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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

38:52

210. A Better Way to Predict and Boost Customer...

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

2026/04/21

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

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19:56

209. Employee Burnout Is Ruining Customer Experience:...

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

2026/04/15

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

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28:30

208. Why Great Customer Experience Starts With...

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

2026/04/07

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

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16:47

207. Win New Customers By Appearing in AI Search...

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

2026/03/31

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

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23:39

206. How Bad Customer Reviews Actually Help You Build...

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

2026/03/24

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

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27:08

205. Overcome Buyer Skepticism: How To Boost Sales &...

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

2026/03/16

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

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26:23

204. Best Career and Leadership Advice from 30 Women...

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

2026/03/09

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

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26:08

203. How To Stop Costly Customer Escalations And Fix...

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

2026/03/03

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,

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10:32

202. Why "Satisfied" Customers Leave And How To Keep...

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

2026/02/25

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

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31:21

201. Revolutionize Customer Service with AI: How to...

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

2026/02/17

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,

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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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210 results

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