182. Breaking Company Silos: The Secret to Customer Experience Excellence (Replay) | Katie Webb
Doing Customer Experience Right with Stacy Sherman
Release Date: 07/07/2025
182. Breaking Company Silos: The Secret to Customer Experience Excellence (Replay) | Katie Webb
Doing Customer Experience Right with Stacy Sherman
Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success. Learn...
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181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough
Doing Customer Experience Right with Stacy Sherman
Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer’s handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can’t be...
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180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman
Doing Customer Experience Right with Stacy Sherman
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 Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick...
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179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay)
Doing Customer Experience Right with Stacy Sherman
Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mindsets to accommodate multiple perspectives simultaneously. Discover practical strategies for leaders to foster cultures of productive tension, change the questions they ask, and find synergies between opposing ideas. Uncover how embracing paradox...
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178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman
Doing Customer Experience Right with Stacy Sherman
Your customer says they’re “satisfied.” So why didn’t they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT). She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that’s not enough to earn retention, repeat purchases, or referrals. If CSAT is still...
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177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson
Doing Customer Experience Right with Stacy Sherman
Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what’s going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the...
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176. Differentiating Customer Service vs. Customer Experience and Trends (Replay)
Doing Customer Experience Right with Stacy Sherman
Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this ...
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175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay)
Doing Customer Experience Right with Stacy Sherman
Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary. Learn...
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174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman
Doing Customer Experience Right with Stacy Sherman
Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You’ll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build...
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173. Keeping Customer Support Human In An Automated World | Priscilla Brooke
Doing Customer Experience Right with Stacy Sherman
What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn’t more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You’ll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team’s impact. If you're...
info_outlineAre your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design?
Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success.
Learn more at DoingCXRight.com.
Access our FREE Customer Experience Audit Tool: Click here.
Grow as a CX Professional with our numerous Resources.
Book time with Stacy here.