Doing Customer Experience Right‬ with Stacy Sherman

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.

199. Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment 11/17/2025

199. Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment (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 a siloed department. You have far more customers with different abilities than you realize, and you are missing their business because the existing experience creates a massive, unnecessary barrier. As Craig Radford notes, current systems make "being deaf a full-time job." Stacy Sherman talks to both Vannessa LeBoss and Craig Radford (who is deaf) of 360 Direct Access about converting accessibility across the entire experience into a measurable business advantage. From listening to this episode, you will learn how to: Decrease call time by 42%: Implement direct, video-based ASL support to lower operational expenses and time. Capture a $3 trillion market: Build loyalty by creating truly equitable experiences for the deaf community. Prevent errors: Use AI for sign language recognition to accurately capture critical data and stop costly mistakes. Fix process flaws: Recognize that ASL is a visual language entirely distinct from English, preventing customers from being trapped in automated menu loops. Manage risk: Ensure compliance with accessibility requirements (ADA, etc.). Listen now and change how you think and DO CX RIGHT. Learn more at and subscribe to the newsletter for more actionable strategies. Book time with Stacy . /episode/index/show/doingcxright/id/39029140

198. What Fearless Leaders Know About Building Great Customer Experiences | Kristen Kavanaugh 11/10/2025

198. What Fearless Leaders Know About Building Great Customer Experiences | Kristen Kavanaugh 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 Kavanaugh, a former U.S. Marine Corps officer and Tesla culture executive, about how courageous leadership turns fear into insight and action. Kristen shares what she learned from leading Marines in high-stakes missions and from developing leaders inside Tesla’s fast-moving production environment. She explains how confronting fear directly, whether in military operations or corporate transformation, builds discipline, transparency, and faster, more confident decisions that protect both employees and customers. From listening to this episode, you will learn how to: Identify behaviors that show fear is influencing team performance Use emotional data to uncover leadership and operational risks before they reach customers Practice courageous leadership that encourages honesty and customer accountability Replace avoidance with structured communication that drives faster resolution Apply proven methods from Tesla and the military to enhance results under pressure Listen now to hear why emotions are not a side effect of business; they are the business and shapes every decision, every interaction, and every outcome. As Stacy Sherman says: “Emotions are the experience, and matters FAR more than you think.™” Learn more at Book time with Stacy through this /episode/index/show/doingcxright/id/38959630