Defying Gravity: Leadership and CX Transformation Lessons

Defying Gravity: Leadership and CX Transformation Lessons

Have you ever seen the show or movie Wicked? That iconic moment when Elphaba declares she’s “defying gravity” is unforgettable. It’s not just about flying; it’s about the boldness to reject limits and imagine something bigger. For women leaders, CX professionals, and anyone daring to break through barriers, it’s a reminder that transformation often begins with a choice to rise. 

As CX professionals, we often face the same challenges Elphaba sings about—resistance, doubt, and barriers that others believe can’t be overcome. Yet, it is in those moments that we find our strength to create change, to innovate, and to soar. Let’s explore how the themes of Wicked and “defying gravity” connect to the challenges and triumphs in CX, and what they teach us about leadership

The Parallel Between Wicked and Customer Experience (CX)

In Wicked, Elphaba is constantly told to stay in her place, conform, and follow the rules. But she knows she’s destined for something greater. Her decision to “defy gravity” is not just an act of rebellion but a declaration of self-belief and a refusal to be limited by the expectations of others. This is precisely the mindset we need in customer experience.

Customer Experience leaders are often told:

  • “That’s not how we’ve always done it.”
  • “Our customers won’t notice the difference.”
  • “The ROI isn’t clear.”

Sound familiar? Innovating in CX can feel like swimming upstream—or, in Elphaba’s case, flying into a storm. Yet, the best CX strategies often emerge when we challenge the status quo and push for change. Whether rethinking customer journeys, introducing empathetic AI, or creating hyper-personalized experiences, great CX requires the courage to rise above resistance.

The Courage to Lead: Lessons from Women Who Defy Gravity

As a woman in leadership, I’ve felt this challenge on a personal level. Breaking barriers, shattering glass ceilings, and rising in male-dominated spaces require resilience and boldness.

I have much to share on this topic, yet I want to highlight two others for inspiration.

My Mother’s Mission

My Mom has faced immense resistance as one of the first women on Wall Street. In a world dominated by men, she had to prove herself constantly, work harder than anyone else, and fight for every opportunity. She actually took vocal lessons to sound like a man so she’d be heard and seen. (Details in the video). Mom didn’t just survive; she thrived. Her journey paved the way for other women to follow, including me and my children. 

My Friend’s Mission 

women leaders making a difference: Stacy Sherman and professor Lisa Kaplowitz

Professor Lisa Kaplowitz rallied Rutgers University to remove barriers, build community, and empower women. Some initially doubted, questioned the feasibility, and resisted the proposed changes. Yet, she didn’t let that stop her. With persistence and vision, she turned skeptics into believers and transformed a meaningful idea into reality. Her journey is a testament to what’s possible when you refuse to back down. Check out Lisa and the team’s impressive CWIB initiatives.

Defying Gravity: 3 Takeaways

 

1. Embrace Change Fearlessly

The most successful CX leaders understand that change is the only constant. Just like Elphaba, they don’t let fear hold them back. Whether adopting new technologies, pivoting strategies, or overhauling outdated processes, defying gravity in customer experience (CX) requires boldness.

Ask yourself:

  • Are you willing to challenge your company’s comfort zone?
  • How can you turn resistance into opportunity?

2. Lead with Vision and Purpose

Elphaba’s flight isn’t just about defying the rules; it’s about pursuing her vision of a better world. This translates to staying laser-focused on your purpose: creating exceptional experiences that drive loyalty and differentiation.

Consider:

  • What’s your “why”?
  • How does your strategy reflect your customers’ needs and values? The same question applies to your workforce.

3. Inspire and Empower Your Team

Just as Glinda’s relationship with Elphaba evolves from rivalry to support, CX leaders must inspire and empower their teams to rise. Building a culture of collaboration, empathy, and innovation is essential for success.

Think about:

  • How are you empowering your team to challenge norms?
  • Are you creating an environment where new ideas are safe to share and are adopted?

My Journey: Where CX Meets Leadership

For me, CX and leadership are deeply intertwined. I’ve faced my fair share of skeptics, naysayers, and challenges. Yet, every time I’ve chosen to rise above, the results have been worth it. CX is about more than processes and technology; it’s about creating moments that matter—for customers, employees, and stakeholders alike.

