Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while maintaining human connections. They share perspectives on recognizing individuals, transitioning from corporate to a customer-centric small business, and enhancing customer service through emerging tech without sacrificing personalization. Doing CX Right doesn't require a massive budget; it's about mastering the fundamentals for significant impact. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.

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. That is exactly what you'll hear in this episode of Doing CX Right℠, where host Stacy Sherman and featured guest Jennifer Lee, President and Co-CEO of IntraDiem, discuss why employee well-being is central to service quality, customer loyalty, and smarter leadership decisions. In this episode, you'll learn: Which employee behaviors can signal rising burnout Why short resets can improve the next interaction How real-time intervention affects business outcomes Where AI adds value inside the employee workflow What determines the right moment to escalate to a person Why frontline observation leads to better leadership decisions If your goal is to improve quality, retain valuable employees, and make smarter CX decisions, this episode will give you practical direction you can use right away. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.

Did you know that AI is now reading your customer reviews, your public responses, and the sentiment around your brand to help buyers decide whether to trust your business? That means you need to pay attention to what customers are saying publicly and how your company responds, because those signals are shaping reputation, buying decisions, and future revenue before a prospect ever contacts you. In this solo episode of Doing CX Right®, Stacy Sherman shares 3 actionable lessons business leaders can use to protect revenue, avoid losing profitable customers, and improve the likelihood that their brand gets recommended by AI platforms. In this episode, you'll learn: How to use customer reviews more strategically What your public responses are really communicating Why review strategy now matters far beyond reputation What creates risk when your business has too many negative reviews or none at all How customer expectations and emotions shape public feedback What leaders need to do to strengthen how their brand is perceived online and by AI tools If your goal is to protect revenue, strengthen brand reputation, and know exactly where to focus, this episode will be very valuable and enable you to make an impact immediately wherever you work. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Why do customers trust a 4.5 star rating more than a perfect 5? What is AI actually using to decide which businesses to recommend, and is your company showing up in those answers? Both questions come down to your reviews and what your business does when there is negative feedback. Most leaders ask how to delete bad customer reviews. They cannot. What they can do is respond within 24 hours, fix the root cause, and invite every customer to review, not just the happy ones. The businesses that build customer trust consistently are the ones AI recommends, and buyers consistently choose. In this episode of Doing CX Right®, Stacy Sherman speaks with Alicia Skubick, Chief Customer Officer at Trustpilot, the world's largest independent customer feedback platform. You will learn how to: Turn bad online reviews into clear actions that improve the business Respond quickly in ways that strengthen credibility and build customer trust Use customer feedback to find root causes across teams Develop trust over time through consistent actions Adjust to AI search, where reviews influence visibility and decisions Whether you lead a retail business, a financial services firm, or a service organization, this conversation will change how you think about every bad customer review you receive. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

How do you get skeptical buyers to choose your products and services over competitors? What does it actually take to earn trust from people who question everything before making a decision? Here is what most leaders get wrong: they assume that scientists, data-driven professionals, and analytical thinkers make decisions based purely on logic. The research says otherwise. Even in the most technical industries, something else is driving the final call. And once you understand what it is, it changes how you approach sales, marketing, and customer experience entirely. In this episode of Doing CX Right®, Stacy Sherman sits down with Andrew Bertera, a scientist-turned-marketing leader at New England Biolabs, to explore what actually moves skeptical buyers from hesitation to commitment. Stacy also shares the results of a LinkedIn poll she conducted, asking business leaders in complex buying cycles, life sciences, technology, and manufacturing, what most often prevents a purchase decision from moving forward. The answer surprised people. Listen to find out what it was and why it matters for your business, even if you are nowhere near the life sciences industry. In this conversation, you will learn: Why are the most analytical buyers not as logic-driven as you think How to turn skepticism into curiosity without overpromising What role do peer validation and credible data play in building trust How to design moments in the customer journey that reduce friction and increase confidence Why a consistent brand experience across marketing, sales, and service determines whether a skeptical buyer stays or leaves How structured and informal feedback loops keep you ahead of what customers actually need The conversation is grounded in life sciences, but the principles apply to any business working to win over careful, skeptical buyers and build loyalty that lasts. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

