Podcasts about doing cx right

In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.A Short Description of the GuestStacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast.Contact Details:Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/ Stacy's webpage: https://doingcxright.com/ Stacy's podcast: https://doingcxright.com/podcasts/3 Key LearningsHuman Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding.Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate.The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships.Follow and Subscribe for More Insights:Don't miss out on valuable conversations like this! Subscribe to the CX Goalkeeper Podcast on your favorite platform and follow us for the latest episodes on transformation, leadership, and customer experience.Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify Your feedback is invaluable to us. Please subscribe, follow, and leave us your thoughts or reviews. Your insights help us keep the conversation going and deliver content that resonates with you.

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.

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 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 through this

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 through this

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:  

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 

Most brands are doing CX wrong—and it's costing them.The secret to getting it right? It's not just about data, and it's not just about empathy—it's about both.In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science' framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.They tackle the tough questions: How do you balance data and human connection? Where do most brands fail in their CX approach? And what's the real cost of getting it wrong?If you want practical insights, real-world stories, and actionable strategies to drive customer retention and satisfaction, this conversation is a must-listen. Stay tuned until the end for an unforgettable example of human-centered CX in action.Are you delivering the experience your customers deserve? How far are you from your goals? Discover the gap with our Customer Experience Assessment and improve your strategy today.

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

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 Check out Stacy's new book: Transformative Journey Management" on .

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:

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

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

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 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 .

Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable.  People in general want to do good things for others. But it's easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it's important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on creating inclusive experiences for customers and employees with different needs and abilities.  Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-inclusive-experience/ Read more about Stacy on her website: https://doingcxright.com/  Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/   

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

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:      

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

This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering your teams and creating a culture of customer excellence.Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68

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  

In today's episode, we discuss the power of podcast growth through guesting on other shows. If you're passionate about expanding your podcast's reach, visibility, and networking with fellow podcasters, then this episode is tailor-made for you. We explored the underestimated power of appearing as a guest on other podcasts and shared insights on how this strategy can significantly amplify your podcast's presence in the the podcast space. Highlights: [13:10] Ice Breaker: "What's been your favorite guest experience you had as a guest on someone else's podcast and what made it your favorite?" [19:02] Podcast appearances and interviewing oneself. [21:10] Podcast guest experiences and overcoming adversity. [23:19] Podcasting, YouTube, and content creation. [25:27] Brand building. [28:46] Guest hosting podcasts as a transition to full-time podcasting. [30:27] Podcast guesting and market research. [34:38] Guesting on podcasts and branching out. [40:50] Podcasting, networking, and marketing goals. [43:42] Podcasting challenges and opportunities. [45:54] Ageism and its impact on mental health. [48:04] Strategies and seasonal episodes. [50:43] Networking and event hosting. [57:45] Guest preparation tips. [59:48] Strategies for podcast guests during offseason. Links & Resource:  (Walt & Dominic's guest appearances) All Gas No Breaks: https://agnbpodcast.podbean.com/ (Walt & Dominic's guest appearances) Man to Man Podcast: https://www.podbean.com/podcast-detail/rcmb9-2254d6/The-Man-To-Man-Podcast-wAB-amp-DB (Sid's guest appearance) Making Sales Social with Brynne Tillman: https://podcasts.apple.com/us/podcast/making-sales-social-podcast/id1579599606 (Simona's guest appearance): Growth Now Movement: https://podcasts.apple.com/us/podcast/growth-now-movement-with-justin-schenck/id1086471656 Talk Shit with P: https://talkshitwithp.buzzsprout.com/ Doing CX Right: https://podcasts.apple.com/us/podcast/doing-customer-experience-right-with-stacy-sherman/id1573754741 If today's episode sparked new ideas or helped you see the potential in guesting on other podcasts, I encourage you to share it with a fellow podcaster. Remember to rate, follow, share, and review our podcast if you found value in our conversation today.  Join us LIVE every weekday morning at 7am ET (US) on Clubhouse: https://www.clubhouse.com/house/empowered-podcasting-e6nlrk0w (Coming soon to LinkedIn Live...) Brought to you by iRonickMedia.com and NextGenPodcaster.com Please note that some links may be affiliate links, which supports the hosts of the PMC. Thank you! --- Send in a voice message: https://podcasters.spotify.com/pod/show/podmornchat/message

