Doing Customer eXperience Right In The AI Era | Stacy Sherman
Episodes
Celebrating 100 Episodes! Shep Hyken Interviews Stacy Sherman
28 Aug 2023
Contributed by Lukas
It's a special role reversal for the 100th episode of "Doing CX Right." Customer service legend Shep Hyken interviews show host Stacy Sherman as they ...
99. How Impact Sourcing is the Ultimate Loyalty Strategy for Modern Business with Rita Soni
21 Aug 2023
Contributed by Lukas
Do you know about the new trend called impact sourcing? Stacy Sherman and Rita Soni discuss how hiring people from diverse, overlooked communities tra...
98. Doing CX Leadership Right Based on Brain Science with Alain Hunkins
14 Aug 2023
Contributed by Lukas
How does our brain's design shape our customer interactions? And could it be the secret weapon for unparalleled customer service? Join Stacy Sherman a...
97. The New Rules of Customer Experience in a Post-Digital Era with Antonio Grasso
07 Aug 2023
Contributed by Lukas
Ever wonder what lies beyond the current wave of digital transformation? Doing CX Right host Stacy Sherman and tech guru Antonio Grasso explore this v...
96. Gaining a Competitive Edge With An Experience Mindset ~ Tiffani Bova
31 Jul 2023
Contributed by Lukas
Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX...
95. How AI Is Transforming Communication & Customer Service with Microsoft Leader, Frank X Shaw
24 Jul 2023
Contributed by Lukas
Have you heard of Copilot artificial intel? It's the innovative new AI assistant from Microsoft that's changing the way we work and communicate. It's ...
94. Future-Proofing Your Business with Unstoppable CX Leadership and Innovation with Victoria Pelletier
20 Jul 2023
Contributed by Lukas
Ever wonder why some businesses effortlessly deliver extraordinary customer experiences while others struggle? Host Stacy Sherman and guest Victoria P...
93. Disruptive CX Strategies - Insights From A Woman Who "Blows Sh*t Up!" ~Cindy Gallop
03 Jul 2023
Contributed by Lukas
How can open communication and respect revolutionize your business? What if the key to reinventing the future is creating what doesn't exist? Stacy Sh...
92. The Power of Deliberate Calm To Maximize Customer Service Performance with Jacqui Brassey
25 Jun 2023
Contributed by Lukas
Do you want to improve your CX leadership skills and create a calm work environment? Host Stacy Sherman interviews Jacqui Brassey, author of "Delibera...
91. From Vision to Reality - Building a Customer Service Culture the Right Way with Ron Kaufman
17 Jun 2023
Contributed by Lukas
Are you struggling with creating a customer-centric culture or measuring service effectiveness? This episode with customer service culture experts Sta...
90. The Zero-In Formula - Building A Customer-Centric Brand That People Crave with Dennis Geelen
11 Jun 2023
Contributed by Lukas
How do top customer-centric brands gain and sustain a loyal following? What are they doing differently that you can replicate at your company? If you ...
89. Demystifying AI: How Humans and Machines Can Work Together with Kate Bradley Chernis
03 Jun 2023
Contributed by Lukas
In the highly competitive business world, delivering exceptional customer experiences is critical. To help business leaders differentiate their brands...
88. Digital Transformation and CX Innovation Lessons With Dr. Joerg Storm
21 May 2023
Contributed by Lukas
Stacy Sherman and Dr. Joerg Storm, Digital Transformation Leader, discuss the power of digitalization on customer experiences. You'll hear the proven ...
87. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service with Josh Bersin
14 May 2023
Contributed by Lukas
Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and e...
86. The Trifecta of Trust: A Blueprint for Customer Experience Success with Joe Folkman
07 May 2023
Contributed by Lukas
Are you a business leader seeking better ways to retain customers fueled by trusted employees? Are you struggling to create a culture of trust in your...
85. Doing Digital Transformation Right - The Merge of Humans and AI Bots with Marcell Vollmer
28 Apr 2023
Contributed by Lukas
Digital transformation is affecting how we provide customer experiences in new ways. You may be wondering about how we co-exist with AI robots. Will t...
84. 5 Essential Elements of Creating Loyal Advocates and Raving Fans with Brittany Hodak
23 Apr 2023
Contributed by Lukas
Are you struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactl...
83. The Competitive Edge - How Disruptive Start-Up Is Winning with Customer Experience featuring Zach Picon
16 Apr 2023
Contributed by Lukas
If you are looking for proven strategies to start an innovative business, grow and disrupt any industry, then this episode is for you. Host Stacy Sher...