In 2025, I’ll be speaking at global events, sharing stories and strategies about breaking barriers and creating transformative customer experiences.

From redefining customer journeys to empowering teams, we’ll explore what it truly means to defy gravity in CX and leadership. Subscribe to my newsletter for recaps and details on where to hear me live.

Closing Thoughts about Defying Gravity

Defying gravity isn’t just a moment—it’s a mindset. Whether leading in CX, breaking barriers as a woman in leadership, or striving for transformation in any part of life, the choice to rise is yours. It’s about challenging norms, embracing bold ideas, and proving that the impossible is just an opportunity waiting for courage.

Like Elphaba, we have moments when we must decide to break free, trust our vision, and soar. In CX, that means creating experiences that transcend expectations. In leadership, it means inspiring others to rise with you. And in life, it means daring to make an impact, no matter the odds.

So, I ask you: What’s your defying gravity moment? How will you rise above doubts, overcome resistance, and lead with boldness? Together, we can redefine what’s possible, creating a future that’s not just impactful but truly extraordinary.

Let’s rise. Let’s lead. Let’s defy gravity.

 

Navigating Competition: Preparing for Your Industry’s ‘Pickleball Moment’

Navigating Competition: Preparing for Your Industry’s ‘Pickleball Moment’

Pickleball’s Rise Provides Customer Experience Lessons. What are they? Keep reading….

In today’s fast-paced and ever-changing landscape, what happens when an underdog disrupts the status quo and claims the spotlight? The remarkable rise of pickleball in the U.S.—now the fastest-growing sport with over 10 million players—presents a powerful case study for businesses navigating unexpected competition. As pickleball courts increasingly replace traditional tennis facilities, organizations must ask themselves: Are you prepared for your industry’s “pickleball moment”?

A recent article in The Wall Street Journal highlights the escalating rivalry between tennis and pickleball, noting that the U.S. Tennis Association (USTA) faces a critical challenge: “There are not enough courts to support tennis growth,” says Lew Sherr, USTA chief executive. This scenario illustrates a significant problem; even as interest in tennis remains strong, the resources necessary for its expansion, like court space, are dwindling. Reports indicate that at least 10% of tennis courts have been repurposed for pickleball, underscoring the urgent need for adaptation.

So, you may be wondering: what does this rivalry have to do with your business? The answer is simple yet profound. The lessons learned from the competition between tennis and pickleball are invaluable for organizations striving to excel in a tough marketplace, especially regarding competition and delivering exceptional customer experience.

Understanding the Competition: Insights From Pickleball

To prepare for your industry’s pickleball moment, you must first recognize the potential for disruption. Competition can arise from unexpected sources, challenging the status quo and requiring businesses to adapt swiftly. The surge in pickleball participation—showing a 223.5% increase in just three years—demands that organizations stay vigilant.

Sherr’s insight that “court infrastructure being compromised with people playing pickleball on those courts or courts being repainted” illustrates that the problem extends beyond mere numbers; it highlights the very fabric of how sports facilities are utilized. If tennis is experiencing its own revival, as Sherr notes, the growth of pickleball creates additional stress, necessitating active monitoring of these shifts.

stacy sherman - pickleball player

Key CX Lessons from the Rivalry

1. Adaptation is Key

The rise of pickleball serves as a vivid reminder of the importance of adaptability. Organizations must be willing to embrace change and reassess their strategies in response to new competitors. How can you cultivate a culture of adaptability within your organization?

To foster this adaptability, empower employees to identify market trends and customer needs. Create an environment where innovation is encouraged, and team members feel ownership over the customer experience. This culture of adaptability not only prepares your organization for competition but also enhances the overall customer journey.

2. Optimize Resources Wisely

The fierce competition for court space between tennis and pickleball underscores the necessity of effective resource management. Rather than heavily investing in new infrastructure, businesses should maximize existing assets.

