement. Details at
Stacy Sherman and featured guest Brian Solis, VP of Global Innovation at Salesforce and a best-selling author and futurist, provide valuable insights into leveraging AI and related technology without losing the human element. They discuss the importance of customer-centric approaches to CX and emerging trends in the world of work. Additionally, you'll hear about Brian's latest book, Life Scale, which offers practical guidance for navigating life in a tech-driven world. Tune in now to gain actionable tips and expert insights into the future of technology and innovation and how to gain a competitive business advantage right now. More at
What makes shows like Saturday Night Live and Late Night with Seth Meyers have consistently loyal fans week after week? What can show business teach corporate leaders and entrepreneurs about gaining and keeping long-term customers? Stacy Sherman interviews Wally Feresten, who has worked at these shows for a long time. You'll hear fascinating stories and important lessons from behind the scenes. They dive deep into the power of company culture, the importance of owning what’s yours, and leading through controlled chaos. Includes embracing technology to be innovative while maintaining human-centric methods to prevent bad experiences when working under strict deadlines. More info:
Want to know how to create addictive products that keep customers coming back for more? Listen to this episode as Stacy Sherman interviews Nir Eyal, a behavioral design expert. They discuss his revolutionary Hook Model, revealing ways businesses can tap into human emotions to influence buyer behavior and make customers loyal to their brand. Plus the impacts of artificial intelligence (AI) on the model and staying ethical while using it. You'll also hear Nir's personal stories about growing up as an obese child, fighting against negative triggers and turning addictions into healthy habits. Take notes as there are many actionable tips to improve experiences for yourself and others.
How is technology changing the customer service industry and what does the future hold for traditional contact centers? Listen to Stacy Sherman and guest Peter Ryan, leading experts on customer experience, as they explore the latest developments in emerging delivery models, such as nearshore and offshore locations, remote work, and gig CX. In this episode, they share real-life examples of companies doing customer service right and lessons from those that are falling short. Take notes and you going to gain valuable insights into workforce trends and actionable tips for success in 2023 and beyond. Learn more at
What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It's about telling stories, building brands, and creating intentional journeys for customers. Additional topics include the connection between Marketing and CX and whether one can be considered the new version of the other. Also, the ideal organizational design and future trends that brand leaders must plan for to succeed in a high-tech competitive landscape. Learn more a
What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric brands leverage OKRs and Agile processes to improve revenue, profitability, and customer loyalty. You may be wondering, what is an OKR? Why is there so much hype about Agile frameworks? Customer experience expert Stacy Sherman interviews Anthony Coppedge, IBM's Global Digital Sales leader, to help you learn proven tactics to deliver more value in simple ways, which include "stopping the stupid" and eliminating unnecessary work to focus on high-impact tasks. You will look at your business in a whole new way by the end of this episode and become a better leader too. More details at
Regret is an intense human emotion that can be experienced when we have made a mistake or missed an opportunity. Regret often brings feelings of guilt, remorse, or shame. While regret can be unpleasant, it can also serve as a powerful motivator for change and improvement in and out of the work environment. In this episode of Doing CX Right, Stacy Sherman and Daniel H. Pink, the author of five New York Times bestsellers, explain the value of regret and how looking backward moves us forward. What you'll learn about the power of regret: The role that the emotion plays in the business world. How to manage and channel regret to show up for the team and customers in the best way possible. Effective leadership techniques and examples. The future of work and how humans can co-exist with AI robots and disruptive technologies. Personal stories that inspired Daniel to write his book and lessons along life's journey. Details at DoingCXRight.com/podcasts
Workplace flexibility is no longer a nice benefit. It’s an expectation employees have when choosing a company to work for, stay with, and recommend. But what does flexibility really mean? Traditionally people refer to flexibility as WHERE they work, yet it's also about WHEN too. Stacy Sherman and Brian Elliott, Author, SVP at Slack, and Executive Leader of Future Forum, explain the value of “scheduled flexibility” as a brand differentiator. You'll hear tactics to overcome naysayers who don’t support flex work, and ways to retain a customer-centric distributed workforce. While the focus is the future of work, topics also dig deep into lessons from the pandemic as we must "never waste a crisis." Learn more at
