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PODCAST

Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

Doing CX Right®‬

The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title

business marketing

All Episodes

48:12

Best Leadership Advice: 200th Doing CX Right Podcast...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/12/01

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

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34:09

199. Want Business Growth? Focus on the...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/11/17

(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

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26:32

198. What Fearless Leaders Know About Building Great...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/11/10

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

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23:31

197. CEO Who Proves Customer Feedback Is the Growth...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/11/03

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

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27:27

196. How To Turn Painful Customer Complaints Into...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/10/27

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

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31:54

195. Google’s Chief Strategist Reveals Powerful...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/10/20

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

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37:13

194. Gaining a Competitive Edge With An Experience...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/10/13

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

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11:16

193. Customer Service Week: How Top Companies Make It...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/10/06

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

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16:34

192. Emotion as Currency: The New ROI of Customer...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/09/29

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

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33:09

191. How to Build a Company Culture that Empowers...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/09/15

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

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29:02

190. Customer Service ROI - The Numbers Behind...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/09/08

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

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33:21

Advancing Customer Experiences Through IT Alignment |...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/09/01

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

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37:09

188. How to Drive Strategic Growth with Customer...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/08/25

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

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13:27

187. Why the 9-9-6 Workweek Trend in AI and Tech...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/08/18

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

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19:12

186. Customer Experience Vs. Marketing: Which One...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/08/11

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

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29:03

185. The Ripple Effect: How Employee Experience...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/08/04

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

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34:06

184. The Science of Loyalty: Measuring Trust in...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/07/21

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,

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14:53

183. The Best of Seth Godin on Doing CX Right®‬

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/07/14

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

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31:46

182. Breaking Company Silos: The Secret to Customer...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/07/07

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

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29:53

181. Dollars and Sentiment: Measuring the Real Value...

Doing Customer eXperience Right‬ In The AI Era |... ·

2025/06/30

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

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200 results

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