Doing Customer Experience Right_ with Stacy Sherman

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 alternativ...

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 hu...

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-cen...

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 ...

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 effect...