Welcome To The Doing CX Right Podcast
with Stacy Sherman
There’s No Reason To Ever Have Bad Experiences
As a customer, employee, patient, agent, boss, guest, etc.
I started the Doing CX Right podcast to help you STOP negative experiences and PREVENT them from happening for better outcomes. Besides sharing my proven Heart & Science™ framework, I’m also bringing you well-known authors and innovative leaders who provide actionable tips that you can easily apply wherever your work.
While you’ll hear tons of business success strategies, every episode includes personal stories, challenges overcome, and lessons learned to inspire you to show up as your best self and create meaningful experiences for others. We have a lot to learn together.
FEATURED AUTHORS & THOUGHT LEADERS
Bill Price
3X Author, "The Best Service is No Service."
Mark Schaeffer
9x Author, "Marketing Rebellion" + "Cumulative Advantage"
The Role of Marketing in CX
Joe Pine
Author "Experience Economy." "Infinite Possibility."
Competing for Customer Time, Attention & Money
Annette Franz
Author, "Putting The Customer in CX"
Jeannie Walters
Speaker, Trainer, Customer Experience Consultant
Everyday Ways To Live CX Mission
Matt Dixon
Author "Challenger Sale" + "Effortless Experience"
Predicting Customer’s Next Actions Beyond Surveys
Joey Coleman
Author, "Never Lose A Customer Again"
Colin Shaw
7x Author, Customer Experience & Marketing
Scott McKain
Author: "Ten Best" Biz Books
Distinguishing Your Brand In A Hyper-Competitive Marketplace
Neen James
Author, "Attention Pays"
How Attention Pays™ for Productivity & Profitability
Steven Van Belleghem
Author, "When Digital Becomes Human"
Doing Customer Experience Right In The Digital Age
Ian Golding
Author, "Customer What?"
Improving The Customer Journey With Employees As Heroes
Jeff Toister
Author, "The Service Culture"
Actionable Tips about Doing Customer Service Right
Marcey Rader
Author: "Work Well, Play More"
Reducing Burnout To Deliver Better Customer Experiences
David Allen
5X Author, "Getting Things Done -Stress Free Productivity"
Getting More Organized Through GTD®
Stan Phelps
Author, "Purple Goldfish" series
Differentiating Experiences To Dominate Your Industry
Joseph Michelli
10X Author, "Leading Starbucks Way" +
Lessons From Best-In-Class Customer Experience Brands
Adam Toporek
Author, "Be Your Customer's Hero"
Creating A Frictionless Experience To Get & Keep Customers
Cynthia James
Author "Your Voice Matters"
Brittany Hodak
Author: "Creating Superfans"
5 Essential Elements of Creating Loyal Advocates and Raving Fans
Nir Eyal
Author, "Hooked." "Indistractable" +
The Hook Model: Unlocking Secrets To Customer Engagement
Adrian Swinscoe
Author, "How To Wow" + "Punk CX"
Planning For Cryptocurrency & New Technology To Enhance Customer Experiences
Nick Webb
Author, "What Customers Hate."
Eliminating What Customers Hate For Scalable Growth
Tia Graham
Author, "Be A Happy Leader"
The Science Behind Happy Leadership and Customer Service Experiences
Ron Kaufman
Author: "Uplifting Service"
Engineering Self-Sustaining Cultures of Customer Service Excellence
Joe Folkman
Author, "The Trifecta of Trust"
How To Build and Restore Trust As A Customer Experience Leader
Joanne Lipman
Wallstreet Journalist & Author
The Path to Reinvention: Transforming Your Work and Life for Lasting Success
Peter Ryan
BPO Advisor / Expert
Howard Tiersky
Author, "Winning The Digital Customer"
BUSINESS EXECUTIVES – CORPORATE LEADERS
WALKING THE CUSTOMER EXPERIENCE & MARKETING TALK DAILY
Alex Genov
Head of Customer Experience & Marketing @Zapppos
Frank X. Shaw
Chief Communications Officer, Microsoft
Brian Elliott
Senior Vice President @Slack + Author "How The Future Works"
Redesigning How We Work
Jackie Yeaney
Chief Marketing Officer @ Tableau, RedHat +
Inspiring Commitment To Accomplish Goals
Anthony Coppedge
Global Transformation Lead @ IBM
“Stopping The Stupid” For Better Outcomes vs Outputs
Rob Markey
Author & Partner @ Bain
Celia Fleishaker
Chief Marketing Officer @Verint
Breaking Silos and Harnessing Data to Improve Customer Experiences
Brian Solis
VP Global Innovation @SalesForce. 8x Author
Bruce Tempkin
Head of XM Institute @Qualtrics
Leading Experience Management During Uncertain Times
Josh Bersin
CEO Bersin by Deloitte
Dan Naiman
Senior Director, Human Resources @ Pfizer
Tiffani Bova
Author & Innovation Evangelist,@ Salesforce
Changing The Way You Think About Growth
Michael Buckham-White