82. Unlock the Secrets of Starting a Thriving Customer-Centric Business or Side Hustle with Marcus Köhnlein
09 Apr 2023
Contributed by Lukas
Are you struggling to build a successful, sustainable business that truly puts the customer first? Do you want to transform your business culture & de...
81. The Future of Customer Service - How Generative AI is Changing the Game with Evan Kirstil
01 Apr 2023
Contributed by Lukas
What is generative artificial intelligence, or AI for short? How can we leverage AI in business to enhance customer experiences and service agents to ...
80. The Path to Reinvention: Transforming Your Work and Life for Lasting Success with Joanne Lipman
26 Mar 2023
Contributed by Lukas
In a world where people are experiencing disruptions, some forced and others by choice, a common question is, what's next? Stacy Sherman sits down wit...
79. The Science Behind Happy Leadership and Improved Customer Service Experiences With Tia Graham
19 Mar 2023
Contributed by Lukas
Do your work teams seem disengaged? Are you looking for simple impactful ways to enhance your company culture? Stacy Sherman and guest Tia Graham, an ...
78. The Art of Mastering Your Authentic Voice for Maximum Success with Cynthia James
12 Mar 2023
Contributed by Lukas
Your voice matters! Whether you're a new employee trying to make a good impression or a seasoned professional looking to make a difference, having a c...
77. AI and the Human Element - How to Strike a Balance in the Workplace with Brian Solis
05 Mar 2023
Contributed by Lukas
Stacy Sherman and featured guest Brian Solis, VP of Global Innovation at Salesforce and a best-selling author and futurist, provide valuable insights ...
76. Insights from Saturday Night Live About Customer Loyalty with Wally Feresten
25 Feb 2023
Contributed by Lukas
What makes shows like Saturday Night Live and Late Night with Seth Meyers have consistently loyal fans week after week? What can show business teach c...
75. The Hook Model - Unlocking the Secrets of Customer Engagement with Nir Eyal
19 Feb 2023
Contributed by Lukas
Want to know how to create addictive products that keep customers coming back for more? Listen to this episode as Stacy Sherman interviews Nir Eyal, a...
74. Expert Insights on Improving Customer Experience in the Contact Center Industry with Peter Ryan
12 Feb 2023
Contributed by Lukas
How is technology changing the customer service industry and what does the future hold for traditional contact centers? Listen to Stacy Sherman and gu...
73. Marketing & Customer Experience Trends From A CMO Executive Lens with Jackie Yeaney
05 Feb 2023
Contributed by Lukas
What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman inte...
72. "Stopping The Stupid" For Better Customer Experience Outcomes Over Outputs with Anthony Coppedge
29 Jan 2023
Contributed by Lukas
What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric bra...
71. The Silver Lining in Regret - How to Turn a Negative Experience into a Positive Outcome | Daniel Pink
21 Jan 2023
Contributed by Lukas
Regret is an intense human emotion that can be experienced when we have made a mistake or missed an opportunity. Regret often brings feelings of guilt...
70. The Future of Work and Scheduled Flexibility with Brian Elliott
15 Jan 2023
Contributed by Lukas
Workplace flexibility is no longer a nice benefit. It's an expectation employees have when choosing a company to work for, stay with, and recommend. B...
69. The Revolutionary Power of CX, Social, and Influence Marketing with Mark Schaefer
08 Jan 2023
Contributed by Lukas
Stacy Sherman and Mark Schaefer, author of multiple best-selling books, discuss the revolutionary power of CX (customer experience), social media, and...
68. How to Avoid Dangerous Assumptions about Your Customer with Zach Pousman
01 Jan 2023
Contributed by Lukas
Do you make dangerous assumptions and fall into the trap of thinking you know exactly what customers want, only to discover that your solutions are no...
67. Fireproof Strategies To Lead Teams And Thrive Through Disruption with David Hollenbach
04 Dec 2022
Contributed by Lukas
We all face stressful situations. Some put out fires literally, like David Hollenbach who spent 23 years in public safety, while others do so figurati...
66. Differentiating Customer Service vs. Customer Experience and Trends with Max Ball
27 Nov 2022
Contributed by Lukas
Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal An...
65. Improving Customer Service Results Through Empowered Agents with Sean Hawkins
20 Nov 2022
Contributed by Lukas
When was the last time you contacted customer service for help with a product or service? How did the conversation go? Was the agent empathetic and he...
64. Creating Fun In The Workplace For Better Customer Experience with Rick Bonds
11 Nov 2022
Contributed by Lukas
What are your company values and beliefs? Is having fun intentional or an afterthought? How does having fun link to better customer experiences and br...
