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.

178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman
Jun 9, 2025 – 10:32
177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson
Jun 2, 2025 – 30:42
176. Differentiating Customer Service vs. Customer Experience and Trends (Replay)
May 26, 2025 – 31:02
175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay)
May 19, 2025 – 29:16
174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman
May 5, 2025 – 26:08
173. Keeping Customer Support Human In An Automated World | Priscilla Brooke
Apr 28, 2025 – 30:39
172. Overcoming Mistakes: Proven Strategies for Turning Regret into Wins: Daniel Pink
Apr 21, 2025 – 30:48
171. AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI | Richard Lin
Apr 14, 2025 – 27:26
170. How to Move From Customer Success or Service to CX Leadership | Stacy Sherman
Apr 7, 2025 – 11:50
169. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly
Mar 31, 2025 – 19:12
168. Why Customers Love Nordstrom—Lessons For Every Business | Robert Spector
Mar 24, 2025 – 27:29
167. Curing the Healthcare Crisis - A Prescription for Better Patient Experiences | Sharon Weinstein (Replay)
Mar 17, 2025 – 30:15
166. Understand Your Customers Better: Data-Backed Ways to Build Relationships | Neil Hoyne
Mar 10, 2025 – 31:54
165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid Banerjee
Mar 3, 2025 – 30:22
164. AI Isn’t Just For Software: The Bold New World Of Product Personalization | Ben Weiss
Feb 24, 2025 – 31:42
163. Voice Of Customer Truth: Why Customers Really Leave | Tzachi Ben-Sasson
Feb 17, 2025 – 30:19
162. How to Increase Prices the Right Way—While Keeping Customers Loyal | Stacy Sherman
Feb 10, 2025 – 08:52
161. How To Retain Your Best People During Challenging Times | Lisa Kaplowitz
Feb 3, 2025 – 30:17
160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens
Jan 27, 2025 – 31:15
159. Predictable Revenue in Unpredictable Times: Strategies for CX Success | Aaron Ross
Jan 20, 2025 – 30:18
158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini
Jan 13, 2025 – 35:03
157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 2025
Jan 6, 2025 – 17:06
156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay)
Dec 16, 2024 – 39:50
155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite)
Dec 2, 2024 – 34:09
154. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf
Nov 25, 2024 – 28:58
153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred Reichheld
Nov 18, 2024 – 15:42
152. When Machines Become Customers – Navigating the New Normal (Repeat)
Nov 4, 2024 – 30:34
151. Maximize Customer Lifetime Value -The Power of Deep Specialization | Corey Quinn
Oct 28, 2024 – 23:50
150. How To Measure Customer Loyalty: NPS & Beyond | Rob Markey (Replay)
Oct 14, 2024 – 26:50
149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman
Oct 7, 2024 – 10:37
148. 8 Laws of Customer Service Success - Blending Tech and Human Connection | Blake Morgan
Oct 2, 2024 – 28:26
147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt
Sep 23, 2024 – 30:15
146. AI Meets Human Touch - Redefining Customer Experience | David Singer
Sep 16, 2024 – 30:29
145. Transforming Healthcare - Proven Customer Experience Strategies | Miya Gray
Sep 10, 2024 – 27:35
144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman
Sep 3, 2024 – 11:36
143. Beyond the Deal: Delivering Value That Keeps Customers Coming Back | Bob Burg (Rerun)
Aug 19, 2024 – 26:15
142. Winning the Customer Service Game - Lessons From Wall Street and The Black Jack Table | Joel Block
Aug 12, 2024 – 29:43
141. How AI is Shaping the Future of Customer Interactions | Jim Payne
Aug 5, 2024 – 28:09
140. Sales Mistakes That Harm Customer Experience and How to Fix Them | David Newman
Jul 29, 2024 – 30:02
139. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb
Jul 22, 2024 – 31:46
138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey
Jul 15, 2024 – 27:41
137. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow
Jul 8, 2024 – 29:16
136. Strengthening Customer Relationships: The Power of Tangible Rewards | Mark Stern
Jul 1, 2024 – 30:58
135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein
Jun 24, 2024 – 30:15
134: Customer Experience Winning Plays: Lessons From Mercedes-Benz Stadium | Harry Hynekamp
Jun 10, 2024 – 29:31
133. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman
Jun 3, 2024 – 28:42
132. Building Lasting Customer Relationships: 5 Proven Tactics with Stacy Sherman
May 20, 2024 – 14:53
131. Customer Service and Culture Lesson From LinkedIn’s Sam Stern
May 14, 2024 – 33:26
130. Seth Godin on AI, CX, and the Future of Customer Service
May 7, 2024 – 35:32
129. Improving Customer Service and Retention - The DARMA™ Method | Dave Seaton
Apr 29, 2024 – 28:36