Stacy Sherman and Mark Schaeffer, author of multiple best-selling books, discuss the revolutionary power of CX (customer experience), social media, and influence marketing. We're on the cusp of a revolution and can achieve breakthrough results by doing these right. Show topics include: Definition of influencer marketing Role of technology in influencer marketing The ROI- Return on Influence Social media impacts and current state of Twitter. "Is it stuck? Can it be saved?" Ways to reach "superconnectors" who ignite brand experiences ....and become a credible influencer yourself Why community is a vastly overlooked opportunity for organizations & simple ways to leverage it
Do you make dangerous assumptions and fall into the trap of thinking you know exactly what customers want, only to discover that your solutions are resonating? Are people not buying or recommending enough? You can avoid this situation by applying user experience (UX) and customer experience (CX) best practices, which are not the same. In this episode, you'll hear Stacy Sherman interview Zach Pousman, founder of Helpfully, share tactics to decode customer behaviors and create what people truly need and why. Details at DoingCXRight.com/podcasts
We all face stressful situations. Some put out fires literally, like David Hollenbach who spent 23 years in public safety, while others do so figuratively in the workplace. David shares fireproof strategies to thrive through disruption, overcome limiting beliefs, create a plan for the future, and leave an intentional legacy. You'll hear personal stories and captivating case studies to help you be an effective leader and communicator to improve experiences for employees, customers, citizens ~ all humans. Learn more at DoingCXRight.com/podcasts
Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. More details at DoingCXRight.com
When was the last time you contacted customer service for help with a product or service? How did the conversation go? Was the agent empathetic and helpful, or did you get transferred around with no resolution? Stacy Sherman interviews Sean Hawkins, a seasoned leader with proven customer experience and contact center management expertise, to discuss what great CX looks like and how to intentionally empower agents to deliver customer excellence. There is no reason to ever have a bad customer experience, and it's in your control to mitigate the challenges. Listen, learn and pay it forward. Learn more @ DoingCXRight.com
What are your company values and beliefs? Is having fun intentional or an afterthought? How does having fun link to better customer experiences and brand loyalty? Stacy Sherman and customer-centric business leader, Rick Bonds, answer these questions and more. You'll hear valuable examples that you can do to improve your workplace culture, employee engagement, and customer experiences. Small actions, like having fun in the workplace, yield big results. Learn more at
How customer service agents speak and write to customers can make or break a brand’s reputation. When communication goes wrong, people stop buying from brands, write unpleasant reviews and give bad survey ratings. Stacy Sherman brings you Leslie O'Flahavan, LinkedIn instructor and owner of eWrite, to help you understand what great communication looks like. And, what NOT to say that probably never crossed your mind, yet has significant impacts on customer experiences. You’ll also hear actionable tips about effective leadership and ways Gen Z and Gen X can collaborate better despite different communication styles for better results. More details at DoingCXRight.com/podcasts
How do you become an unforgettable brand that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" Author Jeanne Bliss and Stacy Sherman discuss these topics, including the value of goal mapping versus journey mapping, workforce trends, and earning the right to customer driven-growth. Details at DoingCXRight.com/podcasts
How hard is it to become your customer? What can we learn from brands that consistently achieve customer loyalty as well as employee advocacy too? Stacy Sherman interviews Joseph Michelli, Ph.D., a certified customer experience professional and author of ten business books about companies he has worked with including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel and others. Stacy and Joseph shares actionable CX leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. More details at DoingCXRight.com/podcast
Are you putting the customers at the center of your business? Would your clients say yes, if asked? Stacy Sherman and Kerry Bodine discuss how to put the customer first and gain financial benefits by applying "Outside-In" tactics and doing journey mapping the right way. You’ll gain valuable advice whether brand new to journey mapping and the customer experience field or advanced in your practice and want to amp up your skills. This episode will help you make a noticeable business impact. Details at: DoingCXRight.com/podcast
What can the highest-performing basketball players teach us about delivering exceptional customer experiences? What are leadership strategies that elite athletes use to perform at world-class levels that you can do too? Stacy Sherman and featured guest, Alan Stein, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, answer these questions. Plus, you'll learn how to create unparalleled organizational performance, cohesion, and accountability with earned trust at the forefront. Without a doubt, after listening to this episode, you'll shift your mindset and actions that raise your game to new levels. Learn more at www.DoingCXRight.com/podcasts
