Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

Hosted by Doing CX Right ℠

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226

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Aug 2026

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EN-US

About the show

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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60 recent

August 25, 2026Episode 22633 min

226. Driving Positive Outcomes During CX Day, Customer Service Week & Beyond | Greg Melia

This podcast was previously recorded in Aug 2022. The actionable recommendations apply even more today! Have you heard about CX Day? Every October, people worldwide celebrate with their employees, agents, and clients. It reminds me of "Mother's Day" or "Father's Day." It's a time to intentionally celebrate and express gratitude to the people who matter in our lives. It doesn't mean we stop appreciating people on all other days of the year. It's a time to pause, reflect, and take extra purposeful action. CX Day falls in the same week as National Customer Service Week (NCSW) and has a similar meaning, yet not the same. CX Day & Customer Service Week: The Basics CX Day was established ten years ago by the Customer Experience Professionals Organization (CXPA) to empower and unite companies, CX networks, and all people around the world to come together annually on the first Tuesday of October. Though there are benefits to being a CXPA member, you are not required to be one to take part in the festivities. Customer Service Week was created in 1991. The U.S. Congress signed a proclamation in 1992 establishing Customer Service Week as a nationally recognized event. The goal is to emphasize the importance of customer satisfaction (though Stacy Sherman would say "delight," as satisfaction isn't good enough anymore) and listening to customers as critical components of building a successful business. Since then, the commemoration has spread across the United States and internationally to more than 60 countries. By the end of this podcast episode, you'll learn how to celebrate CX Day and Customer Service Week at your company with significant impact and minimal budget. Show Topics Include: What CX Day / Customer Service Week is about. How and when it all began. Debates about CX Day being one day a year. Is that enough? The link between Inclusion and CX. Why purpose-driven companies attract better talent and customers. The best leadership advice received and given. One key takeaway for companies of all sizes to apply now for better outcomes. Need help to create and launch a company-wide event at your company? Set up a free advisory call Contact Stacy Sherman now. And subscribe to the Doing CX Right®‬ newsletter for more actionable strategies to boost business results.

August 18, 2026Episode 24423 min

225. How to Retain Customers Who Never Had a Reason to Leave Until Now | Michelle Musgrove

Most leaders assume their customers won't leave as long as the price is fair and the service works. Michelle Musgrove of Washington Gas and I agree that is a dangerous assumption. A customer with no other option is not the same as a loyal one. Confuse the two: the process keeps serving the company instead of the customer, nobody follows up directly, and the first real alternative wins them over. So what separates the companies that retain customers for years from those that lose them as soon as a competitor enters the market? This episode is for leaders in both situations: those already competing for customers, and those whose industry has never had them until now. What You Will Learn: Why adding more AI to the customer experience problem is not the answer, even when your technology budget is growing What the difference between customer experience and customer service actually means in practice, and why companies that confuse the two stay in a reactive cycle How to get CX right the first time by identifying which issues repeat, what drives them, and where the process breaks before a customer ever contacts you Why progress on first-contact resolution matters more than waiting for a perfect solution, and how to build on incremental gains How to build a business case for CX investment in a regulated environment where every dollar requires justification Why CSAT alone does not give an accurate picture of the customer experience, and what NPS open-ended responses, customer effort score, and third-party benchmarks reveal that a satisfaction score cannot How to get every employee across every role to take accountability for the customer experience, regardless of whether they interact with customers directly Where AI helps frontline teams serve customers faster by handling routine work, and where leaders are confusing automation with culture change Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