What's the best leadership advice you've ever received or given? In this special episode, host Stacy Sherman brings together 30 accomplished women leaders from across industries to share their valuable wisdom with you. Perfect timing for March and International Women's Day, though leadership insights are timeless no matter when you're listening. From Wall Street traders to customer experience executives, bestselling authors to Fortune 500 leaders, you'll hear accomplished women reveal the insights that helped them navigate challenges, break barriers, and build successful careers. In this episode, you'll learn: • Why believing in yourself is the foundation of all leadership success • How to lead with authenticity without conforming to outdated expectations • The power of "both/and" thinking instead of either/or trade-offs • Why clarity is kindness when giving difficult feedback • How to be direct and compassionate simultaneously • The importance of surrounding yourself with people better than you • Why focusing on the good makes problems shrink • How to balance employee and customer needs without choosing sides • The courage to ask for what you want (because "all they can do is say no") • Why passion is your competitive differentiator Featured Leaders (in order of appearance): • [0:00 - 4:59] Stacy Sherman (Host) - Opens women's leadership topic; shares mom's story & personal advice [1:50 - 4:52] • [4:59 - 5:38] Laurie Guest - Hiring people better than you • [5:38 - 6:24] Lisa Oswald - Personal power & agency • [6:24 - 6:59] Brittany Hodak - Employee experience equals customer experience • [6:59 - 8:17] Michelle Musgrove - Authenticity in leadership • [8:17 - 8:40] Sylvie di Giusto - Choose to be unique • [8:40 - 9:42] Katie Webb - Never lose passion; be the energy you want • [9:42 - 11:02] Eileen Brenner (Stacy's Mom) - Believe in yourself first; take chances • [11:02 - 11:27] Jeanne Bliss - Customer experience leadership • [11:27 - 11:56] Lisa Ford - Be the role model • [11:56 - 12:21] Jackie Yeaney - Make positive impact • [12:21 - 12:59] Wendy Smith - Both/and thinking • [12:59 - 13:07] Cindy Gallop - Leaders put people first • [13:07 - 13:34] Blake Morgan - Every day is a choice • [13:34 - 13:52] Marcey Rader - Hierarchy & boundaries • [13:52 - 14:07] Jacqui Brassey - Work with people you enjoy • [14:07 - 14:51] Sharon Weinstein - Same sheet music • [14:51 - 15:12] Miya Gray - Listen & be open • [15:12 - 15:28] Catherine Sugarbroad - Be fearless • [15:28 - 15:46] Annette Franz - Can't force people to care • [15:46 - 16:09] Nicole Donnelly - All they can do is say no • [16:09 - 17:04] Vannessa LeBoss - Nothing without us • [17:04 - 17:54] Dr. Monica Amadio - Focus on the good • [17:54 - 18:04] Kate Bradley Chernis - Leave silence • [18:04 - 18:49] Joanne Lipman - Side hustles matter • [18:49 - 19:27] Tia Graham - Lead with heart; coach in the moment • [19:27 - 19:49] Cynthia James - Never compromise truth • [19:49 - 21:18] Leslie O'Flahavan - Candor, courage, and kindness in leadership communication • [21:18 - 22:26] Lauren Herring - Focus on the why • [22:26 - 23:06] Madalyn Sklar - Listening is important • [23:06 - 23:30] Vicki Brackett - Be proactive • [23:30 - 23:42] Kerry Bodine - Clear desk, clear mind • [23:42 - 24:49] Tiffani Bova - Balance employee & customer needs • [24:49 - 25:55] Jennifer Lee - Clarity is kindness; compassionate candor Whether you're an aspiring leader, a seasoned executive, or somewhere in between, this episode offers actionable wisdom you can apply immediately to advance your career and lead with greater impact. If you're looking for a speaker at your next event, a content partner, or someone to ensure your team is Doing CX Right for better results, contact Stacy Sherman at https://DoingCXRight.com