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

How can your business harness AI to improve customer experience without losing personalization? What strategies can lead to breakthroughs in understanding and serving your customers better? Get the answers on Doing CX Right, as host Stacy Sherman and guest expert Alex Genov 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 can propel your customer service to new heights. Explore actionable ways to employ AI while maintaining a strong focus on customer trust and loyalty. Learn more at . Sponsored by -a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions supported by 40,000 amazing employees spanning 10 countries. Learn more at iQor.com  

As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and advocacy. Today we're going to talk about customer journey management - how to do it well, how to measure success, and how to improve it over time.  To help me discuss this topic, I'd like to welcome Stacy Sherman, Founder & Chief Customer Officer at Doing CX Right. Resources PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Doing CX Right website: https://www.doingcxright.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and advocacy. Today we're going to talk about customer journey management - how to do it well, how to measure success, and how to improve it over time.  To help me discuss this topic, I'd like to welcome Stacy Sherman, Founder & Chief Customer Officer at Doing CX Right. Resources PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Catch Stacy's LInkedIn Learning course on Increasing Customer Loyalty by Doing Agent Experience (AX) Right here: https://bit.ly/LinkedLearnStacy Doing CX Right website: https://www.doingcxright.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

As an accomplished keynote speaker, author, advisor, and podcaster, Stacy Sherman is fully dedicated to perfecting the art of customer experiences. With multiple leadership roles at major companies over the past 25 years, including Liveops, Verizon, Wilton Brands, AT&T, and Schindler Elevator, Stacy found her runway to launch her own business in the past year - Doing CX Right - turning her side hustle into her primary focus. Her educational mission is centered around assisting brands in going beyond mere customer service by enchanting and captivating their audience, establishing enduring connections with people, the epitome of a purposeful approach to business. In our conversation, we explore how Stacy fearlessly took the leap into entrepreneurship this year, balancing her roles as a mother of two and the family breadwinner.  In this episode Stacy shares a wealth of wisdom on the road to achieving both fulfillment and profitability in your career!

As an accomplished keynote speaker, author, advisor, and podcaster, Stacy Sherman is fully dedicated to perfecting the art of customer experiences. With multiple leadership roles at major companies over the past 25 years, including Liveops, Verizon, Wilton Brands, AT&T, and Schindler Elevator, Stacy found her runway to launch her own business in the past year - Doing CX Right - turning her side hustle into her primary focus. Her educational mission is centered around assisting brands in going beyond mere customer service by enchanting and captivating their audience, establishing enduring connections with people, the epitome of a purposeful approach to business. In our conversation, we explore how Stacy fearlessly took the leap into entrepreneurship this year, balancing her roles as a mother of two and the family breadwinner.  In this episode Stacy shares a wealth of wisdom on the road to achieving both fulfillment and profitability in your career!