How often do you get a personalized handwritten letter in the mail? When received, how does it make you feel? Bet you remember it and may even look at the message longer than a quick text or email buried in your inbox. Stacy Sherman and David Wachs, a serial entrepreneur discuss the lost art of letter writing and a scalable solution that's changing how people interact and connect while also increasing appreciation and gratitude on a massive scale for long-term business success. Listen to the Doing CX Right podcast now. Learn and pay it forward. More details: DoingCXRight.com/podcast
What does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com/podcast
What does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com/podcast
Being frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And what are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most reputable brands? Stacy Sherman and Bill Price, author of The Best Service is no service, Your Customer Rules!, and The Frictionless Organization, answer these questions and share key principles to improve experiences for everyone who interacts with your brand. In fact, customer loyalty depends on it. Details at DoingCXRight.com/podcast
Being frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And what are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most reputable brands? Stacy Sherman and Bill Price, author of The Best Service is no service, Your Customer Rules!, and The Frictionless Organization, answer these questions and share key principles to improve experiences for everyone who interacts with your brand. In fact, customer loyalty depends on it. Details at DoingCXRight.com/podcast
Customer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then uses that understanding to intentionally design better experiences for them. Too often, companies believe they know what's best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction. Stacy Sherman and Annette Franz share actionable tips about what it takes to ensure your company adopts a culture that's "Built to Win." Win for the customer, win for the business. More details at www.DoingCXRight.com/podcasts
Customer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then uses that understanding to intentionally design better experiences for them. Too often, companies believe they know what's best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction. Stacy Sherman and Annette Franz share actionable tips about what it takes to ensure your company adopts a culture that's "Built to Win." Win for the customer, win for the business. More details at www.DoingCXRight.com/podcasts
What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Key tactics: LISTEN to customers’ values and feedback. THINK about implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers without being asked DELIGHT customers by exceeding their expectations There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. More info:
What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Key tactics: LISTEN to customers’ values and feedback. THINK about implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers without being asked DELIGHT customers by exceeding their expectations There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. More info:
Did you know Aug 26 is Women Equality Day, which serves as a reminder of the hurdles overcome by women who’ve faced discrimination and exclusion thereby creating an awful company culture and workplace experience. Listen to Stacy Sherman and Catherine Sugarbroad, two women leaders who met at Verizon, climbed the corporate ladder, and learned many lessons from traveling a bumpy path. On this episode, they explain what you can do to improve equality, why it matters, and the impact on retention and customer experience. Also, you'll hear advice for the next generation of women and girls as well as boys and men who get to be supportive. In fact, without them, equality will not progress. Details at DoingCXRight.com/podcasts
Did you know Aug 26 is Women Equality Day, which serves as a reminder of the hurdles overcome by women who’ve faced discrimination and exclusion thereby creating an awful company culture and workplace experience. Listen to Stacy Sherman and Catherine Sugarbroad, two women leaders who met at Verizon, climbed the corporate ladder, and learned many lessons from traveling a bumpy path. On this episode, they explain what you can do to improve equality, why it matters, and the impact on retention and customer experience. Also, you'll hear advice for the next generation of women and girls as well as boys and men who get to be supportive. In fact, without them, equality will not progress. Details at DoingCXRight.com/podcasts
Your surest path to lasting business growth is by getting a handle on customer risk BEFORE it’s too late. There is a series of steps to reduce churn and prevent bad customer reviews, which entails leveraging operational data and aligning teams around what really matters to customers. Listen to Stacy Sherman and Richard Owen, Founder, and CEO at OCX Cognition, and co-creator of the NPS system, discuss topics that Richard claims people have not been doing right yet can shift approaches now for better business outcomes. His advice includes how to pitch executives for increased investment in CX programs, design better surveys, predict buyer behaviors, leverage data effectively, and more. Details at: DoingCXRight.com/podcasts
Every October, the CX community celebrates the professionals and companies that make great customer experiences happen - a celebration known as CX Day. It's an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. Listen to Stacy Sherman and Greg Melia, CEO of CXPA, discuss how you can celebrate at your company with no or minimal budget. Also, you'll learn how Diversity, Equity & Inclusion (DEI) and customer experience (CX) are linked. And the importance of having a purpose-driven brand to attract better talent and customers. Take notes as there're a lot of actionable tips. More info: DoingCXRight.com/podcasts
