Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

Doing CX Right ℠
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  • MARKETING
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The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you'll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business.

  1. 207. Win New Customers By Appearing in AI Search Recommendations | Stacy Sherman

    4D AGO

    207. Win New Customers By Appearing in AI Search Recommendations | Stacy Sherman

    Did you know that AI is now reading your customer reviews, your public responses, and the sentiment around your brand to help buyers decide whether to trust your business? That means you need to pay attention to what customers are saying publicly and how your company responds, because those signals are shaping reputation, buying decisions, and future revenue before a prospect ever contacts you. In this solo episode of Doing CX Right®, Stacy Sherman shares 3 actionable lessons business leaders can use to protect revenue, avoid losing profitable customers, and improve the likelihood that their brand gets recommended by AI platforms. In this episode, you'll learn: How to use customer reviews more strategically What your public responses are really communicating Why review strategy now matters far beyond reputation What creates risk when your business has too many negative reviews or none at all How customer expectations and emotions shape public feedback What leaders need to do to strengthen how their brand is perceived online and by AI tools If your goal is to protect revenue, strengthen brand reputation, and know exactly where to focus, this episode will be very valuable and enable you to make an impact immediately wherever you work. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

    17 min
  2. 206. How Bad Customer Reviews Actually Help You Build a Better Business | Alicia Skubick

    MAR 24

    206. How Bad Customer Reviews Actually Help You Build a Better Business | Alicia Skubick

    Why do customers trust a 4.5 star rating more than a perfect 5? What is AI actually using to decide which businesses to recommend, and is your company showing up in those answers? Both questions come down to your reviews and what your business does when there is negative feedback. Most leaders ask how to delete bad customer reviews. They cannot. What they can do is respond within 24 hours, fix the root cause, and invite every customer to review, not just the happy ones. The businesses that build customer trust consistently are the ones AI recommends, and buyers consistently choose. In this episode of Doing CX Right®, Stacy Sherman speaks with Alicia Skubick, Chief Customer Officer at Trustpilot, the world's largest independent customer feedback platform. You will learn how to: Turn bad online reviews into clear actions that improve the business Respond quickly in ways that strengthen credibility and build customer trust Use customer feedback to find root causes across teams Develop trust over time through consistent actions Adjust to AI search, where reviews influence visibility and decisions Whether you lead a retail business, a financial services firm, or a service organization, this conversation will change how you think about every bad customer review you receive. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

    24 min
  3. 205. Overcome Buyer Skepticism: How To Boost Sales & Retention | Andrew Bertera

    MAR 16

    205. Overcome Buyer Skepticism: How To Boost Sales & Retention | Andrew Bertera

    How do you get skeptical buyers to choose your products and services over competitors? What does it actually take to earn trust from people who question everything before making a decision? Here is what most leaders get wrong: they assume that scientists, data-driven professionals, and analytical thinkers make decisions based purely on logic. The research says otherwise. Even in the most technical industries, something else is driving the final call. And once you understand what it is, it changes how you approach sales, marketing, and customer experience entirely. In this episode of Doing CX Right®, Stacy Sherman sits down with Andrew Bertera, a scientist-turned-marketing leader at New England Biolabs, to explore what actually moves skeptical buyers from hesitation to commitment. Stacy also shares the results of a LinkedIn poll she conducted, asking business leaders in complex buying cycles, life sciences, technology, and manufacturing, what most often prevents a purchase decision from moving forward. The answer surprised people. Listen to find out what it was and why it matters for your business, even if you are nowhere near the life sciences industry. In this conversation, you will learn: Why are the most analytical buyers not as logic-driven as you think How to turn skepticism into curiosity without overpromising What role do peer validation and credible data play in building trust How to design moments in the customer journey that reduce friction and increase confidence Why a consistent brand experience across marketing, sales, and service determines whether a skeptical buyer stays or leaves How structured and informal feedback loops keep you ahead of what customers actually need The conversation is grounded in life sciences, but the principles apply to any business working to win over careful, skeptical buyers and build loyalty that lasts. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

    27 min
  4. 204. Best Career and Leadership Advice from 30 Women Across Industries