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

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 

When deciding on how to build out a support team, it's important to analyze the tech and tools you'll be utilizing to do so. However, while it's important to know the value of all of that, it's even more important to recognize the indispensable value of sitting right in front of you. Join us live with Stacy Sherman as we discover more than the monetary value that lives in your contact center right now! [ 5:34 - 7:00 ] Agent value is human value. It's how the company uses their staff to deliver value to the customer and how they make sure the agent feels valued through actions. The individual also needs to own their value. The reason this is becoming such a hot topic is because contact center outsourcing is booming and so the agent is actually the product of the BPO.  [ 7:03 - 8:16 ] We are transitioning as an industry from 'how much work can we get from and agent and still get minimum quality scores' toward ‘seeing the agent, and even marketing the agent, as a competitive advantage.' and this is exciting. Everyone is boasting “better talent.” [ 13:15 - 14:30 ] Think about how high pressure it is to be on the phone, running through multiple computer screens, and trying to find answers to the customers' questions. Data and technology can help this story.   [ 15:55 - 17:15 ] How leadership can help with an agent who is having a hard day so that they are supported.  [ 22:04 - 24:25 ] Lisa's question: The difference between agent value and also the value of the independent contractors we work with. [ 26:26 - 29:51 ] Shafik's question: Technology can enhance (customer and agent) experience but AI is not sufficient by itself. There will always be cases where AI won't work, like emergency response. Make sure you have the right application for the tool so humans can move beyond repetitive and mundane tasks like password resets.  Paradoxically, the world is huge and small at the same time. Offshore options are more and more competitive. We can find our edge by embracing a career mindset toward the agents and caring about their value. Learn more about Stacy Sherman from her podcast Doing CX Right.  As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Leveraging a Career in Sales and Marketing for CX Innovation  This week, we welcome Stacy Sherman to the Digitally Irresistible podcast. Stacy is an award-winning keynote speaker, author, advisor, and host of the “Doing CX Right” podcast.   Stacy began her career in sales and marketing and has held multiple leadership roles at major companies over the past 25 years. Her approach to “doing CX right” is based on real-world experiences as a strategist and practitioner of customer service experiences. Her HEART & SCIENCE™ Framework for CX enables companies to accelerate loyalty and revenue through empowered workforces.   On this episode, we discuss how Stacy's innovative framework maps out irresistible customer journeys by transforming the relationship between brands, their internal teams, and their customers.   How an Interest in Consumer Behavior Paved the Way for an Award-Winning Approach to CX  Stacy's journey to CX expertise began in a high school advertising class. Fascinated by the topic of subliminal advertising, she knew she wanted to launch a career in sales and marketing to understand the underlying psychology of consumer behavior. She held several roles in sales and marketing long before customer experience became a buzzword. Early on, she developed her approach to an experience-based customer journey based on her own real-world experiences with customer behavior and brand engagement.    While working on e-commerce optimization and marketing for a telecommunications company, Stacy was given the opportunity to explore and implement voice of the customer and other CX best practices. She built her understanding from scratch, drawing on her years of experience as an employee, a manager, and a customer to identify gaps in those relationships to improve the customer journey.    This resulted in a two-pillar approach to CX that Stacy calls her HEART & SCIENCE™ Framework. Each pillar forms an acronym representing best practices to revolutionize the customer journey from the inside out. Together, the framework incorporates empathy, psychology, data, and scientific methodology that equips brands to drive customer engagement, boost loyalty, and empower their employees to be customer centric.   Connecting Heart and Science to Create Incredible Customer Journeys    Stacy's wealth of experience taught her the interconnectedness of the customer experience and the employee experience. Effective CX is cultivated by rallying internal employees and frontline customer service agents around a united purpose. Her framework emphasizes company-wide collaboration fueled by the common goal of providing positive customer experiences.   The HEART Approach    Stacy's initial fascination with the psychology of consumer behavior is represented in the first pillar of her framework, HEART, which describes best practices for both experience-based management and experience-based customer service. For Stacy, this is about going beyond profitability to bring the heart into business. Here's how her HEART acronym breaks down:   Honest and authentic communication.   Employees and customers value transparency, honesty, and authenticity in brand messaging and internal operations.    Empower to deliver excellence.   Set your teams up for success by equipping them with the resources they need to provide exceptional CX.      Appreciate and design for DEI.   Apply diversity, equity, and inclusion practices to all aspects of the CX space.      Relationship building.   Commit to a relationship approach that emphasizes the value of each individual in the customer journey—from the customers themselves to sales teams, customer service representatives, and employees in other departments.      Tailor and personalize.   Invest in messaging and experiences that are personal to each customer and meet their needs efficiently and effectively.     The SCIENCE Approach  The second pillar, SCIENCE, brings data and scientific methodology into the equation. Stacy explains that internal and external operations must be supported by measurable results to drive customer engagement with truly effective CX. Here's the breakdown of the SCIENCE acronym:     Segment and measure by persona.   To create a customer journey, you have to know who will take that journey. Identifying detailed customer personas guides relevant brand messaging and customer support.     Collect feedback.   It's critical to develop effective means of gathering and analyzing feedback from customers and team members on a consistent basis.     Implement tech for analysis and prioritization.    Acquire interaction analytics and machine learning technology that meets your brand's needs for gathering and analyzing data. This process needs to be ongoing to implement necessary changes based on the feedback received.     Evidence to get buy-in.   Gather results that speak to executive decision-makers to ensure that priorities are aligned from the top down.       Numeric and qualitative.    Present both quantitative and qualitative data to build a multi-level foundation for your brand's CX effectiveness.       Collaborate and break siloes.   Seamless customer journeys require effective interdepartmental collaboration with informed and prepared teams. This includes eliminating siloes between teams as well as siloes between information sources.    Experiment.    Stacy follows the acronym TAAR: test, analyze, adjust, and repeat regularly to provide customer experiences that evolve along with their needs.  Communication and Collaboration Form the Cornerstones of CX Success    Together, the HEART & SCIENCE™ Framework meshes for active journey mapping that takes the entire customer journey into account. It creates an environment where everyone at the company—from frontline sales agents to back office employees—can experience the domino effect of how each role affects another and contributes to the overall customer experience.     This cross-functional collaboration goes beyond employees by creating processes for brands to engage directly with their customers. Stacy's framework emphasizes the importance of receiving feedback directly from customers. While advice from sales teams about customers is valuable, receiving direct input from customers about what they need to be and remain loyal customers is critical for sustained CX. Encouraging open communication is at the heart (and science) of Stacy's innovative CX framework.   HEART & SCIENCE™ in Action   Stacy's HEART & SCIENCE™ Framework guided CX excellence at an international engineering company. Employees at this company initially showed some resistance to embracing a customer-centric model. Stacy developed a team to implement the CX initiative and ultimately helped them learn how this approach would drive benefits for employees and customers alike.    Over time, Stacy's team's diligent work helped the company grow its potential to embrace CX as a core priority. She implemented her framework with programs, activities, celebrations, and media that built momentum for CX. Now the company shows up for customers every day with empathy and more transparency. By embracing authentic engagement, the customer feedback the engineering company receives goes beyond measures like net promoter scores (NPS) and identifies specific customer needs as well.   Stacy's HEART & SCIENCE™ framework has encouraged a cultural revolution that prioritizes CX and invests in the tools needed to create an irresistible customer journey. Her fusion of empathy-based HEART principles and quantitative SCIENCE strategies results in a comprehensive framework that empowers and improves the employee experience, boosts customer engagement to drive loyalty, and provides quantitative returns for brands—creating smiles for teams and customers alike.  What Stacy Does for Fun    Stacy is a talented backgammon player and used to travel internationally to compete in tournaments as a child. More recently, she has learned to play pickleball and says that the social outlet it provides has been a game changer in her life.   To learn more about Stacy, visit her on LinkedIn and her website at doingcxright.com.   Read the blog post here. Watch the video here.    

