Improving The Customer Journey With Employees As Heroes

Improving The Customer Journey With Employees As Heroes

Doing CX Right podcast show on Spotify 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 defines the culture of an organization? What’s the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates? 

Stacy Sherman and featured guest Ian Golding answer these fundamental questions and reveal key principles to get people to want to buy and work for your company.

Topics include:

  • What makes customers happy
  • The benefit of customer journey mapping
  • The real value of empathy in the workplace & creating employee heroes
  • Attributes that best-in-class companies and leaders consistently do to win
  • What we can learn from Pizza Hut’s story

Take notes as this episode is filled with tons of practical advice to operationalize great customer experiences and achieve positive business outcomes.

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About Ian Golding: Improving The Customer Journey With Employees As Heroes

A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement, and employee advocacy techniques and solutions. Ian has worked globally across multiple industries, including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals, deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider.

LinkedIn. Website


About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

International Best Selling Customer Experience Book

International Best Selling Customer Experience Book

Qualtrics just released the Top 10 Customer Experience books to read in 2021, and I’m proud to share the list with you. All the CX  books are top-notch, but I especially recommend my co-authored Customer Experience book because it provides a variety of expert views located across the world. 

Twenty-four international Customer Experience professionals, including me, share proven strategies and tactics for achieving business success through world-class best-practices. 

What You’ll Learn From Me In The Customer Experience book:

1. How and why Voice of Customer (VoC) can be your game changer.

2. Tacticatal ways to get insights and use data to inform business decisions

3. Techniques to engage employees and differentiate your brand.

4. What NOT to do in your CX practice.


    To inspire you to pursue YOUR PASSIONS, sharing words of wisdom from my experience:

    • When there’s a will, there is a way.
    • Go with your gut when opportunity knocks
    • Teamwork makes the dream work.
    • Don’t let fear stop you
    • Do what you love. Love what you do. Share your expertise.
    • A pandemic doesn’t stop goal attainment.

    Listen To A Preview of CX book as Ian Golding interviews me and co-authors.


    More customer experience book topics include:

    • Ten Things About Customer Experience I Wish I’d Known Earlier
    • Get Ready… Get Serious… PLAY!
    • Why Every CX Initiative Benefits From EX
    • The Untold Recruitment Story – From Transactional To CX
    • Three Never-Ending Dilemmas Of Customer Experience
    • Customer-Centric Culture: The Only Strategic Competitive Advantage
    • How To Measure And Manage It
    • Organization Adoption And Accountability
    • CX Transformation – From Design To Implementation And Adoption Customer Experience
    • Using Agility And Collaboration To Create Effective CX Believers
    • From Customer Service To Customer Care – Organisational Alignment To Create Better Customer Outcomes
    • People First – Why Should We Care?
    • Behavioural Science – The Importance Of Designing Customer Experiences With Humanity
    • Treatment Of Customer Experience And Evolution To Omnichannel Customer Journeys
    • CX Metrics, Measurement, And ROI
    • Dollars and Sense: The Cost Of Quality In Customer Experiences
    • Business Acumen That Every CX Leader Needs To Develop Customer Experience
    • What Really Matters Most To Customers
    • Fast Track Your CX Plans With A Rating Metric
    • Net Promoter Score The Magic Number For Your Business
    • David Vs Goliath: How To Attain And Maintain A Competitive Advantage
    • Launch An ‘Out-Of-This-World’ CX Strategy
    • Customer Experience Recovery: Why Planning For Failure Will Help You To Succeed

    Get #1 Best -Selling Customer Experience book

    Increase CX skills through online certification

    Get mentored. Sign up for free session with me