In honor of my 50th podcast milestone, I'm excited to bring you an inspiring trendsetter. Meet my Mom, Eileen Brenner, one of the first women Options Traders on Wallstreet, a well-known Bridge and Backgammon player, and a true change agent by every definition of the word. She's had to go 'against gravity' to achieve success and shares valuable leadership lessons to help you reach goals no matter what rejections and challenges come your way. Learn more at: DoingCXRight.com/podcasts
Life is full of paradoxes. How can we express our individuality and be a team player? Balance work and life? Take care of ourselves while supporting others? Manage the core business while innovating for the future? For many of us, these competing and interwoven demands are a source of conflict. Since our brains love to make either-or choices, we choose one option over the other. Yet, there's a better way through "both/and" thinking. Stacy Sherman and Professor Wendy Smith discuss how to cope, and thrive with 'multiple knotted tensions happening at the same time' for greater success in business and life More @ DoingCXRight.com
There’s a global productivity movement happening in our fast-paced world. Millions of people are changing their approach to apply order to chaos. They're handling life’s demands in a more organized, less stressful way. And freeing up time to better serve clients, employees, family, and friends. How are they doing this? Through GTD® methodology. Stacy Sherman brings you David Allen, an influential thinker and NY Times Best Selling Author of “GETTING THINGS DONE®,” to inform you what GTD is and the 5 core behaviors you need to do to get anything under control, stay relaxed while maximzing productivity. Info at: DoingCXRight.com/podcasts
Trust, credibility, and authenticity are the currencies of sales. Gone are the days of manipulative and pushy salespeople relying on charm to close deals. Stacy Sherman and Larry Levine, author of "Selling From The Heart," challenge modern myths and explain: how to approach buyers and increase sales in a world of information overload and technology fatigue; tactics to recruit and retain great reps while advancing sales results and client retention; strategies to build meaningful relationships and gain an unbeatable competitive advantage. Hint: Success starts within, not out. It's about YOU showing up with integrity, and heart at the forefront. Details at DoingCXRight.com
You've probably heard about mystery shopping as it's been a valuable market research tactic for a long time. Yet, there are new aspects to understand when designing a program and measuring what's relevant for customers and your business. Stacy Sherman interviews Claire Boscq, UK's Top 20 Customer Service Influencer, and author, about doing mystery shopping right to gain a competitive advantage. Topics include: How mystery shopping works, pitfalls to avoid, benefits, and best practices for mystery shopping in-person vs. virtually. You'll also hear customer experience leadership tips and ways to enhance employee productivity through BizShui™ Method Details @ DoingCXRight.com/podcasts
Thousands of companies around the world have adopted the Net Promoter System (NPS) since its conception two decades ago by my guest, Fred Reichheld. During this episode, Fred explains the newest thinking (NPS 3.0), and best practices for doing it right, as many practitioners achieve a fraction of the system's full potential. We also talk about "Winning On Purpose" and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits. You'll also hear about Earned Growth Rate (EGR): a complementary accounting measure leveraging the power of NPS, and more ways to measure business success. More info: DoingCXRight.com/podcasts
As we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce trends and apply best practices in hiring and retaining customer-centric talent. (Hint: free snacks and ping pong tables in the office are not the answer.) Likewise, candidates seeking more job fulfillment and happiness need to know where and how to predict if a company is a good place to work. Stacy Sherman and business expert Sam Brenner, CEO of CRB Workforce, discuss these topics and how to ensure a great match. More info: DoingCXRight.com/podcasts
What's the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates? Stacy Sherman and featured guest Ian Golding, answer these fundamental questions and reveal key principles to get people to want to buy and work for your company. Get more info at DoingCXRight.com/podcast
Attracting new customers is getting harder due to disrupting trends, such as declining television viewership, growing social media audiences, and higher usage of ad-blocking technology. Yet, you can be more effective and gain a competitive advantage through the power of influence marketing. Stacy Sherman and guest Neal Schaffer reveal best-kept secrets to identify, approach, and engage valuable influencers who help you get new clients and increase customer loyalty. You'll also learn leadership tactics to inspire and uplift others for optimal results. Get more info at: DoingCXRight.com/podcasts
