Stacy Sherman

It's showing the domino effect so that every team understands where they begin and end, but the effect, because what happens is a lot of times people focus on their role, their goals, and then they're just like done. And you can't be that way because it becomes so disjointed. A great example is, And by the way, I say ecosystem because it's your vendors, your partners, your interns.

It's showing the domino effect so that every team understands where they begin and end, but the effect, because what happens is a lot of times people focus on their role, their goals, and then they're just like done. And you can't be that way because it becomes so disjointed. A great example is, And by the way, I say ecosystem because it's your vendors, your partners, your interns.

It's everybody that's involved in this experience. So here's an example. Recently, I was on United Airlines and we were sitting on the runway. And it was about an hour waiting and not really knowing why. So there was a flight attendant that walked down the aisle and I said, do you know what's happening? When are we taking off or what's going on? And she said, I really don't know.

It's everybody that's involved in this experience. So here's an example. Recently, I was on United Airlines and we were sitting on the runway. And it was about an hour waiting and not really knowing why. So there was a flight attendant that walked down the aisle and I said, do you know what's happening? When are we taking off or what's going on? And she said, I really don't know.

It's everybody that's involved in this experience. So here's an example. Recently, I was on United Airlines and we were sitting on the runway. And it was about an hour waiting and not really knowing why. So there was a flight attendant that walked down the aisle and I said, do you know what's happening? When are we taking off or what's going on? And she said, I really don't know.

I'm kind of learning the way you are when the pilot gets on and tells us. I said, okay. So then I go onto the app, United app, and I see an explanation that they're working There's baggage that is like kind of in backlog trying to get onto the plane. So I'm like, oh, it's a baggage problem. Then I happen to go onto the website, not the app, and there's another reason.

I'm kind of learning the way you are when the pilot gets on and tells us. I said, okay. So then I go onto the app, United app, and I see an explanation that they're working There's baggage that is like kind of in backlog trying to get onto the plane. So I'm like, oh, it's a baggage problem. Then I happen to go onto the website, not the app, and there's another reason.

I'm kind of learning the way you are when the pilot gets on and tells us. I said, okay. So then I go onto the app, United app, and I see an explanation that they're working There's baggage that is like kind of in backlog trying to get onto the plane. So I'm like, oh, it's a baggage problem. Then I happen to go onto the website, not the app, and there's another reason.

So you have inconsistent reasons. For me, the customer sitting there frustrated, and I'm the lucky one because my neighbor next to me had to catch another flight, right? From when we land. So that inconsistency is not okay. And that's because the experience is disjointed. The communication is disjointed. The teams are working in silos and the right hand doesn't know what the left hand's doing.

So you have inconsistent reasons. For me, the customer sitting there frustrated, and I'm the lucky one because my neighbor next to me had to catch another flight, right? From when we land. So that inconsistency is not okay. And that's because the experience is disjointed. The communication is disjointed. The teams are working in silos and the right hand doesn't know what the left hand's doing.

So you have inconsistent reasons. For me, the customer sitting there frustrated, and I'm the lucky one because my neighbor next to me had to catch another flight, right? From when we land. So that inconsistency is not okay. And that's because the experience is disjointed. The communication is disjointed. The teams are working in silos and the right hand doesn't know what the left hand's doing.

And that's not okay. That doesn't work.

And that's not okay. That doesn't work.

And that's not okay. That doesn't work.

Yeah. So when I was working in all different companies, I remember going to different departments and asking them, what does doing CX right mean to you? And a very common answer was, well, I don't touch the customer. I'm back office, so it's not my job. And I would say, well, actually, let's sit down.

Yeah. So when I was working in all different companies, I remember going to different departments and asking them, what does doing CX right mean to you? And a very common answer was, well, I don't touch the customer. I'm back office, so it's not my job. And I would say, well, actually, let's sit down.

Yeah. So when I was working in all different companies, I remember going to different departments and asking them, what does doing CX right mean to you? And a very common answer was, well, I don't touch the customer. I'm back office, so it's not my job. And I would say, well, actually, let's sit down.

Let me explain to you how much you impact their experience because the sales team and customer service and the frontline teams can't do their job without you in the puzzle. And so that's what I mean by bringing people to the table and I'll often facilitate that and literally help each person understand the roles of the individual departments across that journey.

Let me explain to you how much you impact their experience because the sales team and customer service and the frontline teams can't do their job without you in the puzzle. And so that's what I mean by bringing people to the table and I'll often facilitate that and literally help each person understand the roles of the individual departments across that journey.

Let me explain to you how much you impact their experience because the sales team and customer service and the frontline teams can't do their job without you in the puzzle. And so that's what I mean by bringing people to the table and I'll often facilitate that and literally help each person understand the roles of the individual departments across that journey.