Doing Customer & Employee Experience Right

Most leaders assume their customers won't leave as long as the price is fair and the service works. Michelle Musgrove of Washington Gas and I agree that is a dangerous assumption. A customer with no other option is not the same as a loyal one. Confuse the two: the process keeps serving the company instead of the customer, nobody follows up directly, and the first real alternative wins them over. So what separates the c...

Most companies think investing in the latest technology will set them apart. While AI handles simple, routine inquiries, Nate Spears of ClearSource explains why software alone fails to deliver: everyone now has access to the exact same tools. As automation takes over basic tasks, frontline agents are left to manage complex, stressful customer interactions that require genuine human skill.

What can you do to be an unforgettable company that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?"

In this episode of Doing CX Right®, host Stacy Sherman talks with Jeanne Bliss about these topics, including the value of goal mapping versus journey mapping to be an unforgettable customer-centric company, workforce tren...

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 CX expert David Singer, ...

Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you need motivation and practical strategies to refresh and refuel your customer service approach?

In this episode of Doing CX Right, host Stacy Sherman is joined by Speaker Hall of Famer Laurie Guest. Together, they unpack the concept of "service fatigue" and its damaging ripple effects across the customer journe...

Most companies are rushing to layer AI onto customer operations without fixing what sits underneath. Deb Ashton of Certinia says that's the wrong order. When sales, delivery, finance, and customer success work from separate systems with different views of the same customer, AI doesn't close those gaps; it amplifies them. Clients feel the disconnect as friction: repeating themselves across departments, getting inconsistent answers,...

What does it take to create extraordinary experiences that make customers happier and tell others?

Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relat...

Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gon...

Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations.

You'll gain insights to foster a work environme...

Most companies are rushing to deploy AI faster than their competitors. Alvin Stokes of Princess Cruises says that is exactly the wrong instinct. Speed without emotional intelligence does not create better guest experiences. It creates tools your frontline team will not use, prototypes your customers will not trust, and revenue you will not recover. Alvin has spent two years inside one of the most guest-focused industri...

Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave witho...

Your contact center agents are not the only people responsible for your customer experience. Every person in your company who touches a product, a process, or a decision is shaping how your customer feels about your brand, whether they realize it or not. Chris Morrissey, General Manager of Customer Experience at Zoom, calls this horizontal CX, and it starts with one question every leader should be asking every employee...

Most loyalty programs are designed around rewards: points and discounts that give customers a reason to return. That design produces a specific problem. When the incentive expires or another brand matches it, the customer accepts the offer and does not return.

The companies that retain customers year over year treat loyalty as a relationship, not a transaction. Most companies have not made that shift yet.

Imagine you are enjoying dinner at a high-end restaurant, almost finished with the appetizer, when you notice a long strand of hair mixed into the food. What would you expect the restaurant to do?

Well, this really happened.

In this solo episode of Doing CX Right, host Stacy Sherman shares that experience, plus a second restaurant mistake that led to a very different outcome. Both businesses h...