As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand. Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business. You'll learn how to: Detect patterns and warning signs before escalations escalate Build repeatable processes and escalation playbooks that drive consistency and ownership Design intentional customer journeys that anticipate issues and close feedback loops Align teams across departments to resolve root causes, not just symptoms Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them. In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant. Stacy shares practical ways to drive real customer loyalty: Identify why "nothing went wrong" isn't enough to create memorable experiences Ask questions that reveal what customers truly value Measure behavior: repurchase, renewal, and referral rates instead of opinion scores Redesign onboarding and service touchpoints so customers feel supported, not lost CSAT isn't useless, but it measures baseline competence, not competitive advantage. Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

As companies adopt AI to increase efficiency, they often implement technology before fully understanding their business processes. That blind spot creates tension between IT and customer-facing teams, weakens service quality, and limits profitable growth. In this episode of Doing CX Right®, Stacy Sherman examines this issue through a customer experience lens, sharing her expert perspective on why operational clarity must come before automation. She talks with Eric Skeens, CEO of Three Tree Tech, about how one company increased revenue by $1M using AI strategically, without adding headcount and while keeping service personal. You'll learn how to identify the right moments for AI integration and protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at DoingCXRight.com. Book time with Stacy through this link.

What's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost both your business growth and your personal development. You'll hear powerful lessons from leaders like Seth Godin, Daniel Pink, Jeanne Bliss, Fred Reichheld, Shep Hyken, Daniel Goleman, Mark Schaefer, and many others. Their brief insights here reveal the advice that shaped their success and their approach to supporting every person on their team. Inside this special episode, you'll gain The crucial mindset shift that catalyzed their biggest career growth. The essential principles they pass on to rising talent. The game-changing perspective they wish they had adopted sooner. The practical steps they use daily to create a supportive team environment. There are countless more actionable strategies shared beyond this show! While this episode is packed with wisdom, the full stories and in-depth advice are in the past 199 shows. Listen and take notes, as you'll find incredible wisdom you can apply today. Also, subscribe on your favorite channel to get notified of NEW episodes that will give you even MORE strategies to elevate your business and personal career too! This episode is also available to watch on YouTube Featured guests in this episode: Listed in the order they appear so you can follow the voices as you listen. Seth Godin • Shep Hyken • Daniel Pink • Wally Feresten • Jay Baer • Fred Reichheld • Rob Markey • Bob Burg • Greg McKeown • Eileen Brenner • Sam Brenner • David Avrin • Mark Sanborn • Brittany Hodak • Joe Calloway • David Singer • Jeannie Walters • Colin Shaw • Kerry Bodine • Jeanne Bliss • Lisa Ford • Mark Schaefer • Joe Pine • Bill Price • Katie Webb • Brian Elliott • Scott McKain • Jackie Yeaney • Josh Bersin • Tiffani Bova • Wendy Smith • Stephen Shedletzky • Sylvie di Giusto • Bill Staikos • Neal Schaffer • Daniel Goleman • Patrick McCullough • Dennis Snow • Neil Hoyne • Simon T. Bailey • Mauro Porcini • Laurie Guest • Cindy Gallop • Zach Picon • Nir Eyal • Sean Albertson • Neal Topf • David Allen • Blake Morgan • Marcey Rader • Michael B. White • Max Ball • David Wachs • Sean Hawkins • Jacqui Brassey • Michael Brenner • Sharon Weinstein • Miya Gray • Joel Block • Mark Stern • Catherine Sugarbroad • Dave Seaton • Jon Picoult • Greg Kihlström • Eric Skeens • Ryan Estis • Ian Golding • Jeff Toister • Matt Dixon • Annette Franz • Stan Phelps • Jim Tincher • Joey Coleman • Dan Gingiss • Miika Mäkitalo • Greg Melia Resources & Next Steps Get Insider Strategies: Subscribe to Doing CX Right newsletter for proven, actionable insights you can't get anywhere else. Book a Call: Schedule personalized time with Stacy Sherman.