Many tennis clubs have successfully converted existing courts to accommodate pickleball, thus attracting a new demographic of players without incurring the costs associated with building new facilities. Sherr points out that, “The fact that it’s just so much cheaper to paint than build new is a problem for us at a time that tennis has experienced growth we’ve not seen in generations.” This approach can be applied across various industries. Assess your physical and human resources to find innovative ways to repurpose them. By doing so, you not only save costs but also enhance customer experience by offering versatile solutions.

3. Innovate to Stay Relevant

Innovation is critical for maintaining competitiveness. In response to pickleball’s surge in popularity, the USTA launched initiatives like Red Ball Tennis, which aims to attract new players without significant modifications to existing courts.

This innovation demonstrates how businesses can adapt their offerings to appeal to new audiences while retaining their core identity. Invest in employee-driven innovation by holding regular brainstorming sessions that allow your team to contribute fresh ideas for enhancing customer experience. By aligning innovations with customer preferences, your organization can remain relevant in a competitive landscape.

4. Collaboration Over Competition

While tennis and pickleball are competitors, they also have the potential for coexistence and collaboration. Just as these sports can share court space and attract diverse audiences, businesses can find ways to collaborate with competitors or adjacent industries.

Consider how collaborations can lead to shared customer bases and joint ventures. This could involve teaming up with complementary brands to create bundled offerings that enhance customer experiences. By working together, organizations can leverage each other’s strengths and create greater value.

5. Customer Experience is Paramount

Both tennis and pickleball thrive on social engagement, demonstrating the importance of enhancing customer experience. Investing in relationships with your customers means creating enjoyable interactions that resonate with their needs.

While tennis has been experiencing growth, the presence of pickleball adds pressure. Sherr notes the urgency by stating, “We’re trying, as best we can, to support tennis infrastructure.” This illustrates the need for businesses to focus on customer experience, ensuring that interactions are engaging and enjoyable. Encourage feedback through various channels to understand customer preferences and expectations better. When customers feel valued, they are more likely to remain loyal, even in a competitive landscape.

Technology: A New Player in the Game

As tennis and pickleball continue their rivalry, technology emerges as another powerful competitor. Both sports are exploring how advancements such as artificial intelligence can enhance player performance and fan engagement. For example, AI-driven analytics can provide real-time data on player stats, helping coaches and players make informed decisions. Additionally, technology like virtual reality and augmented reality can offer fans immersive experiences, allowing them to engage with the sports in unprecedented ways. As these technological innovations become more integrated into both sports, they will further shape the competitive landscape, making it crucial for organizations to embrace technology to remain relevant.

Conclusion: Preparing for Your Industry’s Pickleball Moment

The competition between tennis and pickleball illustrates a critical lesson for any industry: change can arrive suddenly and disrupt the status quo. To thrive in this environment, organizations must take decisive action. Begin by fostering a culture of adaptability that empowers employees to innovate and respond to shifts in the market. Assess your resources to maximize efficiency and ensure that customer experience remains a top priority. By proactively preparing for your industry’s “pickleball moment,” you can turn potential threats into opportunities for growth and connection, ensuring your organization not only survives but flourishes in the face of competition.

For more insights, read the full article from the Wall Street Journal

Sources for Images:
– Trends in pickleball and tennis participation over time [Link]
– Pickleball Participation in the United States [Link]

 

Winning the Customer Success Game: Lessons From Wall Street and Black Jack

Winning the Customer Success Game: Lessons From Wall Street and Black Jack

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

What if the secret to exceptional customer experiences was hidden in a deck of cards?

And what if Wall Street’s playbook could transform how you serve clients and achieve customer success?

Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. Customer success is not about satisfaction—it’s about creating moments that matter.

Learn to interpret subtle signals your customers unknowingly provide. Discover how to build a team of ‘Advantage Players’ who don’t just perform but anticipate. Hear tactics to stay ahead in your market by design, not chance.