How can you keep your business at the forefront of peoples' minds when it's time to buy what you sell? The answer is through content marketing when done right. Michael Brenner, author of The Content Formula, and Mean People Suck, shares ways to break through the noise of promotion, dominate your market, get known as a thought leader, and rank #1 for keywords in your industry - by simply sharing the expertise your customers are looking for. Listen and apply best practices to create customer growth and impact in non-traditional ways. More Info at:
Is your brand tattoo-worthy? Do you provide an awesome experience whereby people have a love affair with you so much that they're willing to put ink on their body? , Best-Selling Author (Culture That Rocks, & Leadership That Rocks), explains this really happens and that no matter what your role is in a company, you can be a major influencer of your organization’s culture, lighting it up and making it rock, from the inside out. Listen now and get actionable advice to amp up your business results. More info: DoingCXRight.com/podcasts
How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including breaking silos and harnessing data to drive insights and actions that maximize customer engagement? Stacy Sherman and Celia Fleischaker, Chief Marketing Officer at Verint, dive deep into these CX topics to help you create differentiated experiences and a competitive advantage. During this episode, you'll learn about tools and platforms to gain control of the customer experience and maximize efficiencies through automation, AI and bots without losing the human touch. Learn more at DoingCXRight.com/podcasts
How does blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand out from competitors? Stacy Sherman interviews Adrian Swinscoe, a visionary and author, about business transformation and customer loyalty. He explains how our memories last, especially the bad experiences over delightful ones, and ways to ensure the good are prominent. You'll learn tactics to "Wow A Customer" and keep them coming back, differently than you might think. There's no doubt that after listening to this show, you'll look at your business in a whole new way More info: DoingCXRight.com/podcasts
What does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased staff and customer service agent resignations? Stacy Sherman interviews Robertson Stewart, a University teacher, and business author to provide actionable tactics to address major challenges that companies face today and for the foreseeable future. You can AVOID high costs in terms of retention (the lack of), leading to excessive turnover, recruitment, and training expenses, and reduced productivity. By the end of the podcast, you'll learn how to lead in optimal ways in which everyone wins: you as the manager, the employee/agent, and customers too. Learn more at DoingCXRight.com/podcasts
Business success is dependent on effective communication with customers and employees. Videos are proving to be an ideal way to increase connections and conversions versus plain, typed-out text messages and emails. Stacy Sherman interviews Ethan Beute, Author, and Chief Evangelist at BombBomb, to discuss best practices for leveraging videos to elicit positive emotions, enhance relationships and rehumanize business as a brand differentiator. You'll hear tactics to leverage videos to turn dissatisfied customers (detractors) into brand advocates (promoters) and enhance a company culture where people feel a sense of belonging, included, and appreciated. Learn more at DoingCXRight.com/podcasts
Customer satisfaction and loyalty are directly correlated to employee happiness. So, how can leaders maximize staff engagement and keep top performers who are skilled at delivering customer excellence? What can each of us do to advance and future-proof our careers, plus achieve more fulfillment at work and in life? Featured guest Lauren Herring, Author, and CEO of shares tactics to help people grow at work and beyond. She provides actionable advice about careers management, including being and getting a mentor, which is different from sponsorship and equally important. By the end of the podcast, you'll be ready to show up at work with increased confidence to achieve goals while having and providing better experiences. Learn more at DoingCXRight.com/podcasts
It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at DoingCXRight.com/podcasts
Employee and agent burnout is real and impacts their ability to deliver customer excellence. So, how do you banish burnout, retain good people and ensure job satisfaction for long-term success? Featured guest, Marcey Rader, a multi-certified health expert, and three-time bestselling author, joins Stacy Sherman to discuss: -How to identify burnout & disengagement (they aren't the same) -Hacks to keep people motivated plus free up time for priorities -Productivity "power-ups" to show up as best self -Tactics to amp up energy, conquer calendars + emails with focus -Favorite tools to improve workplace communication Learn more at DoingCXRight.com/podcasts
Is there a difference between innovation & invention? What can a model customer-centric brand, like Zappos, teach us about achieving real success in a competitive marketplace? Doing CX Right podcast guest Alex Genov, Head of Customer Research at Zappos, provides answers to these questions and explains... ✔️The different types of innovation ✔️4 pillars that make Zappos extraordinary (you can replicate) ✔️Examples of what employees do to advance the loyal culture ✔️What it means to be “stuck in traffic” impacting innovation ✔️Ways to fix customer pain points & what NOT to do You can have a brand that people keep talking about and buying from because of exceptional customer service and experiences. Doing CX Right does not require a large budget. It's a matter of getting the basics right. Learn more at
