When experiences go wrong, customers escalate to executives and damage your brand in public. Stacy Sherman shares how to fix root causes fast—before they cost you revenue.
The Hidden Cost of Executive Escalations And How to End It
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Doing CX Right Blog
DoingCXRight® Podcast
Keeping Customer Support Human In An Automated World
Everyone says “Happy to Help” but few deliver. Stacy Sherman and Priscilla Brooke reveal proven tactics to build Human-Centered Customer Support and stand out in an AI-driven world.
AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI
AI voice agents are already on the front lines of customer experience — translating, troubleshooting, and learning from every call. But here’s the twist: the real ROI isn’t in automation. It’s in how you design the experience. Stacy Sherman and Richard Lin reveal the high-stakes decisions that turn voice AI from a cost-saver into a brand-builder.
Customer Experience Vs. Marketing: Which One Truly Drives Growth?
Marketing attracts customers, but customer experience keeps them coming back. Stacy Sherman and Nicole Donnelly explore how businesses can align Marketing and Customer Experience to drive loyalty, growth, and long-term success—without treating them as separate strategies.
Why Customers Love Nordstrom—Lessons For Every Business
What makes Nordstrom’s customer experience legendary—and how can your company do the same? Stacy Sherman and Robert Spector reveal the Nordstrom Way and how you can apply its timeless principles to create loyal customers and set the gold standard in CX.
Understand Your Customers Better: Data-Backed Ways to Build Relationships
Customers don’t just disappear—you lose them. In this podcast episode, Stacy Sherman and Neil Hoyne, Chief Strategist at Google, explain how to leverage data to strengthen customer relationships, drive revenue & lasting loyalty.
Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI
Many businesses overlook early signs of customer frustration—until it’s too late. In this episode, Stacy Sherman and Sid Banerjee discuss how AI-driven predictive customer experience helps companies identify problems, prevent churn, and create seamless interactions before issues escalate.
AI Isn’t Just For Software: Bold New World Of Product Personalization
AI fuels innovation, accelerates development, and transforms product personalization. One company proves how it’s done right. Learn valuable lessons from Stacy Sherman and Ben Weiss on strategies to outperform your competition.
Why Customers Leave: How Voice of Customer Drives Retention
Are you losing customers without knowing why? In this episode, Stacy Sherman and Tzachi Ben-Sasson explore how Voice of Customer programs help businesses retain customers, boost loyalty, and drive long-term revenue growth.
How To Retain Your Best People During Challenging Times
Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success
