Doing Customer & Employee Experience Right

Doing Customer & Employee Experience Right

There’s No Reason To Ever Have Bad Experiences...as a customer, employee, patient, boss, etc. Stacy Sherman launched the Doing CX Right podcast to help you STOP negative experiences and PREVENT them from happening for better outcomes. Besides sharing proven Heart & Science™ framework, she's also bringing you well-known authors and innovative leaders who provide actionable tips that you can easily apply wherever your work. While you’ll hear tons of business success strategies, every episode includes personal stories, challenges overcome, and lessons learned to inspire you to show up as your best self and create meaningful experiences for others. We have a lot to learn together. About Stacy Sherman: Award-winning customer experience and marketing keynote speaker, journalist, author, and advisor. View Stacy's bio, blog, videos, Forbes articles, and more at DoingCXRight.com

Episodes

May 21, 2023 29 mins

Stacy Sherman and Dr. Joerg Storm, Digital Transformation Leader, discuss the power of digitalization on customer experiences. You'll hear the proven success strategies for setting clear goals, making informed technology investments, and truly understanding customer needs to enhance experiences. They dive deep into emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, and provide real-world e...

Mark as Played

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...

Mark as Played

Are you a business leader seeking better ways to retain customers fueled by trusted employees? Are you struggling to create a culture of trust in your business? Host Stacy Sherman and Joe Folkman, a leadership expert, explain how to achieve goals based on three pillars of the "Trust Trifecta." You'll hear helpful insights on cultivating strong relationships and repairing trust when it's been broken. Without trust, there's no way to...

Mark as Played

Digital transformation is affecting how we provide customer experiences in new ways. You may be wondering about how we co-exist with AI robots. Will there be more collaboration between the two in the future or competition? Will emerging technology lead to job displacement and/or new job opportunities?What is the future of work, or is the future now as we’re already using wearable devices, blockchain, Chat GPT, and more? Marcell Vol...

Mark as Played

Are you struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactly what to do. Customer experience expert, Stacy Sherman sits down with Brittany Hodak, award-winning entrepreneur, and author, to discuss the five essential elements of creating superfans. Drawing on her experience working with big brands like Walmart and Disney, as well as performers...

Mark as Played

If you are looking for proven strategies to start an innovative business, grow and disrupt any industry, then this episode is for you. Host Stacy Sherman speaks to entrepreneur Zach Picon, co-owner of Crewfair, who is redefining the travel industry with customer experience at the forefront. Zach and his partners figured out a way to gain a competitive advantage, starting with discovering buyer needs and solving real gaps in the mar...

Mark as Played

Are you struggling to build a successful, sustainable business that truly puts the customer first? Do you want to transform your business culture & deliver exceptional customer service experiences as a brand differentiator in today's competitive market? If yes, then you'll learn a lot from this episode.

Stacy Sherman sits down with entrepreneur Marcus Kohnlein, who has built multiple successful customer-centric businesses from scra...

Mark as Played

What is generative artificial intelligence, or AI for short? How can we leverage AI in business to enhance customer experiences and service agents to be more efficient while maintaining empathetic human interactions? 

Stacy Sherman and Even Kirstel, an expert analyst in disruptive technologies w/ 550K followers, answer these questions and much more to help you achieve business success as technology is chan...

Mark as Played

In a world where people are experiencing disruptions, some forced and others by choice, a common question is, what's next? Stacy Sherman sits down with bestselling author and Wallstreet Journalist Joanne Lipman to discuss the topic of reinvention and transformation with concrete steps for business and personal growth. You'll hear insights and actionable tips from research and case studies to know when it's the right time for a chan...

Mark as Played

Do your work teams seem disengaged? Are you looking for simple impactful ways to enhance your company culture? Stacy Sherman and guest Tia Graham, an expert on positive psychology, discuss eight steps for creating a workplace of happy leadership that elevates employee engagement and drives bottom-line results. You'll hear fascinating research and learn how investing in relationships can lead to greater success than focusing on comp...