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: 

People in general want to do good things for others. But it's easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it's important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on creating inclusive experiences for customers and employees with different needs and abilities.  Read more about Stacy on her website: https://doingcxright.com/ Listen to more episodes at https://cxleaderpodcast.com/ Read more about Walker at https://walkerinfo.com/ 

We are super excited to welcome Stacy Sherman of the podcast Doing CX Right onto our show today! Since most of the CX focus is centered around the customer experience, it is easy to forget about the equally important agent experience. Engaged and supported agents make a large difference in your company and can either help or hurt your business. Today we will be discussing tips for how to keep your agents engaged and improve your brand. [ 5:54- 6:33 ] You have to invest in your agents. The work of the agents will reflect the support they receive and it effects the customers as well. Your customers can tell when your agents are supported and valued. [ 10:29- 11:06 ] The difference between the best companies and the mediocre companies is having a team dedicated to agent experience. This is an area that needs more than just one person. It needs a whole team dedicated to supporting your agents. [ 12:35- 13:02 ] You have to give your agents the proper tools to succeed. This will allow them to save time and make their processes easier. [ 17:15- 18:00 ] Agents thrive in a community and it's important that your company creates a space where a community is possible. Your agents will create communities themselves and those could be potentially destructive or negative, so you need to provide a positive community for them. [ 21:16- 22:47 ] There are many great and positive outcomes that come with having engaged agents. They will stay loyal and your customers will stay loyal as well. You'll also find that your agents will do better work and go above and beyond. It's important to cultivate an area where your agents are supported and engaged. When people love what they do and have a meaning behind it everyone involved will have a positive experience. To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. If you'd like to provide feedback on the show, please fill out our survey here.  If you'd like to learn more about Stacy, you can find her on LinkedIn.

