Best Leadership Advice: 200th Doing CX Right Podcast Highlights
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Release Date: 12/01/2025
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...
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197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around the world. Together, they explore what millions of quick taps reveal about how customers really feel and what most companies miss after collecting the data. What if the frustration at a self-checkout, an empty shelf, or a dirty bathroom was worth...
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196. How To Turn Painful Customer Complaints Into Profitable Growth | Michael Nguyen
Doing Customer eXperience Right In The AI Era | Stacy Sherman
As companies grow and rely more on technology, they often lose the close connection they once had with customers. This “scaling paradox” creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay competitive. In this episode of Doing CX Right®, Stacy Sherman talks to Michael Nguyen, who leads Customer Intelligence at Enterpret and has held key roles at Asana and Figma, about how to turn customer complaints into opportunities for loyalty...
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195. Google’s Chief Strategist Reveals Powerful Secrets to Customer Loyalty | Neil Hoyne (Replay)
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google’s Chief Strategist and author of Converted, who shares data-backed strategies for turning customer insights into lasting loyalty. Hoyne explains why companies shouldn’t expect commitment after a single purchase—you wouldn’t propose on the first date—and how using data to identify high-value customers and personalize...
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194. Gaining a Competitive Edge With An Experience Mindset | Tiffani Bova (Replay)
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills. ...
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193. Customer Service Week: How Top Companies Make It Year-Round | Stacy Sherman
Doing Customer eXperience Right In The AI Era | Stacy Sherman
Did you know there’s an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you’re hearing this episode after CX Day or Customer Service...
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192. Emotion as Currency: The New ROI of Customer Experience | Stacy Sherman
Doing Customer eXperience Right In The AI Era | Stacy Sherman
What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they’re told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like translate small emotional gestures into...
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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
Are 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...
info_outlineWhat’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
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The crucial mindset shift that catalyzed their biggest career growth.
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The essential principles they pass on to rising talent.
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The game-changing perspective they wish they had adopted sooner.
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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.