Mark as Played

Your voice matters! Whether you're a new employee trying to make a good impression or a seasoned professional looking to make a difference, having a confident voice is essential to getting what you want for ongoing success. For many people, speaking up is intimidating. You might worry about being judged or feel you have nothing valuable to contribute. Yet, you have something to offer, and your perspective and experiences are valuab...

Mark as Played

Stacy Sherman and featured guest Brian Solis, VP of Global Innovation at Salesforce and a best-selling author and futurist, provide valuable insights into leveraging AI and related technology without losing the human element. They discuss the importance of customer-centric approaches to CX and emerging trends in the world of work. Additionally, you'll hear about Brian's latest book, Life Scale, which offers pra...

Mark as Played

What makes shows like Saturday Night Live and Late Night with Seth Meyers have consistently loyal fans week after week? What can show business teach corporate leaders and entrepreneurs about gaining and keeping long-term customers?

Stacy Sherman interviews Wally Feresten, who has worked at these shows for a long time. You'll hear fascinating stories and important lessons from behind the scenes. They dive d...

Mark as Played

Want to know how to create addictive products that keep customers coming back for more? Listen to this episode as Stacy Sherman interviews Nir Eyal, a behavioral design expert. They discuss his revolutionary Hook Model, revealing ways businesses can tap into human emotions to influence buyer behavior and make customers loyal to their brand. Plus the impacts of artificial intelligence (AI) on the model and staying ethical while usin...

Mark as Played

How is technology changing the customer service industry and what does the future hold for traditional contact centers?

Listen to Stacy Sherman and guest Peter Ryan, leading experts on customer experience, as they explore the latest developments in emerging delivery models, such as nearshore and offshore locations, remote work, and gig CX.

In this episode, they share real-life examples of companies doing customer service right and ...

Mark as Played

What is the role of Marketing in the digital world?  How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It's about telling stories, building brands, and creating intentional journeys for customers. Additional topics include the c...

Mark as Played

What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric brands leverage OKRs and Agile processes to improve revenue, profitability, and customer loyalty. You may be wondering, what is an OKR? Why is there so much hype about Agile frameworks? Customer experience expert Stac...

Mark as Played

Regret is an intense human emotion that can be experienced when we have made a mistake or missed an opportunity. Regret often brings feelings of guilt, remorse, or shame. While regret can be unpleasant, it can also serve as a powerful motivator for change and improvement in and out of the work environment.

In this episode of Doing CX Right, Stacy Sherman and Daniel H. Pink, the author of five New York Times bestsellers, explain the...

Mark as Played

Workplace flexibility is no longer a nice benefit. It’s an expectation employees have when choosing a company to work for, stay with, and recommend. But what does flexibility really mean? Traditionally people refer to flexibility as WHERE they work, yet it's also about WHEN too. 

Stacy Sherman and Brian Elliott, Author, SVP at Slack, and Executive Leader of Futu...

Mark as Played

Stacy Sherman and Mark Schaefer, author of multiple best-selling books, discuss the revolutionary power of CX (customer experience), social media, and influence marketing. We're on the cusp of a revolution and can achieve breakthrough results by doing these right. Show topics include:

  • Definition of influencer marketing
  • Role of technology in influencer marketing
  • The ROI- ...
Mark as Played

Popular Podcasts

    Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations.

    Crime Junkie

    If you can never get enough true crime... Congratulations, you’ve found your people.

    CounterClock

    In order to tell the story of a crime, you have to turn back time. Every season, Investigative journalist Delia D'Ambra digs deep into a mind-bending mystery with the hopes of reigniting interest in a decades old homicide case.

    Morbid

    It’s a lighthearted nightmare in here, weirdos! Morbid is a true crime, creepy history and all things spooky podcast hosted by an autopsy technician and a hairstylist. Join us for a heavy dose of research with a dash of comedy thrown in for flavor.

    20/20

    Unforgettable true crime mysteries, exclusive newsmaker interviews, hard-hitting investigative reports and in-depth coverage of high profile stories.

Advertise With Us

For You

    Music, radio and podcasts, all free. Listen online or download the iHeart App.

    Connect

    © 2023 iHeartMedia, Inc.