Welcome to our first ever Valentine's Day addition of Recorded for Quality Assurance! Today Rob Connelly and Vistio welcome Suzi Earhart of McorpCX. She's all about solving problems, giving love, life-long learning and helping others reach their full potential, so she's here to help us show agents some love today! Contact centers sometimes take a lot of heat for issues with the functioning of their call centers that end up actually being business issues disguised as call center issues. [ 4:22 - 5:03 ] Contact center agents are creative, determined people who solve complex problems under stress. So, how can we empower them and drive better business outcomes? Three key areas: Helping to provide agents a doable job Providing rewarding re-enforcements Having a mentoring mindset [ 8:58 - 9:41 ] Sometimes we need to re-configure our incoming calls so that agents can clear out their queues and not feel constantly overwhelmed. Agents need their 30 second breaks in-between calls to not be consumed with after-call work. [ 12:47 - 14:26 ] The predictable pizza party reward isn't actually helping agents grow in their careers. What makes a difference in whether the agents feel valued and seen? It's the leaders' awareness of the agents' “why.” [ 15:13 - 16:28 ] “The people who lead the best are the people who listen the most.” On this show our most recurring advice to leaders is to sit down with your agents, listen to them and take calls with them. Team leads and supervisors have a lot of power and potential in their roles because they can be the closest to the agents. [ 18:06 - 18:57 ] You can say all day long that you value mental health and strive to have a positive work environment, but we are talking about how to actually show your agents that you care and mean it. We'd love to talk to guests from call centers who are doing this well. Please reach out to us! Resources: McorpCX is offering a course to help you understand customer experience. Want to improve your skill sets? Use this promo code to save. $129 down to $85! Great podcast: Doing CX Right with Stacy Sherman CX Accelerator Community Hidden Brain Podcast The book 1001 Ways to Reward Employees Contact Center Management on Fast Forward by Brad Cleveland To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

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

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

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

Join Tacey & Her Special Guest Stacy Sherman owner - DOING CX RIGHT! As they discuss The Importance of Customer Journey Mapping! Timestamp: 00:53: Stacy's Story Timestamp: 04:14: Customer Journey Mapping Timestamp: 10:02: Best Practices Timestamp: 21:39: Stacy's Speed Round Stacy's Contact Information: LinkedIn: stacysherman Instagram: @doingcxright Website: https://doingcxright.com Tacey's Contact Information is all on the episode website: https://customersfirst.libsyn.com  

How hard is it to be your customer? Stacy Sherman interviews JIm Tincher, a nationally recognized customer experience expert, journey mapper, author, and speaker about this question from Jim's book, and digs deep into new ways of achieving emotional connections that elevate customer brand loyalty & advocacy.  Additional topics include: How to change a company to be customer-centric when it has not been. Which brands are Doing CX Right and what makes them stand out. What is journey mapping and what is it not. How does a journey map bring the customer to life & who owns that in organizations? What is the best way to motivate employees? Is it pay/bonus or something else? Learn more at DoingCXRight.com/podcasts

In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX Right. They discuss how businesses can perfect the balance between humans and automation to accomplish future goals and why effective communication with the customer is crucial to achieving that.

Angela Highland sits down with Stacy Sherman, an award-winning customer experience keynote speaker, podcaster, author, and founder of Doing CX Right. The two discuss how customer experience can differentiate brands.

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 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 and... 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. Brands that stand out in Doing CX Right and best practices to differentiate brands. Leadership lessons and more. Details at DoingCXRight.com/podcasts

Stacy Sherman is the head of CX and employee engagement for Schindler, she's also the CEO and founder of Doing CX Right, where she helps business leaders elevate customer experiences as well as employee satisfaction in order to gain brand loyalty.  In today's episode, Stacy and I talk about: The multiple sources of getting feedback, and how to take action from the feedback. The Humanization of Business. CX Education at the University level. How important the employee experience is in driving a customer centric culture.   The tools to use in your businessRecognizing employees that do an amazing jobWhy leaving feedback and reviews is important.Using different points in the customer journey to improve  customer experience Connect with Stacy LinkedIn - https://www.linkedin.com/in/stacysherman/  Website - https://doingcxright.com/  Twitter - https://twitter.com/stacysherman  YouTube - https://www.youtube.com/channel/UCQu4U9uRSUhPoQE-jTBYQ2A?reload=9 