August 11, 2026Episode 22428 min

224. The Ultimate Leadership Advantage AI Can Never Replicate | Nate Spears

Most companies think investing in the latest technology will set them apart. While AI handles simple, routine inquiries, Nate Spears of ClearSource explains why software alone fails to deliver: everyone now has access to the exact same tools. As automation takes over basic tasks, frontline agents are left to manage complex, stressful customer interactions that require genuine human skill. So what actually separates companies with deeply loyal customers from those relying on the same equipment as everyone else? In this episode of Doing CX Right, you'll learn 5 practical strategies to attract top talent and strengthen your frontline. This episode is for any leader who wants to build the ultimate leadership advantage AI cannot replicate: a winning culture that inspires people to give their best because of how you lead them. Actionable Takeaways Start hiring differently this week. Replace "tell us about your greatest achievement" with "tell me about a time you worked hard for something," and "tell me about a time you got feedback you did not like." Listen for humble, hungry, and smart. Then promote the people who exhibit these traits and remove those who set a standard of mediocrity. Audit your environment for friction. Walk through the policies and processes your team interacts with daily. Which ones make their job easier? Which ones make it harder? Pick one policy or process that is creating friction and change it this week. Then ask your team what else is in the way. Reframe one metric. Pick your most feared KPI, probably handle time. Sit down with your leaders and answer this: What is the right amount of time to actually help this customer well? Make that your target. When someone misses it, ask what got in the way instead of why they broke the rule. Measure feelings at key moments. Start asking customers one question at three specific moments in their journey: how do you feel right now? Track the trend. You will find the actual problems, and they will not be where your current metrics point. Model discretionary effort for your team first. Commit to one one-on-one per week without canceling. Show up early to solve a problem one of your people is facing. Demonstrate what discretionary effort looks like before asking them to give it to customers. And more as you'll hear in this episode. Learn more about ClearSource, whose cutting-edge solutions seamlessly blend artificial intelligence, speech analytics, generative AI, workforce management, agent assist, and automation, empowering you to deliver unparalleled customer experiences that drive growth and loyalty. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Subscribe to Doing CX Right℠ newsletter for proven strategies to boost revenue, retention, and brand reputation. #ClearsourcePartner

August 4, 2026Episode 22330 min

223. Becoming an Unforgettable Customer-Centric Company (Replay) | Jeanne Bliss

What can you do to be an unforgettable company that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" In this episode of Doing CX Right®, host Stacy Sherman talks with Jeanne Bliss about these topics, including the value of goal mapping versus journey mapping to be an unforgettable customer-centric company, workforce trends, and earning the right to customer-driven growth. What You Will Learn Build a goal map that names what the customer needs to accomplish before your team designs any internal process step. Replace department-level output metrics with one shared outcome metric, such as tracking how many days a product or service stays functional instead of counting units sold. Test any fee, policy, or contract term by asking whether you would apply that same term to your own parent, then rewrite any term that fails the test. Publish a documented list of pre-approved actions frontline employees can take on the first contact, without routing the decision to a manager for approval. Keep a live person reachable behind every automated tool, so customers who need a human for a complex or high-value request always have that option. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

July 28, 2026Episode 22230 min

222. AI Meets Human Touch: Redefining Customer Experience (Replay) | David Singer

Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and CX expert David Singer, Global VP at Verint, share answers to these questions, plus strategies for balancing advanced AI with genuine human interactions. AI and Customer Experience Topics Discussed: How technology can enhance CX beyond the traditional metrics, integrating seamlessly into daily customer interactions. The importance of overcoming the fear of change, and how gradual implementation of new tools can lead to significant improvements. Real-world examples of how AI in quality management has resulted in fairer employee evaluations and better customer experiences. Strategies to balance speed and quality in customer service, ensuring timely yet meaningful interactions. Leadership insights on inspiring teams rather than just inspecting their work, fostering an environment of empowerment. The direct impact of treating employees well on delivering exceptional customer experience. How advanced technologies like Generative AI can handle routine tasks, freeing up human agents for more complex, empathy-driven interactions. Whether you're a CX leader, a business owner, or a AI technology enthusiast, you won't want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today's competitive landscape. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

