Doing Customer & Employee Experience Right
Stacy Sherman shares customer experience (CX) leadership best practices and interviews business experts to provide actionable tips so you gain a competitive advantage beyond price. You'll learn about leading effectively to retain engaged employees who deliver customer excellence, workforce trends, marketing, and experience management to succeed in a world run by human hearts and AI robots. It's all merging. We have a lot to learn together. Besides helping you thrive and innovate in business, you’ll also hear personal stories, challenges overcome, and lessons learned to inspire you to show up as your best self and create better experiences for others. You have a CX job, whether you realize it or not, so start Doing CX Right. About Stacy Sherman: Award-winning keynote speaker, podcaster, author, and advisor on a mission to inspire better customer experiences so that REAL loyalty, connections, and satisfaction exist globally. View Stacy's bio, blog, videos, Forbes articles, and more at DoingCXRight.com
Episodes
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...
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...
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...
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...
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...
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 ...
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...
72. "Stopping The Stupid" For Better Customer Experience Outcomes Over Outputs with Anthony Coppedge
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...
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...
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...
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- ...
Do you make dangerous assumptions and fall into the trap of thinking you know exactly what customers want, only to discover that your solutions are not resonating? Are people not buying or recommending enough? You can avoid this situation by applying user experience (UX) and customer experience (CX) best practices, which are not the same. In this episode, you'll...
We all face stressful situations. Some put out fires literally, like David Hollenbach who spent 23 years in public safety, while others do so figuratively in the workplace. David shares fireproof strategies to thrive through disruption, overcome limiting beliefs, create a plan for the future, and leave an intentional lega...
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 custom...
When was the last time you contacted customer service for help with a product or service? How did the conversation go? Was the agent empathetic and helpful, or did you get transferred around with no resolution? Stacy Sherman interviews Sean Hawkins, a seasoned leader with proven customer experience and contact center management expertise, to discuss what great CX looks like and how to intentionally empower agents to deliver custome...
What are your company values and beliefs? Is having fun intentional or an afterthought? How does having fun link to better customer experiences and brand loyalty?
Stacy Sherman and customer-centric business leader, Rick Bonds, answer these questions and more. You'll hear valuable examples that you can do to improve your workplace culture, employee engagement, and customer experiences. Small actions, like having fun in the workplace...
How customer service agents speak and write to customers can make or break a brand’s reputation. When communication goes wrong, people stop buying from brands, write unpleasant reviews and give bad survey ratings.
Stacy Sherman brings you Leslie O'Flahavan, LinkedIn instructor and owner of eWrite, to help you understand what Read more
How do you become an unforgettable brand 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?" Author Jeanne Bliss and Stacy Sherman discuss these topics, including the value of goal mapping versus journey mapping, workforce trends, and earning the right to customer driven-gr...
How hard is it to become your customer? What can we learn from brands that consistently achieve customer loyalty as well as employee advocacy too?
Stacy Sherman interviews Joseph Michelli, Ph.D., a certified customer experience professional and author of ten business books about companies he has worked with including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel and others. Stacy a...
Are you putting the customers at the center of your business? Would your clients say yes, if asked?
Stacy Sherman and Kerry Bodine discuss how to put the customer first and gain financial benefits by applying "Outside-In" tactics and doing journey mapping the right way.
You’ll gain valuable advice whether brand new to jour...
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