    MAR 9

    204. Best Career and Leadership Advice from 30 Women Across Industries

    What's the best leadership advice you've ever received or given? In this special episode, host Stacy Sherman brings together 30 accomplished women leaders from across industries to share their valuable wisdom with you. Perfect timing for March and International Women's Day, though leadership insights are timeless no matter when you're listening. From Wall Street traders to customer experience executives, bestselling authors to Fortune 500 leaders, you'll hear accomplished women reveal the insights that helped them navigate challenges, break barriers, and build successful careers. In this episode, you'll learn: • Why believing in yourself is the foundation of all leadership success • How to lead with authenticity without conforming to outdated expectations • The power of "both/and" thinking instead of either/or trade-offs • Why clarity is kindness when giving difficult feedback • How to be direct and compassionate simultaneously • The importance of surrounding yourself with people better than you • Why focusing on the good makes problems shrink • How to balance employee and customer needs without choosing sides • The courage to ask for what you want (because "all they can do is say no") • Why passion is your competitive differentiator Featured Leaders (in order of appearance): • [0:00 - 4:59] Stacy Sherman (Host) - Opens women's leadership topic; shares mom's story & personal advice [1:50 - 4:52] • [4:59 - 5:38] Laurie Guest - Hiring people better than you • [5:38 - 6:24] Lisa Oswald - Personal power & agency • [6:24 - 6:59] Brittany Hodak - Employee experience equals customer experience • [6:59 - 8:17] Michelle Musgrove - Authenticity in leadership • [8:17 - 8:40] Sylvie di Giusto - Choose to be unique • [8:40 - 9:42] Katie Webb - Never lose passion; be the energy you want • [9:42 - 11:02] Eileen Brenner (Stacy's Mom) - Believe in yourself first; take chances • [11:02 - 11:27] Jeanne Bliss - Customer experience leadership • [11:27 - 11:56] Lisa Ford - Be the role model • [11:56 - 12:21] Jackie Yeaney - Make positive impact • [12:21 - 12:59] Wendy Smith - Both/and thinking • [12:59 - 13:07] Cindy Gallop - Leaders put people first • [13:07 - 13:34] Blake Morgan - Every day is a choice • [13:34 - 13:52] Marcey Rader - Hierarchy & boundaries • [13:52 - 14:07] Jacqui Brassey - Work with people you enjoy • [14:07 - 14:51] Sharon Weinstein - Same sheet music • [14:51 - 15:12] Miya Gray - Listen & be open • [15:12 - 15:28] Catherine Sugarbroad - Be fearless • [15:28 - 15:46] Annette Franz - Can't force people to care • [15:46 - 16:09] Nicole Donnelly - All they can do is say no • [16:09 - 17:04] Vannessa LeBoss - Nothing without us • [17:04 - 17:54] Dr. Monica Amadio - Focus on the good • [17:54 - 18:04] Kate Bradley Chernis - Leave silence • [18:04 - 18:49] Joanne Lipman - Side hustles matter • [18:49 - 19:27] Tia Graham - Lead with heart; coach in the moment • [19:27 - 19:49] Cynthia James - Never compromise truth • [19:49 - 21:18] Leslie O'Flahavan - Candor, courage, and kindness in leadership communication • [21:18 - 22:26] Lauren Herring - Focus on the why • [22:26 - 23:06] Madalyn Sklar - Listening is important • [23:06 - 23:30] Vicki Brackett - Be proactive • [23:30 - 23:42] Kerry Bodine - Clear desk, clear mind • [23:42 - 24:49] Tiffani Bova - Balance employee & customer needs • [24:49 - 25:55] Jennifer Lee - Clarity is kindness; compassionate candor Whether you're an aspiring leader, a seasoned executive, or somewhere in between, this episode offers actionable wisdom you can apply immediately to advance your career and lead with greater impact. If you're looking for a speaker at your next event, a content partner, or someone to ensure your team is Doing CX Right for better results, contact Stacy Sherman at https://DoingCXRight.com

    26 min
  5. 203. How To Stop Costly Customer Escalations And Fix The Cause | Stacy Sherman

    MAR 3

    203. How To Stop Costly Customer Escalations And Fix The Cause | Stacy Sherman

    As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand. Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business. You'll learn how to: Detect patterns and warning signs before escalations escalate Build repeatable processes and escalation playbooks that drive consistency and ownership Design intentional customer journeys that anticipate issues and close feedback loops Align teams across departments to resolve root causes, not just symptoms Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