63. Customer Service Communication Habits To Break with Leslie O' Flahavan
05 Nov 2022
Contributed by Lukas
How customer service agents speak and write to customers can make or break a brand's reputation. When communication goes wrong, people stop buying fro...
62. Becoming an Unforgettable Customer-Centric Company with Jeanne Bliss
30 Oct 2022
Contributed by Lukas
How do you become an unforgettable brand that customers continue to buy from and rave about to others? What are ways to lead and unite your organizati...
61. Customer Experience Lessons From Best-In-Class Brands with Joseph Mitchelli Customer Experience Lessons From Best In Class Brands with Joseph Mitchelli
23 Oct 2022
Contributed by Lukas
How hard is it to become your customer? What can we learn from brands that consistently achieve customer loyalty as well as employee advocacy too? Sta...
60. Journey Mapping Techniques To Put Customers At The Center Of Your Business With Kerry Bodine
17 Oct 2022
Contributed by Lukas
Are you putting the customers at the center of your business? Would your clients say yes, if asked? Stacy Sherman and Kerry Bodine discuss how to put ...
59. Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance with Alan Stein, Jr
09 Oct 2022
Contributed by Lukas
What can the highest-performing basketball players teach us about delivering exceptional customer experiences? What are leadership strategies that eli...
58. Creating memorable & personalized customer experiences at scale with David Wachs
02 Oct 2022
Contributed by Lukas
How often do you get a personalized handwritten letter in the mail? When received, how does it make you feel? Bet you remember it and may even look at...
57. Leading Experience Management During Uncertain Times with Bruce Temkin
25 Sep 2022
Contributed by Lukas
What does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, emplo...
56. Creating a Frictionless Organization & Better Customer Experience with Bil Price
18 Sep 2022
Contributed by Lukas
Being frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And what are simple steps to remove custom...
55. Building A Winning Customer-Centric Organization The Right Way with Annette Franz
12 Sep 2022
Contributed by Lukas
Customer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers ...
54. Hooked On Customers: Habits of Legendary Customer-Centric Companies with Bob Thompson
04 Sep 2022
Contributed by Lukas
What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer ...
53. Leadership Advice and Why Pay Equity Matters | Catherine Sugarbroad
26 Aug 2022
Contributed by Lukas
In this episode of Doing CX Right, we unpack actionable strategies for both business leaders and employees to drive retention and job fulfillment thro...
52. Breakthrough Approaches to Managing Customer Risk with Richard Owen
21 Aug 2022
Contributed by Lukas
Your surest path to lasting business growth is by getting a handle on customer risk BEFORE it's too late. There is a series of steps to reduce churn a...
51. Driving Positive Outcomes During CX Day, Customer Service Week & Beyond
14 Aug 2022
Contributed by Lukas
Every October, the CX community celebrates the professionals and companies that make great customer experiences happen - a celebration known as CX Day...
50. Business and Life Experience Lessons Featuring Mom Eileen
07 Aug 2022
Contributed by Lukas
In honor of my 50th podcast milestone, I'm excited to bring you an inspiring trendsetter. Meet my Mom, Eileen, one of the first women Options Traders ...
49. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems with Wendy Smith
01 Aug 2022
Contributed by Lukas
Life is full of paradoxes. How can we express our individuality and be a team player? Balance work and life? Take care of ourselves while supporting o...
48. Getting More Organized and Productive Through GTD® with David Allen
25 Jul 2022
Contributed by Lukas
There's a global productivity movement happening in our fast-paced world. Millions of people are changing their approach to apply order to chaos. They...
47. Building Trust And Selling From The Heart With Larry Levine
15 Jul 2022
Contributed by Lukas
Trust, credibility, and authenticity are the currencies of sales. Gone are the days of manipulative and pushy salespeople relying on charm to close de...
46. Transforming Customer Experience Through Mystery Shopping
09 Jul 2022
Contributed by Lukas
You've probably heard about mystery shopping as it's been a valuable market research tactic for a long time. Yet, there are new aspects to understand ...
45. Winning On Purpose and Measurements of Success with Fred Reichheld
25 Jun 2022
Contributed by Lukas
Thousands of companies around the world have adopted the Net Promoter System (NPS) since its conception two decades ago by my guest, Fred Reichheld. D...
44. Recruiting & Hiring Best Practices For Customer Success with Sam Brenner
18 Jun 2022
Contributed by Lukas
As we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce...
43. Improving Customer Journeys With Employees As Heroes with Ian Golding
12 Jun 2022
Contributed by Lukas
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 intentional...