Customer Success Topics Discussed:

  • Joel Block’s journey from CPA to venture capital expert

  • The intriguing world of Wall Street and the ‘money business’

  • Insight into Joel’s early career as a professional blackjack player

  • The cultural shifts and regulations on Wall Street across decades

  • The concept of ‘advantage play’ and its application in business strategy

  • How to spot and harness opportunities by thinking and seeing differently

  • Relationships and their critical role in the money business

  • The significance of high-limit questions in predictive business strategies

  • Real-world examples of predicting market trends and disruptions

  • Lessons from blackjack for sharpening business intuition and acumen

5 Customer Success Lessons:

  1. “Advantage Play” for Business: Adopt “Advantage Play” strategies in businesses to outperform competitors. Just as advantage players use winning strategies in blackjack, companies can employ top-tier strategies to provide exceptional customer service and enhance the customer experience.
  2. Leverage Relationships in the Money Business: Customer relationships are crucial in the money business. Building strong, trust-based relationships can differentiate your service from competitors who may offer similar financial returns.
  3. Pay Attention to Customer Feedback: Aggregating customer feedback from multiple channels (social media, ratings, reviews, forms, etc.) can help predict future behaviors and preferences, enabling companies to improve customer experience by addressing issues proactively.
  4. High-Level Training for Customer Interactions: Train all team members, particularly those handling escalations, with high-level, surgical skills for customer interactions. This includes listening for nuances in customer communication, such as pauses and word choices, to understand better and address their needs.
  5. Think, See, and Act (TSA) Differently: Leaders and teams must adopt TSA—Think differently, See opportunities, and Act when others don’t. This approach can help innovate and provide unique customer experiences that keep customers engaged and loyal.

Listen now to gain a wealth of customer experience wisdom. It could be the game-changer your business needs in today’s competitive landscape.

If you like this episode, you may also enjoy listening to Doing CX Right Podcast episode 50 featuring my Mom, Eileen Brenner, who has a similar career as Joel, including Black Jack card counting, Accounting, and Wall Street. Their paths are ridiculously similar, and so I had a blast talking and introducing them as well!

Watch HERE

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About Joel Block:  

A competitive advantage keynote speaker, hedge fund manager, venture capitalist, and podcast host with over 30 years of experience in the finance and media industries. He is the founder and CEO of The Advantage Player® Institute, the go-to hub for mastering high-stakes strategies in business and life. Joel knows that leveraging predictive logic and killer tactics turns winning into an inevitability.

The Advantage Player® Institute, led by Joel, a former professional blackjack player, equips top-tier individuals with the tools to outrun the competition and play at their peak. Clients dive into an immersive learning experience that transforms complex concepts into actionable insights. Our goal is to not just play the game – but to own it. And we help our clients elevate their strategic prowess to an unbeatable level.

Joel leverages his insights and expertise as a former pro blackjack player and card counter, a best-selling author, hedge fund manager, and executive advisor. He delivers fast-paced, entertaining, and life-changing keynote presentations that amaze audiences with his ability to simplify complex concepts and share Wall Street secrets. He also hosts a weekly show, “Your Advantage Play®”, where he interviews executives of mid-cap companies about their killer business strategies. Joel’s mission is to empower CEOs and executive teams to crush their goals, simplify complex situations, and maximize total compensation for everyone.

Connect with Joel on LinkedIn. Reach out on his website.

About Stacy Sherman: Founder of Doing CX Right®‬

Stacy Sherman is a keynote speaker, author, and advisor who helps business leaders excel in Experience Management to retain both profitable customers and a valued workforce. She does this by integrating principles of inclusion and connection into her proven Heart & Science™ Loyalty model. With over 25 years of CX and Marketing experience at brands like Liveops, Verizon, Schindler Elevator, Wilton Brands, and AT&T, Stacy combines strategy and expertise to drive lasting success.

Stacy has spoken at hundreds of global events and workshops, consistently earning recognition as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI. Her impact is further evidenced by the prestigious W3 award for her Doing CX Right podcast.

She continues to empower professionals through educational initiatives, including her LinkedIn Learning courses, best-selling books, and insightful articles in dozens of business publications focused on enriching people’s lives.

Keyword themes: Doing CX Right podcast business customer service  customer experience Advantage player

How To Increase Customer Satisfaction By Asking the Right Questions

How To Increase Customer Satisfaction By Asking the Right Questions

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are you asking the right questions to increase customer satisfaction and staff, too?