    26 min
  6. 202. Why "Satisfied" Customers Leave And How To Keep Them | Stacy Sherman

    FEB 25

    202. Why "Satisfied" Customers Leave And How To Keep Them | Stacy Sherman

    Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them. In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant. Stacy shares practical ways to drive real customer loyalty: Identify why "nothing went wrong" isn't enough to create memorable experiences Ask questions that reveal what customers truly value Measure behavior: repurchase, renewal, and referral rates instead of opinion scores Redesign onboarding and service touchpoints so customers feel supported, not lost CSAT isn't useless, but it measures baseline competence, not competitive advantage. Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

    11 min
  7. 201. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens (Replay)

    FEB 17

    201. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens (Replay)

    As companies adopt AI to increase efficiency, they often implement technology before fully understanding their business processes. That blind spot creates tension between IT and customer-facing teams, weakens service quality, and limits profitable growth. In this episode of Doing CX Right®, Stacy Sherman examines this issue through a customer experience lens, sharing her expert perspective on why operational clarity must come before automation. She talks with Eric Skeens, CEO of Three Tree Tech, about how one company increased revenue by $1M using AI strategically, without adding headcount and while keeping service personal. You'll learn how to identify the right moments for AI integration and protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at DoingCXRight.com. Book time with Stacy through this link.

    31 min
  8. Best Leadership Advice: 200th Doing CX Right Podcast Highlights

    12/01/2025

    Best Leadership Advice: 200th Doing CX Right Podcast Highlights

    What's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost both your business growth and your personal development. You'll hear powerful lessons from leaders like Seth Godin, Daniel Pink, Jeanne Bliss, Fred Reichheld, Shep Hyken, Daniel Goleman, Mark Schaefer, and many others. Their brief insights here reveal the advice that shaped their success and their approach to supporting every person on their team. Inside this special episode, you'll gain The crucial mindset shift that catalyzed their biggest career growth. The essential principles they pass on to rising talent. The game-changing perspective they wish they had adopted sooner. The practical steps they use daily to create a supportive team environment. There are countless more actionable strategies shared beyond this show! While this episode is packed with wisdom, the full stories and in-depth advice are in the past 199 shows. Listen and take notes, as you'll find incredible wisdom you can apply today. Also, subscribe on your favorite channel to get notified of NEW episodes that will give you even MORE strategies to elevate your business and personal career too! This episode is also available to watch on YouTube Featured guests in this episode: Listed in the order they appear so you can follow the voices as you listen. Seth Godin • Shep Hyken • Daniel Pink • Wally Feresten • Jay Baer • Fred Reichheld • Rob Markey • Bob Burg • Greg McKeown • Eileen Brenner • Sam Brenner • David Avrin • Mark Sanborn • Brittany Hodak • Joe Calloway • David Singer • Jeannie Walters • Colin Shaw • Kerry Bodine • Jeanne Bliss • Lisa Ford • Mark Schaefer • Joe Pine • Bill Price • Katie Webb • Brian Elliott • Scott McKain • Jackie Yeaney • Josh Bersin • Tiffani Bova • Wendy Smith • Stephen Shedletzky • Sylvie di Giusto • Bill Staikos • Neal Schaffer • Daniel Goleman • Patrick McCullough • Dennis Snow • Neil Hoyne • Simon T. Bailey • Mauro Porcini • Laurie Guest • Cindy Gallop • Zach Picon • Nir Eyal • Sean Albertson • Neal Topf • David Allen • Blake Morgan • Marcey Rader • Michael B. White • Max Ball • David Wachs • Sean Hawkins • Jacqui Brassey • Michael Brenner • Sharon Weinstein • Miya Gray • Joel Block • Mark Stern • Catherine Sugarbroad • Dave Seaton • Jon Picoult • Greg Kihlström • Eric Skeens • Ryan Estis • Ian Golding • Jeff Toister • Matt Dixon • Annette Franz • Stan Phelps • Jim Tincher • Joey Coleman • Dan Gingiss • Miika Mäkitalo • Greg Melia Resources & Next Steps Get Insider Strategies: Subscribe to Doing CX Right newsletter for proven, actionable insights you can't get anywhere else. Book a Call: Schedule personalized time with Stacy Sherman.

    48 min
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5
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About

The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you'll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business.

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