Doing Customer & Employee Experience Right

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...

Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right.

Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional connections that turn customers into vocal advocates. Plus,...

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 succe...

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 h...

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.

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