Are you applying relatability and emotional intelligence to lead by example and turn customer service from satisfactory to exceptional?

This podcast episode with customer experience and service expert Stacy Sherman and featured guest Marty Grunder, CEO and “Entrepreneur Of The Year,” provide solutions to these important topics so that you can increase customer satisfaction and brand loyalty. You’ll hear:

  • Why asking the right questions is essential in grasping customer desires and improving relations with your team.
  • How to leverage the Net Promoter Score to tap into true customer sentiments and why passive feedback should never be ignored.
  • The pivotal role internal customer service plays in setting the stage for exceptional external customer interactions.
  • Effective strategies for fostering a culture of accountability and solution-focused mindsets within your team.
  • The art of roleplaying in preparing staff to excel in customer interactions draws parallels from high-pressure training methods used by elite forces and sports teams.
  • Anecdotes from Marty’s journey of growing a successful landscaping business during his college years, the understated power of simply returning calls promptly, and the continuous pursuit of progress over perfection.

Whether you’re a leader, entrepreneur, or customer service professional, this podcast episode will help you establish and grow a brand that resonates with customers and stands out in a crowded marketplace!

 

Customer Experience (CX) and Service Topics & Time Stamps: 

[00:01] Introduction and Welcoming Marty Grunder
[00:23] Marty’s Professional Background
[01:07] Fun Fact about Marty’s Business Success
[02:31] Advice to Younger Self: The Power of Asking Questions
[03:47] Customer Experience and the Importance of Asking the Right Questions
[05:24] Delivering on Customer Expectations and Simplifying Satisfaction
[06:04] The Significance of Listening to the Customer in Landscaping
[07:21] Basic Customer Service and Core Values
[09:04] The Importance of Relatability and Emotional Intelligence
[14:00] Key Questions to Gauge Customer Satisfaction
[16:14] Internal Customer Service Setting the Standard for External Customer Service
[18:55] The Concept of Progress Over Perfection
[21:02] Encouraging a Speak Up Culture and Comfort with Roleplaying
[23:06] Innovation as a Mindset and Continuous Improvement
[24:48] Final Takeaway: Reflecting the Importance of Internal Customer Service

Want to read this episode transcript, click >here 

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About Marty Grunder ~ Putting Customer Satisfaction At The Forefront Every Day

Marty Grunder is the founder and CEO of The Grow Group and of Grunder Landscaping Co., one of the most successful landscaping companies in the Midwest.

An unusual combination of full-time landscape professional and leading green-industry coach, Marty is uniquely positioned to deliver real-world, real-time guidance to Grow Group clients. His landscaping company has earned more than 50 local and national design awards and is a two-time winner of the Better Business Bureau’s Eclipse Integrity Award. Marty has himself been named entrepreneur of the year by both Ernst & Young and the US Small Business Administration and a Leader in Diversity by the Dayton Business Journal. The author of The 9 Super Simple Steps to Entrepreneurial Success, he has coached tens of hundreds of landscaping professionals and companies across the US and Canada and delivered more than 550 talks, motivating audiences of all sizes and shapes—from a small gathering of 20 to a stadium of 9,000—to achieve success. He is a columnist for Landscape Management and is a member of the boards of Park National Bank of Southwest Ohio and Wright State University. A graduate of the University of Dayton School of Business, Marty is based in Dayton, Ohio.

Connect on LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

Keyword themes: DoingCXRight podcast business customer service contact center marketing Customer satisfaction Customer loyalty

Designing Immersive Customer Experiences Based on Leading Brand Case Studies

Designing Immersive Customer Experiences Based on Leading Brand Case Studies

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Designing Immersive Customer Experiences 

We live in a digital-first world where technology is evolving faster than ever.

This brings immense customer experience opportunities for brands as well as pressure to keep innovating and designing great CX amidst constant change.

So, how can you create immersive customer experiences that wow people in today’s landscape? What are the latest strategies and success stories?

I recently sat down with customer experience leader Joe Wheeler to get his insights on these pressing questions.

