Doing Customer & Employee Experience Right

Your customer says they’re “satisfied.”
So why didn’t they come back?

Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT). 

She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects ...

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what’s going wrong and offer ...

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus cre...

Imagine if your business could create the same unforgettable experiences as Disney.

In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower you...

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Exp...

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn’t more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You’ll ...

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—b...

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 ...

Wondering how to move from customer success or service into a true customer experience leadership role—without needing a new title?

In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility...

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 f...

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 apa...

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-dep...

Are you measuring the right metrics, or are you stuck chasing short-term wins that don’t translate into lasting customer relationships?

Stacy Sherman sits down with Neil Hoyne, Google’s Chief Strategist and author of Converted, to discuss why businesses fail to truly understand their customers—and how to fix it. This episode breaks down practical ways to identify high-value customers, shift from transactional thinking to long-term ...

Most companies react to complaints after the damage is done. The best ones don’t just fix issues—they predict and prevent them.

In this episode, Stacy Sherman and Sid Banerjee, Medallia’s Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why tradi...

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 br...

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...

Can you raise prices without frustrating customers? Why do some companies strengthen their customer relationships after a price change while others drive people away?

Stacy Sherman, professional speaker, author, and CX advisor, brings a real-world example of a business that got it right—one you might not expect. Learn what separates brands that maintain trust from those that lose it and how you can apply the same approach to your o...

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 su...

Can your company thrive without adding headcount? 

One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must come before any tech implementation, how to identify the ...