July 21, 2026Episode 22144 min

221. Customer Service Fatigue: How To Prevent and Stop It (Replay) | Laurie Guest

Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you need motivation and practical strategies to refresh and refuel your customer service approach? In this episode of Doing CX Right, host Stacy Sherman is joined by Speaker Hall of Famer Laurie Guest. Together, they unpack the concept of "service fatigue" and its damaging ripple effects across the customer journey. Discover Laurie's powerful principle of the "10 Cent Decision" and how to implement small but mighty changes that lead to significant gains. You'll hear actionable insights to reignite passion in your people, combat complacency, and create customer conversations that build loyalty and new business. What You Will Learn Review your team's after hours contact expectations this week and set explicit working hour boundaries with clients, because unclear availability windows are a direct cause of employee exhaustion in 24/7 service roles Audit one full customer process this month for unnecessary steps or paperwork fields, and remove any field that does not directly affect the outcome, following the cosmetics company example where removing intake fields improved conversion at no added cost Train frontline staff and managers to respond to service failures with direct ownership language instead of explanations, using a structured response format: acknowledge the impact, state the correction, and skip justification Add at least one recurring, low cost team ritual this quarter, such as a meeting free day or a themed day, specifically to counter the flatness that builds when daily tasks repeat without variation When AI or automated systems answer customer questions, build a clear and fast handoff to a live staff member for any question the system cannot resolve, so customers are not left waiting when automation reaches its limit Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

July 14, 2026Episode 22026 min

220. How To Use AI The Right Way Without Removing Human Judgment | Deb Ashton

Most companies are rushing to layer AI onto customer operations without fixing what sits underneath. Deb Ashton of Certinia says that's the wrong order. When sales, delivery, finance, and customer success work from separate systems with different views of the same customer, AI doesn't close those gaps; it amplifies them. Clients feel the disconnect as friction: repeating themselves across departments, getting inconsistent answers, and slowly losing trust. What You Will Learn Why adding AI to customer support fails when your sales, finance, and delivery systems do not share customer data, and what customers experience when they do not The three layers of trust that determine whether clients renew, and which one AI cannot replace Where AI actually protects revenue in your business versus where it erodes customer relationships The difference between "human in the loop" and "human on the loop," and when to use each one with AI workflows Why metrics like NPS and renewal rates hide the real problem with your AI implementation until the customer has already left How to identify which administrative work should be automated and which customer-facing decisions need human judgment before execution What to do when your customer success manager cannot answer basic questions about a contract, and why that moment determines whether you keep or lose the customer This episode is brought to you in partnership with Certinia. Certinia is a professional services platform built natively on Salesforce that connects the full services lifecycle — sales, delivery, financials, forecasting, staffing, and project management — on a single data layer, so every team works from the same view of the customer, and AI can act with certainty. Learn more at Certinia.com. Subscribe to DoingCXRight.com newsletter for more actionable strategies to boost business results the right way.

July 7, 2026Episode 21934 min

219. Transforming Customer Service from Ordinary to Exceptional (Replay) | Mark Sanborn

What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relationships, and add value without spending more. And, some of the best advice about leadership, customer experience, and succeeding in the age of AI. What You Will Learn Ask your team a version of the Sanborn question after key transactions: "Are you happier you chose us than a competitor?" Use the responses to identify specific moments where the answer is no. Direct training budget toward frontline employees, since customers interact with delivery drivers, support agents, and reception staff far more often than they interact with executives. Give employees permission to add a small, no-cost gesture at one point in the customer journey, similar to the pizza driver who asks to give a child a piece of candy at the door. Set a rule for AI use on your team: AI drafts content, but a person still asks the original question, checks the output for accuracy, and carries out the final action. Write down, in one sentence, what your team is trying to accomplish this quarter, then ask five employees the same question and compare the answers. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

July 1, 2026Episode 21825 min

218. How To Prove Customer Service Is Actually A Revenue Driver | Lisa Oswald

Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gone. So what separates the companies that keep their customers, grow their revenue, and earn the budget to do more from the ones that keep losing both? You've come to the right place for answers. This episode is for any leader who is tired of fighting for a budget and wants to make a case that their boss actually says yes to. What You'll Learn: Why CSAT and NPS get a polite nod in the boardroom, and which three specific numbers make finance actually approve budget Whether your customers would miss you or just miss your price, and why that gap is where you lose revenue The gap between saying "it's my responsibility" and feeling "I own this outcome," and why only one stops churn Why attaching a name to every survey question turns feedback into action, and what happens when you don't How a 30-year-old bus tour still explains why companies lose customers without knowing the real reason Why contact center AI delivers measurable returns in weeks, creating the data service leaders need to secure larger CX budgets What emotion customers feel at each stage that predicts whether they'll stay or leave, and where most companies stop looking Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

June 23, 2026Episode 21732 min

217. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service | Josh Bersin (Replay)

Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations. You'll gain insights to foster a work environment that attracts and retains top talent. Likewise, you'll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.