Taking a new path can be a difficult task, especially if you have a strong need to stay connected with what others are doing. Today, Stacey Sherman talks about the pros and cons of starting a podcast and how having the right customer experience can serve you as a podcaster at a higher level. WHAT TO LISTEN FOR Finding your Why Customer experience: Why it matters? Developing real and authentic experiences Benefits of guesting on other shows How podcasting can be an opportunity to share your expertise  Why you need to learn the technology before using it RESOURCE/LINK MENTIONED Customer experience Book  ABOUT STACY SHERMAN Stacy Sherman is a Certified Customer Experience strategist, practitioner. Keynote speaker, writer, podcaster, and mentor. Known for humanizing business and differentiating brands beyond price. On a mission to influence everyone Doing CX Right®, so that real human connections & happiness exist. Mom of two human kids and one furry one.  CONNECT WITH STACY SHERMAN DoingCXRight® CONNECT WITH US Thinking about creating and growing your own podcast but not sure where to start? Visit GrowYourShow.com and Schedule a call with Adam A. Adams!

Customer experience is not the same thing as customer service. While you need to have great customer service, customer experience goes even deeper. Here to share her thoughts on creating an outstanding customer experience is Stacy Sherman with Doing CX Right. Listen as she shares more about her processes, why she's so passionate about this topic, and how you can get in touch to upgrade your customer experience. She also has her own podcast, Doing CX Right where she shares information, tips, and tricks for brands at every level. In this episode: [02:00] Welcome to the show, Stacy![02:20] Who she is and what she does.[03:09] Listen as Stacy defines what customer experience means.[05:10] Why customers don't buy on price alone. It's an experience which is why it's important to understand what customer experience is.[06:42] What she means by an unexpected experience that makes you love a brand.[09:15] Stacy believes that the customer experience is in your control.[10:02] You create a customer journey map by walking in the customer's shoes and then you see what your customers are experiencing.[13:13] The more diversity has a place in your business, the more your employees will want to go above and beyond, even when the boss isn't looking.[15:20] Why CX is so important.[20:59] Her connection to the furniture industry.[23:59] We discuss Clubhouse and what she feels about it.[27:50] Sid talks about finding his people on Real Talk Podcasting.[29:35] Traditional selling is dead and relationship making is real and it's happening.[32:52] My take away is if you don't have a CX strategy, build one.[35:42] Thank you for being on the show!Links & Resources: 2020 ConnectINDEALConnect with Stacy:Doing CX RightDoing CX Right PodcastStacy on LinkedInStacy on TwitterStacy on InstagramStacy on YouTubeConnect with Sid:www.sidmeadows.comEmbark CCT on FacebookSid on LinkedInSid on InstagramSid on YouTubeSid on Clubhouse - @sidmeadowsToday's episode is brought to you by 2020 Connect. Please join them from June 14 thru the 17th for a free virtual event that will help you transform your business. You can register at www.2020spaces.com/2020connect.The Trend Report is proudly sponsored by INDEAL. Partners in progress in the commercial interiors industry. To learn more about INDEAL, please visit their website at https://www.indeal.org/The Trend Report introduction music is provided by: Werq by Kevin MacLeod Link: https://incompetech.filmmusic.io/song/4616-werq License: http://creativecommons.org/licenses/by/4.0/