Are you controlling the narrative so customers find and buy from your brand? Is traditional selling dead? What's the best way to lead teams to win new customers and contract renewals so your business grows the right way? You'll hear answers to these questions and more from an admirable business leader. Sid Meadows explains customer success and CX best practices in easy-to-understand terms. Take notes as you will learn a lot from Stacy Sherman's interview with Sid. Learn more at DoingCXRight.com/podcasts
We're living in an Experience Economy whereby customer needs continue to change. How can you better differentiate your brand and compete for customers' limited time, attention, and money? Featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor explains the five E's to differentiate and make it easy to interact with your brand. As Joe says, "Drama is friction" and you must provide frictionless experiences as customers expect. Learn more at DoingCXRight.com/podcasts
Your employees’ behavior is your customer experience. You can’t separate them out, says Bill Staikos, Senior VP at Medalia during his interview on Stacy Sherman's Doing CX RIght show. So, how do you lead with excellence? What is the ideal organizational design to best care for your customers? Is the Chief Experience Officer (CXO) role a fad or growing in importance? What’s the right way to design new products based on what customers really want while balancing internal processes? Answers to these questions and more to differentiate your brand in this podcast episode. Learn more at DoingCXRight.com/podcasts
Stacy Sherman interviews Howard Tiersky, author of Winning Digital Customers, about how to drive desirable customer behaviors (buy, refer) as the root cause of business success. You'll hear actionable ways to stay relevant to customers in a world-changing so fast and earn customers' love and emotional commitment. Much entails applying customer research and design thinking best practices to maximize your competitiveness. Listen, learn and start Doing Customer Experience (CX) Right! Details at: www.DoingCXRight.com/podcasts
Your brand today is no longer what you tell people it is. It is the differentiated experience (DX) your employees deliver. It is what you stand for and how your customers feel about you. And most importantly, your brand is what your customers tell others about their experience. Stacy Sherman interviews Stan Phelps, best-selling author of the Goldfish Series, to help you learn new ways of gaining a competitive advantage and achieving bottom-line impact. Learn more at DoingCXRight.com/podcasts
Do your customers think you're deaf? How can you really hear them to fix pain points and impact customers' decisions? Stacy Sherman interviews Mary Drumond, Chief Marketing Officer at Worthix, to discuss these questions. Additional topics include: -What's the value of surveys? Are surveys the best method to understand customers’ perceptions, emotions, expectations? -Is there such a thing as survey fatigue? How best to avoid? -How long or short should a survey be to maximize response rates? -Who should be responsible in organizations to get customer feedback and take action? -What is “closing the loop” mean to address what customers told you, and best practices? Learn more at DoingCXRight.com/podcasts
How hard is it to be your customer? Are you creating emotional connections to gain & keep customers loyal? Employees too? Stacy Sherman interviews Jim Tincher, a customer experience expert, journey mapper, author, and speaker about new ways of elevating retention & brand advocacy. Additional topics include: -Changing a company to be customer-centric when it hasn't been.-Brands that are Doing CX Right and what makes them stand out.-What is journey mapping and what is it not.-How journey mapping brings the customer to life & who owns it in organizations?-Ideal ways to motivate employees? Is it pay/bonus or something else? Learn more at DoingCXRight.com/podcasts
Do you know what your customers and prospects will do after interacting with your brand without having to survey them over and over again? Are you taking control of the customer conversation? How do you make it easier for employees to deliver customer excellence? Featured DoingCXRight® guest, Matt Dixon, co-author of The Challenger Sale, The Challenger Customer, and The Effortless Experience shares valuable insights to advance your sales, service and customer experience beyond traditional methods. You'll want to take notes as he and show host, Stacy Sherman, reveal many actionable gems during the episode. Learn more at DoingCXRight.com/podcasts
Customer retention doesn't happen automatically to attain company profits. You need to apply the right strategies and tactics for turning one-time purchasers into lifelong customers. Featured guest Joey Coleman, best-selling author, and award-winning speaker explains that building customer loyalty is not about focusing on marketing or closing the sale. It's about the First 100 Days® after customers buy and other interactions they experience. You'll hear a proven 8 phase methodology that helps you never lose a customer again. Learn more at DoingCXRight.com/podcasts
