174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman
Update: 2025-05-05
Description
Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You’ll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
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