Doing Customer eXperience Right‬ In The AI Era

Customer experience (CX) is a brand differentiator. By intentionally DOING CX RIGHT, you gain happy customers who continue to buy from your company and tell others. Applying CX best practices results in employee loyalty and advocacy too. Stacy Sherman, award-winning keynote speaker, author, and mentor is on a mission to inspire better human experiences so that REAL connections and satisfaction exist. It's why she's sharing her expertise as well as bringing global leaders and consumers together to provide actionable CX tips to support your success.

181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough

Jun 30, 2025

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and...

180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman

Jun 23, 2025

What does it mean to be 'hooked on customers?' How does it propel businesses into action?

Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of...

179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay)

Jun 16, 2025

Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn...

178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman

Jun 9, 2025

Your customer says they’re “satisfied.”
So why didn’t they come back?

Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).

She...

177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson

Jun 2, 2025

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering...