Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

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 In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset.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...

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,...

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 collabo...

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 t...

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...

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 r...

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...

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 ca...

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 e...

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 ident...

Is your business struggling to maintain predictable growth in today's chaotic market? Stacy Sherman and Aaron Ross explain why the old sales and marketing strategies no longer work in a world shaped by AI, shifting buyer behaviors, and constant change. "Business as usual" isn't just outdated—it's ineffective. In this show, you'll learn how to build predictable revenue by strengthening customer rel...

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 revol...

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,...

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...

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...

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...

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, an...

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...

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 unpredicta...

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 pitfa...

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 ex...

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 cus...

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 ga...

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 c...

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...