(Episode Previously Recorded LIVE & IN-PERSON) What's it like to be your customer? What if that customer can't hear? When support systems are built only on spoken instructions and sound prompts, they fail customers immediately. This systemic barrier exists across the entire customer journey, preventing critical tasks like changing a flight itinerary or correcting a fraudulent charge. This failure generates costly, repeated struggles for help, driving up operational costs and causing the loss of a valuable customer segment. Accessible customer experience is a required business standard, not a siloed department. You have far more customers with different abilities than you realize, and you are missing their business because the existing experience creates a massive, unnecessary barrier. As Craig Radford notes, current systems make "being deaf a full-time job." Stacy Sherman talks to both Vannessa LeBoss and Craig Radford (who is deaf) of 360 Direct Access about converting accessibility across the entire experience into a measurable business advantage. From listening to this episode, you will learn how to: Decrease call time by 42%: Implement direct, video-based ASL support to lower operational expenses and time. Capture a $3 trillion market: Build loyalty by creating truly equitable experiences for the deaf community. Prevent errors: Use AI for sign language recognition to accurately capture critical data and stop costly mistakes. Fix process flaws: Recognize that ASL is a visual language entirely distinct from English, preventing customers from being trapped in automated menu loops. Manage risk: Ensure compliance with accessibility requirements (ADA, etc.). Listen now and change how you think and DO CX RIGHT. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Many leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertain about priorities. When leaders ignore those signals, communication erodes, decision quality declines, and customers experience preventable mistakes and service failures. In this episode of Doing CX Right®, Stacy Sherman talks with Kristen Kavanaugh, a former U.S. Marine Corps officer and Tesla culture executive, about how courageous leadership turns fear into insight and action. Kristen shares what she learned from leading Marines in high-stakes missions and from developing leaders inside Tesla's fast-moving production environment. She explains how confronting fear directly, whether in military operations or corporate transformation, builds discipline, transparency, and faster, more confident decisions that protect both employees and customers. From listening to this episode, you will learn how to: Identify behaviors that show fear is influencing team performance Use emotional data to uncover leadership and operational risks before they reach customers Practice courageous leadership that encourages honesty and customer accountability Replace avoidance with structured communication that drives faster resolution Apply proven methods from Tesla and the military to enhance results under pressure Listen now to hear why emotions are not a side effect of business; they are the business and shapes every decision, every interaction, and every outcome. As Stacy Sherman says: "Emotions are the experience, and matters FAR more than you think.™" Learn more at DoingCXRight.com. Book time with Stacy through this link.

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around the world. Together, they explore what millions of quick taps reveal about how customers really feel and what most companies miss after collecting the data. What if the frustration at a self-checkout, an empty shelf, or a dirty bathroom was worth millions in lost loyalty? What if the real problem isn't feedback fatigue, but leadership inaction? And what happens when teams are rewarded for listening instead of guessing? It's a conversation that might change the way you think about every small moment a customer decides whether to come back, refer or not! Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Schedule time with Stacy here.

As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay competitive. In this episode of Doing CX Right®, Stacy Sherman talks to Michael Nguyen, who leads Customer Intelligence at Enterpret and has held key roles at Asana and Figma, about how to turn customer complaints into opportunities for loyalty and profitable growth. You'll learn how modern feedback systems and AI reveal patterns in what customers think and feel, which enables leaders to make smarter, faster business decisions. Michael shares examples from companies he works with, like Canva, that show how "closing the loop" by listening, responding, and learning from every customer drives measurable impact. Listen now to discover proven ways to transform customer pain into your most powerful driver of innovation and success. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turning customer insights into lasting loyalty. Hoyne explains why companies shouldn't expect commitment after a single purchase—you wouldn't propose on the first date—and how using data to identify high-value customers and personalize their experiences leads to stronger relationships and measurable, long-term growth. Learn more at DoingCXRight.com and subscribe to Newsletter for more actionable strategies. Book time with Stacy Shermamn here.

Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills. Learn more about gaining a competitive edge through an experience mindset at DoingCXRight.com/podcast Book time with Stacy here.

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you're hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over. Featuring insights from Greg Melia, CEO of CXPA, who shares how CX Day began and why it's become a global movement honoring everyone who delivers exceptional experiences. Learn more at DoingCXRight.com. Book time with Stacy here.

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told "emotion is a soft skill" by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like Hallmark Business Connections translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you'll see why emotion isn't a soft skill; it's the new currency of customer experience and the most strategic advantage your business has. Learn more at DoingCXRight.com. Book time with Stacy Sherman through this link. Listen to HBC full episode here

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit DoingCXRight.com. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI. Learn more at DoingCXRight.com. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.