In order to deliver the best customer service, you need to understand the full meaning and how to do it right. My featured guest Jeff Toister, a best-selling author of four customer service books, and trainer of one million people, shares what elite companies do differently to gain a competitive advantage that you can do too. Topics include: -What does customer service mean vs customer experience (CX) -How has customer service changed over time -What does cutting-edge research reveal -How to measure customer service beyond NPS -Is the customer always right -What can brands do to help angry & upset customers Learn more: DoingCXRight.com/podcasts
Have you heard of the term "red tape"? Friction, sludge, no redeeming value are associated terms. Most think red tape pertains just to government, yet it does not and significantly impacts business success. Stephanie Thum and I explain: What is bureaucratic 'Red Tape?' Why it's a customer problem and obliterate employee experiences? What are the root causes? Is it all bad? How can change happen whereby leaders stop looking the other way to improve customer and employee loyalty? Learn more at DoingCXright.com/podcasts
Trust is a vital element of relationships. So, how do you build trust with employees and customers? How can you be a better leader to gain a sustainable competitive business advantage too? Charles Green has studied and taught the science of becoming a trusted advisor for the last decade. He’s created the Trust Equation™ which includes four principles: credibility, reliability, intimacy, and self-orientation. We talk about these topics and actionable tactics from his books and seminars so that you can show up as your best authentic self and achieve real success. Learn more at DoingCXRight.com/podcasts
Do you want to drive fast scalable growth and profitability? Then you must eliminate what customers hate and make happiness your business strategy. My featured guest, Nick Webb, a world-renowned strategist, best-selling author, and inventor with 40 US Patents, provides solutions to help you maximize customer loyalty. During the episode, you'll hear us discuss simple ways to attract and keep your best talent based on a lifetime of study and business application. . Learn more: DoingCXRight.com/podcasts
What to do when ‘Great’ Isn’t Good Enough to Grow Your Business? How can organizations and professionals create distinction to attract and retain customers? Scott McCain, Hall of Fame Speaker, author of "Iconic" and other best-selling books, answers these questions and more through engaging stories. You'll learn actionable solutions to common problems that result in better experiences for employees, customers, and your business overall. Learn more about Stacy Sherman and Scott McCain at DoingCXRight.com/podcasts
How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world. He shares strategies and tactical ways companies can create their own ‘Hyperfans’ who keep coming back to buy and tell others too. More details at DoingCXRight.com/podcasts
Do you have a customer experience mission? My guest Jeannie Walters, explains why it's important and how it relates to "Creating Fewer Ruined Days for Customers.” During this episode, you will also gain actionable tips to identify and protect "at-risk customers" and 5 ways to reduce churn that is in your control. About Jeannie Walters: she is passionate about improving the everyday interactions we all have as customers and writes, speaks, studies, and teaches her trademarked methodology to enlightened leaders in many industries. Learn about Jeannie Walters and host Stacy Sherman at: DoingCXRight.com/podcasts
What is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and author, explains the influence of new technologies (AI, 5G, Iot…) on customer experience, and the human role in a world of automation (i.e. how to delight customers with an empathetic human touch). You'll also hear how the latest technology can solve business challenges if applied right, and leadership advice to thrive in 2022 and beyond.
How do you establish a speak-up culture to drive innovation and performance at high levels? Stephen Shedletzky, shares wisdom and best practices based on what he's learned from working for We discuss: -Why his mission to drive a speak-up culture. -How it's connected to fulfillment? -What leaders can do to provide psychological safety. -Most important lesson for CEOs, Entrepreneurs, and leaders to gain and keep loyal brand advocates -Advice to younger 20-year-old self if he could go back in time Learn more DoingCXRight.com/podcasts
How do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker and coach answers this question on Stacy Sherman's Doing CX Right podcast plus... The importance of being an experience maker. Who, why, and what’s it about. The difference between Customer Experience vs Customer Service and strategies for success. How supply chain, marketing, finance, and other departments impact customer experiences. Should employee pay be linked to customer satisfaction scores? Brands that stand out in Doing CX Right and best practices to differentiate brands. Leadership lessons and more. Details at DoingCXRight.com/podcasts
How often do you pause and think about how a simple gesture or interaction impacts a colleague, customer, friend +. Ryan Estis helps company leaders and individual contributors embrace change and achieve breakthrough performance. Most importantly, he teaches how to deliver unforgettable experiences. His true stories will touch the core of your heart as he beautifully portrays a Starbuck Barista, Lily, who "pours happiness." He speaks about showing up, serving others, and much more that's in your/my/our control! Learn more at DoingCXRight.com/podcasts