42. The Power Of Influencers To Get New Customers with Neal Schaffer
31 May 2022
Contributed by Lukas
Attracting new customers is getting harder due to disrupting trends, such as declining television viewership, growing social media audiences, and high...
41. Doing Customer Experience Right Through Content marketing
28 May 2022
Contributed by Lukas
How can you keep your business at the forefront of peoples' minds when it's time to buy what you sell? The answer is through content marketing when do...
40. Making Your Brand Tattoo-Worthy with Jim Knight
25 May 2022
Contributed by Lukas
Is your brand tattoo-worthy? Do you provide an awesome experience whereby people have a love affair with you so much that they're willing to put ink o...
39. Breaking Silos and Harnessing Data to Improve Customer Experiences with Celia Fleischaker
16 May 2022
Contributed by Lukas
How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focu...
38. Planning For Cryptocurrency & New Technology To Enhance Customer Service Experiences with Adrian Swinscoe
06 May 2022
Contributed by Lukas
How does blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand ou...
37. Maximizing Employee & Agent Engagement To Deliver Customer Excellence with Rob Stewart
29 Apr 2022
Contributed by Lukas
What does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased...
36. Improving Communication and Rehumanizing Business Through Videos with Ethan Beute
24 Apr 2022
Contributed by Lukas
Business success is dependent on effective communication with customers and employees. Videos are proving to be an ideal way to increase connections a...
35. Getting To The Next Level Starts With You Featuring Lauren Herring
17 Apr 2022
Contributed by Lukas
Customer satisfaction and loyalty are directly correlated to employee happiness. So, how can leaders maximize staff engagement and keep top performers...
34. Advancing Customer Experiences Through IT Alignment with Michael Buckham-White
11 Apr 2022
Contributed by Lukas
It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are comm...
33. Reducing Burnout To Deliver Better Customer Experiences with Marcey Rader
03 Apr 2022
Contributed by Lukas
Employee and agent burnout is real and impacts their ability to deliver customer excellence. So, how do you banish burnout, retain good people and ens...
32. Solving Customer Pain Points Through Research, Design and Innovation with Alex Genov
27 Mar 2022
Contributed by Lukas
Is there a difference between innovation & invention? What can a model customer-centric brand, like Zappos, teach us about achieving real success in a...
31. Is Traditional Selling Dead? Getting New Customers The Right Way
20 Mar 2022
Contributed by Lukas
Are you controlling the narrative so customers find and buy from your brand? Is traditional selling dead? What's the best way to lead teams to win new...
30. Competing for Customer Time, Attention, and Money with Joe Pine
13 Mar 2022
Contributed by Lukas
We're living in an Experience Economy whereby customer needs continue to change. How can you better differentiate your brand and compete for customers...
29. Doing What's Right For Customers While Balancing Internal Processes with Bill Staikos
06 Mar 2022
Contributed by Lukas
Your employees' behavior is your customer experience. You can't separate them out, says Bill Staikos, Senior VP at Medalia during his interview on Sta...
28. Influencing Desirable Customer Behaviors Through Experience Management with Howard Tiersky
28 Feb 2022
Contributed by Lukas
Stacy Sherman interviews Howard Tiersky, author of Winning Digital Customers, about how to drive desirable customer behaviors (buy, refer) as the root...
27. Differentiating Experiences To Dominate Your Industry with Stan Phelps
21 Feb 2022
Contributed by Lukas
Your brand today is no longer what you tell people it is. It is the differentiated experience (DX) your employees deliver. It is what you stand for an...
26. Understanding and Influencing Your Customers' Decisions with Mary Drumond
13 Feb 2022
Contributed by Lukas
Do your customers think you're deaf? How can you really hear them to fix pain points and impact customers' decisions? Stacy Sherman interviews Mary Dr...
25. Creating An Emotional Connection To Gain & Keep Loyal Customers with Jim Tincher
04 Feb 2022
Contributed by Lukas
How hard is it to be your customer? Are you creating emotional connections to gain & keep customers loyal? Employees too? Stacy Sherman interviews Jim...
24. Predicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys with Matt Dixon
29 Jan 2022
Contributed by Lukas
Do you know what your customers and prospects will do after interacting with your brand without having to survey them over and over again? Are you tak...
23. Turning One Time Purchasers Into Lifelong Customers with Joey Coleman
23 Jan 2022
Contributed by Lukas
Customer retention doesn't happen automatically to attain company profits. You need to apply the right strategies and tactics for turning one-time pur...
