Customer experience loyalty scores have been declining for years, and only 26 percent of companies improved in 2026. Rick Parrish from Forrester joins Stacy Sherman to explain why scores fell, what the companies that improved did differently, and how to get your executives to fund the same changes.
Many companies overlook the international Customer Experience (CX) Day and Customer Service Week, two dates dedicated to celebrating the people who create great experiences. CX strategist Stacy Sherman, who spent 25 years working across industries, shares how she grew a small initiative into an annual tradition. In this episode of Doing CX Right®, discover 8 low-cost ways to recognize employees, thank your best customers, and keep that appreciation going long after the dates pass.
Cybersecurity expert John Sileo, who lost his entire net worth to identity theft, reveals how he hacked Stacy Sherman’s phone in under three minutes. In this episode of Doing CX Right®, discover how to shield your company from AI deepfake threats, $25M video scams, and the single “BS Reflex” your team needs to protect customer trust.
Frictionless has become a strategic necessity. What does that mean? Why care? Stacy Sherman speaks with brilliant guest Bill Price to share answers and simple steps to remove customer pain points. There is a right way!
CX Day and Customer Service Week are celebrated nationally every October. Learn practical ways Greg Melia and Stacy Sherman recommend to celebrate customers, employees, and agents for better business results.
Customer retention is never guaranteed, no matter how long a company has gone without real competition. Michelle Musgrove joins Stacy Sherman’s Doing CX Right® podcast to explain how she builds the internal case for CX investment before a competitor forces the issue and closes the loyalty gap along the way
Learn how agentic AI helps your business anticipate customer needs, personalize service, and improve results, using IBM’s proven approach. Listen to Stacy Sherman and Pierre Charchaflian on Doing CX RIght podcast now.
Learn how to build customer loyalty programs that retain buyers, grow revenue per customer & earn C-suite investment with measurable results. Stacy Sherman and Martin Villanueva
at Ikea share actionable strategies you can immediately apply at your workplace.
Most leaders track NPS and C-SAT but overlook the one metric that predicts whether customers return, refer others, and forgive mistakes more reliably than both. Stacy Sherman and Isabelle Zdatny at Qualtrics XM Institute go deep into the research and what leaders must do now to build lasting loyalty and revenue.
Learn how to get skeptical buyers to say yes, return and refer other customers, and why data alone is not what drives their decision. Listen to the Doing CX Right℠ podcast now.