We often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better customer and employee experiences. Although it sounds mundane, it is paying attention that drives productivity, accountability, and ultimately increased profitability. My guest Neen James, author of 9 books, discusses WHO deserves your attention, WHAT matters most, and HOW to listen with your eyes to achieve more successful outcomes. Learn more at DoingCXRight.com/podcasts
In business, your primary focus must be the value you provide to customers. Value is what makes people trade their money for a service or a product. My guest, Bob Burg, Hall of Fame Keynote Speaker and Bestselling Coauthor of “The Go-Giver" says "money is simply an echo of value. It's the thunder to values’ lightning." We dive deep into how companies, sales leaders, and their teams can communicate their value, sell at higher prices with less resistance, and grow their businesses based on referrals more effectively. Learn more at DoingCXRight.com/podcasts
Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what you do.") Tactics to make customers LOVE and talk about your brand *Design the right organizational structure to deliver the best customer experiences and service Learn more DoingCXRight.com/podcasts
Did you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author of Aiming High has achieved much fame, monetary success, and deep lows from drug addictions. Highlights: What Aiming High means and lessons learned How to overcome imposter syndrome Leadership advice from iconic athletes (his clients) The three words that can change lives and improve experiences Learn more about Stacy Sherman and Darren Prince at
How do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer: it starts with human focussed leaders at the top. Ashok Ramachandran, CEO, and President at , is known for leading organizations to achieve profitable success while caring for employees as a first priority. During the episode, you'll hear: How to get employees to deliver excellence even when no one is watching Proven tactics and skills to achieve revenue growth while leading with a heart Examples of brands doing experiences right and best practices How different generations (Gen X, Gen Z, etc) and cultures can better work together Inspirational advice - what he'd tell younger self based on what he knows now as a CEO. Learn more about Stacy Sherman and Ashok Ramachandran at
Are you using social media to build customer relationships, enhance customer service and gain competitive insights? , a digital marketing expert with 25 years of experience, starting in the early days of the internet (before social media was a thing), provides customer experience tactics that you likely never knew. Huffington Post has named Madalyn one of . Highlights: What customer experience means in a digital world Why you cannot ignore social media Ways to personalize messaging The value of listening and tools *Tactics to humanize business Learn more about Stacy Sherman and Madalyn Sklar at
Stacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan’s human-centric approach to employee and customer experience as well as the importance of creating a corporate culture, where employees feel valued and empowered. Key Takeaways: -Look at the human side of change and partner with leadership to drive an employee experience, which results in excitement and engagement. -The employee experience begins before colleagues step foot into the company. Companies need to continually evolve their employee experience to attract and retain them. -Read more About: Dan Naiman is HR Lead, Corporate Affairs at Pfizer as well as a Human Resources professional with global HR and consulting experience. His professional experience also includes regional HR leadership with strategic human resources development, change management leadership, and program execution. is an award-winning certified customer experience (CX) keynote speaker, author, podcaster, and founder of DoingCXRight®—a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue.
If you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless. Episode Highlights: Why CX is not only for big companies How we can ease friction What we can do to avoid the hassle for our customers How technology is changing our human connection with customers How we can convince a leader to make changes Advice for entrepreneurs Learn more about Stacy Sherman and Adam Toporek at DoingCXRight.com/podcasts
What does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX? Stacy Sherman answers these questions with CX Pioneer and 7-time author, Colin Shaw. You'll likely want to play this episode twice to get all the actionable tips shared. Learn more about guest Colin Shaw and host Stacy Sherman at: Doingcxright.com/podcasts
Net Promoter (NPS) is a popular way to gauge whether your customers are brand advocates (promoters) or dissatisfied (Detractors). Rob Markey, co-founder of the Net Promoter System at Bain, and Stacy Sherman discuss the meaning and evolution of NPS, misperceptions, and ultimate questions to measure customer satisfaction. You'll gain actionable tips to maximize customer loyalty and referrals the right way! Learn more about guest Rob Markey and host Stacy Sherman at: DoingCXRight.com/podcasts
What does customer loyalty really mean? What are proven tactics to get repeat customers? Which brands are doing customer experience right and what are the best actionable tips to build a business culture where employees are committed to driving customers back? Listen to Stacy Sherman's debut podcast featuring NY Times best-selling author, speaker & customer service expert, Shep Hyken. Learn more about guest Shep Hyken and host Stacy Sherman at: DoingCXRight.com/podcasts