Jun 9, 2026

Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday’s version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That...

Jun 2, 2026

Your contact center agents are not the only people responsible for your customer experience. Every person in your company who touches a product, a process, or a decision is shaping how your customer feels about your brand, whether they realize it or not. Chris Morrissey, General Manager of Customer Experience at Zoom,...

May 19, 2026

Most loyalty programs are designed around rewards: points and discounts that give customers a reason to return. That design produces a specific problem. When the incentive expires or another brand matches it, the customer accepts the offer and does not return.

The companies that retain customers year over year treat...

May 5, 2026

Imagine you are enjoying dinner at a high-end restaurant, almost finished with the appetizer, when you notice a long strand of hair mixed into the food. What would you expect the restaurant to do?

Well, this really happened.

In this solo episode of Doing CX Right, host Stacy Sherman shares that experience, plus a second...

Apr 28, 2026

Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right.

Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain...