About Stacy Sherman 

Stacy Sherman #DoingCXRightStacy is known for expertise in designing & implementing successful Customer-Centric programs that differentiate Business (B2B) and Consumer (B2C) brands beyond price. Over the years, she’s been coaching individuals and leading teams to deploy best in class methodologies & closed-loop processes. She’s currently Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation (USA), where’s she contributing to record-breaking Net Promoter (NPS) results, Y/Y revenue growth & portfolio protection. Besides CX, Stacy’s led Digital Marketing & Website Conversion Optimization for reputable brands of all sizes & budgets including Verizon WirelessAT&T, Martha Stewart, ADPWilton and more. She’s produced multi-billion dollar sales while increasing customer satisfaction (C-Sat) and Effort scores within cost per acquisition targets.

SUMMARY OF EXPERTISE

  • Persona development. Journey mapping. Surveys. Concept validation & Prototype testing in pre+post product launch phases
  • Voice of Customer (VOC) & Employee (VOE) initiatives
  • Agency / Vendor Selection & Relationship Management (i.e. Medallia, ForeSee, Qualtrics, Verint, Adobe, Usertesting)
  • Branding & Traffic Generation (Social Media, Search, Display, Email+)
  • A/B & Multivariate (MVT) Testing. Analytics. eCommerce, Usability (UX)
  • Loyalty & Return Visitor Campaigns (Re-Marketing / Retargeting)
  • Building workplace customer-centric cultures

DEGREES AND CERTIFICATIONS

  • MBA, Marketing | Fairleigh Dickenson
  • BSBA, Marketing | American University
  • Big Data | Rutgers University | Rutgers (in process)
  • Customer Experience (CX) | Rutgers University
  • Customer-Centric Management & Design Thinking | Rutgers
  • Usability Analyst (CUA) | Human Factors (HFI)
  • Search Engine Optimization (SEO) | Ayima
  • Social Media Marketing | Rutgers

 ON A PERSONAL NOTE

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