https://youtu.be/rxw9f-JCJiw Stacy Sherman is the founder and owner of Doing CX Right, a company devoted to refining customer experience and employee engagement. She is also the head of customer experience at Schindler Elevator and a customer experience advisory board member for leading colleges including the University of Richmond. We discuss why customer experience is crucial for business success and how leaders can improve customer satisfaction through employee engagement.    --- Engage Customers and Employees With Stacy Sherman Our guest is Stacy Sherman, who is the founder and owner of Doing CX Right, a company that helps business owners get satisfied customers and engaged employees. Stacy is also the head of customer experience or CX at Schindler Elevator Corporation, deploying CX across 60 field offices all over the country. Previously, she was the CX and culture leader for Verizon, as well as doing digital marketing there. And she's a blogger, a speaker, writer with Forbes, and CX advisory board member for leading colleges, including our very own Richmond, University of Richmond here in Richmond. So welcome to the show, Stacy. Thank you, very happy to be here. So awesome to have you. So tell me a little bit about this whole CX expertise. So how does one become a CX expert? How did you get here? Well, how I got here is different than today. I got here by mistake in 2013. Today, it would be much more intentional and methodical. So what I mean by that is when I was working, my career has always been sales and marketing. And what happened was back in 2013, there's always been customer service. That's been forever. But that's not customer experience. It's one piece of customer experience. So customer service is when people need help. And that's very important for brand reputation and keeping customers happy. But customer experience is where you're looking at an entire customer journey and really understanding the experiences of how people buy and learn and get their product or service and pay their bill, right? All these are examples of their journey. So I fell into it because when I was doing my marketing job, the company at the time well, we want you to own customer experience and this thing called voice of customer. We really want you listening to the customer and then help us define products, solutions, market messaging. So I figured it out in a more disciplined way and continued that momentum and fell in love with increasing satisfaction among customers and also employees, because happy employee leads to a happy customer. They pay it forward. Customer experience is where you're looking at an entire customer journey and really understanding the experiences of how people buy and learn and get their product or service and pay their bill.Share on X That's true. I'd like to understand it a little bit more. So how do you figure out the voice of the customer? Is the customer speaking to you? I mean, how do you get that voice and then what does it mean? Do you speak with the voice of the customer or you speak with a voice that's credible to the customer? So what's the thought process behind it? Love that question. So the answer is there's formal structured ways that people know surveys. You want to know something, you send a survey. That's a structured way of getting qualitative feedback and quantitative feedback. But there's also unstructured. So there is the social media, there's ratings and review sites, there's people that come to your website and they fill out a form. So the role of a CX practitioner is to take all those sources of solicited and unsolicited feedback, bring it together, really understand what are the customers telling you, where are their struggles, where's friction, and where are you doing it right? And then you take that and you work with your departments, even if you're a small little company, you take the feedback and you share it with the different owners. Finance,

Stacy Sherman is the founder and owner of Doing CX Right, a company devoted to refining customer experience and employee engagement. She is also the head of customer experience at Schindler Elevator and a customer experience advisory board member for leading colleges including the University of Richmond. We discuss why customer experience is crucial for business success and how leaders can improve customer satisfaction through employee engagement.    Timestamps [01:15] How to become a customer experience expert [03:04] Defining customer voice [04:45] How to turn your customer's voice into a customer journey map [06:11] The process of understanding customer needs [09:20] Humanizing a business and why it's important [10:51] How to balance automation and human involvement throughout a customer's journey [13:45] How to humanize your employee experience [16:30] Defining ‘leading from the heart' and how it can be scaled [19:00] Stacy's take on the ideal employee journey [21:20] The relationship between engaged employees and customer satisfaction [23:20] How to measure and improve employee satisfaction [26:10] The main focus points on how to boost customer experience in your business [28:25] Utilizing customer feedback to better customer experience [32:10] Why modern companies can't afford to ignore customer experience Links and Resources Stacy's LinkedIn Stacy's Website Stacy's Twitter Steve's website Steve's new book https://StevePreda.com

It's time to humanize business. Both customer experience and employee experience really just provide the metrics for how human your business is. If your employees don't do the right thing for the customer because they're human, you've got the wrong people. In this episode, I interview Stacy Sherman, head of employee experience and CX at Schindler Elevator Corporation and founder of Doing CX Right, about tying customer experience to employee experience. What we talked about: International Day of People with Disabilities How to get leaders on board with tying CX to employee metrics CX and MX metrics — what they really are Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Stacy Sherman is a CX Expert, Speaker, Author and a Mentor. She is humanising businesses and differentiating brands beyond price. As the founder of Doing CX Right, her goal is to improve customer and employee experience. --- Send in a voice message: https://anchor.fm/askdpros-business-podcast/message