191. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman (Replay)
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Release Date: 09/15/2025
207. Win New Customers By Appearing in AI Search Recommendations | Stacy Sherman
Doing Customer eXperience Right In The AI Era | 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...
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206. How Bad Customer Reviews Actually Help You Build a Better Business | Alicia Skubick
Doing Customer eXperience Right In The AI Era | Stacy Sherman
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...
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205. Overcome Buyer Skepticism: How To Boost Sales & Retention | Andrew Bertera
Doing Customer eXperience Right In The AI Era | Stacy Sherman
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...
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204. Best Career and Leadership Advice from 30 Women Across Industries
Doing Customer eXperience Right In The AI Era | Stacy Sherman
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...
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203. How To Stop Costly Customer Escalations And Fix The Cause | Stacy Sherman
Doing Customer eXperience Right In The AI Era | 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...
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202. Why “Satisfied” Customers Leave And How To Keep Them | Stacy Sherman
Doing Customer eXperience Right In The AI Era | 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...
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201. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens (Replay)
Doing Customer eXperience Right In The AI Era | Stacy Sherman
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...
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Best Leadership Advice: 200th Doing CX Right Podcast Highlights
Doing Customer eXperience Right In The AI Era | Stacy Sherman
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...
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199. Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment
Doing Customer eXperience Right In The AI Era | Stacy Sherman
(Episode Previously Recorded LIVE & IN-PERSON) What's it like to be your customer? What if that customer can't hear? When support systems are built only on spoken instructions and sound prompts, they fail customers immediately. This systemic barrier exists across the entire customer journey, preventing critical tasks like changing a flight itinerary or correcting a fraudulent charge. This failure generates costly, repeated struggles for help, driving up operational costs and causing the loss of a valuable customer segment. Accessible customer experience is a required business standard, not...
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198. What Fearless Leaders Know About Building Great Customer Experiences | Kristen Kavanaugh
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Many leaders still believe emotions don’t belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertain about priorities. When leaders ignore those signals, communication erodes, decision quality declines, and customers experience preventable mistakes and service failures. In this episode of Doing CX Right®, Stacy Sherman talks with Kristen...
info_outlineAre you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture?
Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit DoingCXRight.com.
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