Joe is the CEO of CX Digital and author of the new book “Immersive Experience Design: How Leading Brands Are Using Technology to Create Real Magic for Customers.” With decades of CX expertise advising major brands globally, he has a wealth of hard-won lessons to share.

In our conversation, Joe revealed proven ways leading companies intentionally design immersive CX while balancing meaningful human connections. Let’s dive into a summary of discussions.

 

Key Actions With Brand Examples To Design Impactful Immersive Customer Experiences (CX): 

 

1. Solve Important Customer Problems (Don’t Just Push Tech)

“The best companies that we work with don’t have a mission; they’re on a mission,” Joe emphasizes. “So when you read about Nike, you know, their mission is to bring inspiration and innovation to every athlete.”

Having a clear purpose beyond profits is crucial. But just as key: Ensuring your tech solutions truly relieve “pain points” in your customers’ lives. Don’t fall in love with whiz-bang technology for its own sake.

Joe cites the cautionary tale of Zoom Pizza, which raised $350 million to deliver pizzas at warp speed using robotics and AI.

Yet they went bust after 2 years because, as Joe puts it, “I didn’t feel like I needed it any faster. 30 minutes was fine.”

Customers didn’t have a burning problem that demanded solving. Zoom Pizza focused on their tech solution, not real value for people.

2. Adopt Agile Experimentation with Continuous Customer Feedback

Rather than big, rigid product launches, Joe advocates adopting Agile development with continuous small tests and improvements.

“Agile has replaced that. And thank God, because companies that really seem to be successful today, they test and learn. They do incremental changes. They get feedback.”

For example, Mexican construction giant Cemex introduced a “completely touchless experience” called MXGO in 2017-2018. As Joe describes, “As they took different interactions and digitized them, they watched how customers behaved. If the customer was taking a long time to adapt to their bot, or adapt to a digital channel, they kind of pulled it back a bit.”

By iterating based on how real customers responded, Cemex incrementally shaped experiences that worked.

3. Look at CX Through a Digital Lens First

In Joe’s view, traditional journey mapping is no longer enough. Leading brands take a digital-first perspective to reveal more opportunities.

He explains: “What you see leading brands do these days is they simultaneously understand what’s happening with technology. They begin by benchmarking companies like Amex, the world’s biggest bank, with how they do customer onboarding. Because before they wanted to talk to customers about their problems, they wanted a lens that was digital.”

This outside-in digital lens helps uncover possibilities that customers may not imagine themselves. You see their pain points in a new light.

4. Orchestrate Omnichannel Human + Digital + Logistics

Truly immersive CX artfully combines different elements across channels and touchpoints.

As Joe puts it, “It’s this combination of human, digital, logistical interactions that designs an experience across channels, kind of seamlessly, so you can pause and resume, that exceeds expectations on those moments of truth that really matter.”

For example, Cemex coordinates complex logistical operations to deliver concrete on time, digitally tracked. They mix digital efficiency with human problem-solving when needed.

Omnichannel CX recognizes customers fluidly switch between channels – don’t make them repeat themselves. Meet them wherever they are.

5. Invest in AI / ML Talent and Skills

As Joe highlights, talent has become tougher to obtain: “The competition for talent is on steroids now… There’s talent on the street and if I was an entrepreneur, I would be going to get that talent.”

Especially seek people skilled in emerging technologies like machine learning and AI. These areas represent huge opportunities but scarce expertise.

Joe predicts a huge divide between companies who build these capabilities – and those who don’t.

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Doing Customer Experience Right®‬ On Youtube

About Joe Wheeler

A bestselling author, speaker, and consultant. He is the CEO of CX/Digital and the author of three best-selling books on the topics of customer experience, digital leadership and corporate culture.  His latest book, The Digital-First Customer Experience – Seven Design Strategies from the World’s Leading Brands describes the design strategies of leading brands including Nike, Amazon, CEMEX, Starbucks and others.  He has held executive roles at Bank of America, The Forum Corporation and earned an MBA from Edinburgh Business School.

Learn more on his website and Linkedin

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Keyword themes: #DoingCXRight #podcastbusiness #customerservice #contactcenter #dataprivacy #compliance #datasecurity #customerdata #consumerdata #marketing