22. Doing Customer Service Right in 2022 and Beyond with Jeff Toister
16 Jan 2022
Contributed by Lukas
In order to deliver the best customer service, you need to understand the full meaning and how to do it right. My featured guest Jeff Toister, a best-...
21. Minimizing 'Red Tape' to Deliver Better Experiences with Stephanie Thum
09 Jan 2022
Contributed by Lukas
Have you heard of the term "red tape"? Friction, sludge, no redeeming value are associated terms. Most think red tape pertains just to government, yet...
20. Building Trusting Customer and Employee Relationships For Long Term Success with Charles Green
31 Dec 2021
Contributed by Lukas
Trust is a vital element of relationships. So, how do you build trust with employees and customers? How can you be a better leader to gain a sustainab...
19: Eliminating What Customers Hate For Scalable Growth featuring Nick Webb
25 Dec 2021
Contributed by Lukas
Do you want to drive fast scalable growth and profitability? Then you must eliminate what customers hate and make happiness your business strategy. My...
18. Distinguishing Your Brand In A Hyper-Competitive Marketplace featuring Scott McCain
17 Dec 2021
Contributed by Lukas
What to do when 'Great' Isn't Good Enough to Grow Your Business? How can organizations and professionals create distinction to attract and retain cust...
17. What It Takes To Keep Loyal Fans - CX Advice From A Rockstar, with James Dodkins
11 Dec 2021
Contributed by Lukas
How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodki...
16. Everyday Ways To Live Your CX Mission Featuring Jeannie Walters
04 Dec 2021
Contributed by Lukas
Do you have a customer experience mission? My guest Jeannie Walters, explains why it's important and how it relates to "Creating Fewer Ruined Days for...
15. Doing Customer & Employee Experience Right In The Digital Age Featuring Steven van Belleghem
28 Nov 2021
Contributed by Lukas
What is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and autho...
14. Creating a speak up culture for greater fulfillment featuring Stephen Shedletzky
20 Nov 2021
Contributed by Lukas
How do you establish a speak-up culture to drive innovation and performance at high levels? Stephen Shedletzky, shares wisdom and best practices based...
13. Your Role As An Experience Maker Featuring Dan Gingiss
13 Nov 2021
Contributed by Lukas
How do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker an...
12. Delivering Unforgettable Experiences Featuring Ryan Estis
07 Nov 2021
Contributed by Lukas
How often do you pause and think about how a simple gesture or interaction impacts a colleague, customer, friend +. Ryan Estis helps company leaders a...
11. How Attention Pays™ For Productivity, Accountability & Profitability Featuring Neen James
31 Oct 2021
Contributed by Lukas
We often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better ...
10. Communicating and Delivering Real Value Featuring Bob Burg
16 Oct 2021
Contributed by Lukas
In business, your primary focus must be the value you provide to customers. Value is what makes people trade their money for a service or a product. M...
9. How To Hug Your Haters & Make Customers Love Your Brand Featuring Jay Baer
05 Oct 2021
Contributed by Lukas
Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author...
8. Aiming High - Mental Health & Business Impacts Featuring Darren Prince
05 Oct 2021
Contributed by Lukas
Did you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author o...
7. Creating and Leading A Customer-Centric Workplace Featuring Ashok Ramachandran
03 Oct 2021
Contributed by Lukas
How do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer...
6. Leveraging Social Media For Customer Service & Competitive Insights Featuring Madalyn Sklar
26 Sep 2021
Contributed by Lukas
Are you using social media to build customer relationships, enhance customer service and gain competitive insights? Madalyn Sklar, a digital marketing...
5. Bringing The Human Back In Human Resources Featuring Dan Naiman
19 Sep 2021
Contributed by Lukas
Stacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan's human-centric approach to employee and customer experience as w...
4. How To Create a Frictionless Experience To Get and Keep Customers Loyal Featuring Adam Toporek
11 Sep 2021
Contributed by Lukas
If you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless. Episode Highligh...
3. Increasing Employee Engagement To Deliver Customer Excellence Featuring Colin Shaw
23 Aug 2021
Contributed by Lukas
What does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfac...
2. Measuring Customer Loyalty (NPS and Beyond) Featuring Rob Markey
16 Jul 2021
Contributed by Lukas
Net Promoter (NPS) is a popular way to gauge whether your customers are brand advocates (promoters) or dissatisfied (Detractors). Rob Markey, co-found...
1. How To Get Customers Back Again & Again Featuring Shep Hyken
05 Jul 2021
Contributed by Lukas
What does customer loyalty really mean? What are proven tactics to get repeat customers? Which brands are doing customer experience right and what are...