Global Technology Director @Deloitte
Advancing Customer Experience Through IT
James Dodkins
Customer Service & Sales Automation @ Pega
What It Takes To Keep Loyal Fans – CX Advice From A Rockstar
Max Ball
Principal Analyst @ Forrester
Differentiating Customer Experience vs Customer Service & Trends
Greg Melia
Chief Executive Officer @CXPA
Wendy Smith
Author + Professor @ University of Delaware
Both/And Thinking: Embracing Conflicts to Solve Toughest Problems
David Wachs
Chief Executive Officer @Handwrytten
Bill Staikos
Senior Vice President @Medallia
Rick Bonds
Sales Executive @ Convergint
Ethan Beute
Chief Evangelist @ BombBomb
Improving Communication & Re-humanizing Business Through Videos
Sean Hawkins
VP Customer Service @ Anticimex Group
Improving Results Through Empowered Customer Service Agents
Dr. Marcell Vollmer
Exec Partner @ Boston Consulting Group
Doing Digital Transformation Right: The Merge of Humans and AI Bots
Victoria Pelletier
Senior Exec @Accenture
Unstoppable: Fostering a Customer Service Culture With No Excuses
Michelle Martinez
Senior Vice President @ Wayfair
Cost Cutting Without Compromising Customer Service Experiences
Kate Bradley Cherins
CEO @ Lately.ai
Demystifying AI: How Humans and Machines Can Work Together
Jim Geary
Senior Vice President @ Avaya
Providing Quality Customer Service While Shifting To New Working Models
MORE PODCAST GUESTS ~ Evan Kirstel. Madalyn Sklar. David Allen. Darren Prince, Ryan Estis. Stephen Shedletsky. Charles Green. Stephanie Thum. Michael Brenner. Neal Schaffer. Claire Boscq. Richard Owen. Leslie O’Flahavan. Catherine Sugarbroad. David Hollenbach. Wally Feresten. Marcus Köhnlein. Zach Picon. Marcell Vollmer. Dr. Joerg Storm.
5 Star Reviews & Testimonials
Stacy brings a great deal of knowledge and information to the table. Definitely a worthwhile listen for anybody concerned about customer experience!
Episode 1 – Getting Customers Back To Buy Again and Again. Watch / Listen HERE.
Stacy does her homework to ensure the interview is not just the usual questions. Every guest offers insights and actions listeners can take right away. I was impressed as a guest on the show with her level of preparation, and as a listener, I’ve gained something from each episode. Any CX leader will benefit from listening to Doing CX Right!
Episode 16 – Everyday Ways to Live Your CX Mission. Watch / Listen HERE.
Customer Experience has never been more important to the long-term success of a company. Stacy’s podcast provides powerful insights into how companies should approach CX. Definitely worth listening if you are looking for practical ways to improve CX.
Episode 39 – Breaking Silos & Harnessing Data To Improve CX. Watch / Listen HERE.
Meet Podcast Host ~ Stacy Sherman
Stacy Sherman
Award-winning certified customer experience (CX) corporate executive, keynote speaker, author, podcaster, Forbes writer about DoingCXRight®—a Heart & Science™ framework that accelerates customer loyalty and revenue through engaged employees.
What differentiates Stacy is that she brings real-life leadership examples and customer experience and service best practices from being in the trenches working at reputable companies, including Schindler Elevator Corp, Verizon, Martha Stewart Crafts, Wilton Brands, and AT&T. Stacy is currently the Vice President of Marketing, Agent and Customer Experience, at LiveOps.
Her strategic skills are not limited to business—Stacy is also a serious backgammon player who has traveled internationally to compete. She has a multitude of degrees and professional certifications in customer experience and digital marketing. Her favorite role in life is being Mom to two human young adults and two furry dogs.
Stacy Sherman’s Guest Appearances on Radio & Podcasts
Customer Experience -Interior Design Industry
Listen to Stacy & Sid Meadows, from Trend Report, discuss how to do customer experience right within interior design industry
Diversity & Inclusion Within CX
Stacy Sherman and Shep Hyken discuss how diversity and inclusion impact customer experience & best practices to adopt in any business size.
Differentiating Brands Far Beyond Price
How do you truly differentiate yourself as a business? If your thinking goes straight to your product, features, or pricing, then dig deeper.
Customer Service Secrets Leveraging Tools & Technology
There’re tools to enhance customer service & improve brand experiences. Listen to Stacy Sherman and Gabe Larsen discuss their favorites