Interviews & Podcasts
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I frequently write articles about customer experiences, employee engagement, leadership, and culture transformation. I love discussing these topics at events, in media, and podcasts to inspire more people creating authentic satisfying experiences so that REAL human connections can exist. Listen to episodes below to increase your understanding of Customer Experience and what it means to be DoingCXRight®.
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Stacy Sherman Speaks About Diversity & Inclusion at National Event
Getting a "seat at the table" where decisions are made and working around "boys clubs" for years isn't easy. I haven't always been included even when discussions pertain to my job. Rather than feel stuck, I've shifted my attitude and intentionally advocate for the Diversity of Thoughts. Culture...
Diving Deep on Voice of the Customer (Podcast)
Are you incorporating customer feedback into your business? Do you understand why it's so important and how it can differentiate your brand? Amplified Customer Experience, led by Janelle Mansfield, interviewed me about trends in the realm of Voice of Customer (VOC) as well as CX. In the VIDEO...
Transforming Business Through Happy Experiences (Podcast)
People are used to interacting with a brand in transactional ways, but when a business can turn a transaction into a transformation, that's when the magic happens! Andy Proctor, host of More Happy Life, and I discuss how to make great customer experiences...
7 Industry Trends To Prepare For Success
There are many trends that will change the way we do business. As technology continues to evolve, people need to anticipate change and adapt quickly. Part of this process is looking ahead to figure out which developments or new approaches are going to have significant business impacts. Forbes...
13 Communication Skills To Cultivate Success
Communication is an essential skill for business and personal success. I've read thousands of customer feedback, and communication is the key reason for detractor scores. Lack of responsiveness is a huge pain point for customers. As I always say, silence is never an option! While poor...
Understanding Customers Through Journey Mapping
Journey Mapping is an important component of any CX practice. I joined Chris Ward from MyCustomer on "Connecting The Dots" podcast. We talked about customer journeys and how the process helps people understand their customers better. CX topics include: What customer journey mapping is How to map...
Engaging The Front Line To Deliver Customer Excellence
How do you engage customer-facing employees to deliver customer excellence every day? I had the opportunity to join Mary Drumond on the "Voices Of CX" podcast to discuss proven techniques to build a customer-centric culture, and why it's important for business success. Achieving customer...
Pros & Cons of Using NPS To Measure CX Success
Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness...
ForeSee (Verint) Interviews CX Expert Stacy Sherman (+ Video)
When I was leading CX at Verizon Wireless a few years ago, my team leveraged different platforms to measure customer and employee satisfaction. One of them was ForeSee, which has recently become Verint. The company interviewed me and shared my CX perspective at their events and company website....