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!
Can you imagine employees and customers loving your brand so much that they’d consider or actually get a tattoo of the company logo? Hard Rock Cafe has documented cases of this happening among both staff and guests, and it is not a marketing stunt. It comes from a specific, repeatable approach to strengthen company culture and the customer experience. Jim Knight joins Stacy Sherman’s Doing CX Right® podcast to explain exactly how to achieve sustainable success wherever you work.
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
When every company uses identical technology, human-centric leadership becomes your biggest competitive differentiator. Clearsource BPO co-founder Nate Spears joins Stacy Sherman’s Doing CX Right podcast to reveal 5 new ways to attract top talent, inspire discretionary effort from frontline teams, and build a winning team that keeps customers loyal.
Learn precisely when to use AI to enhance customer experiences and when to rely on human judgment to safeguard revenue and relationships. There is a correct approach! Learn more from Stacy Sherman and special guest, Deb Ashton, Certinia Co-Founder.
Learn how to identify customers at risk of leaving so finance funds service as revenue protection instead of operational overhead. Listen now to this episode of The Doing CX Right℠ podcast with Host Stacy Sherman and special guest, Lisa Oswald at Travelzoo.