Recent Reviews

bernbay

Always spot on

Stacy is always spot on with each interview. Her CX expertise shines through in each interview. As a sponsor and listener, I enjoy the consistency of experience she creates with each episode.
RobertJHunt2010

Talking about Accountability

Stacy is a great host and I enjoyed talking about accountability and the customer experience
O’Brilliant One

Brilliant conversation

In episode 138, I must admit this is not just another podcast; it’s an inspiring journey that explores the intersection of brilliance and resilience as it relates customer experience. From the very start, Stacy sets the stage for an engaging dialogue, expertly guiding the conversation with his characteristic warmth and insightful questions. For anyone looking to enhance their leadership skills, improve customer experiences, or simply be inspired by a great conversation, this episode is a must-listen.
HarryHynekamp

Every episode packs a CX punch !

I never miss an episode. Stacy has amazing guests to learn from in every episode. She creates a unique and dynamic dialog that pulls out key insights that make every discussion valuable to anyone earnestly interested in creating a thriving business and an experience that delights guests, customers, and fans by always striving for excellence and not simply satisfaction! Great way to start every week! -Harry Hynekamp
Joe Calloway

I love this conversation!

I’ve done countless podcasts over the years, and I have to say that Doing Customer Experience Right with Stacy Sherman is unique. Not your average Q
LAFatl

Incredible Value

Stacy delivers great content with her selection of experts and her interviewing skills. Her understanding of the CX marketplace is the key to her success. I appreciate the depth of value she brings to her listeners with each episode. Many of the podcasts deserve a repeat listen as the content is that rich!
AJC in LA

Excellent CX Content

There’s a reason Stacy Sherman was recently named one of the top 30 CX pros — she understands both CX and how to share her knowledge. Her podcast brings leaders in the discipline of CX from both B2B and B2C who share their knowledge of top CX challenges, their perspective on CX, how they built their careers, and how CX leaders can build and run successful CX organizations that bring value to customers and companies alike.
StillTheSea

Awesome podcast

I love this approach and this topic! Not enough folks focused on CX- grateful for this one!
Dgcubfan

A Great Listening “Experience”

Stacey Sherman is one of the brightest stars in the customer experience (CX) landscape, and her podcast is no exception. Filled with learnings and examples, you’ll be glad you added this one to your “subscribe” list.
BPElliottSF

Great content

Always insightful and current, especially if your focus is how to build great customer experiences. And if you’re a business leader and not focused on that, you should be! Stacy has great guests and lots of insight herself!
jpswalter

Great show on CX

Great show interviewing thought leaders in the CX industry. I highly recommend!
Monty Shaw

A great show!

I am proud to say I have known Stacy for some time. She knows her stuff and her show reflects that! The guests she has on always add value. I had the privilege of being a guest on her show and then inviting her to my podcast. On both occasions, we had a great conversation about how organizations should practically improve their Customer Experience.
LeslieOF

E-WRITE

Stacy is a great host. She asks insightful questions, which allow her guests to come across as experts and as people! Thanks for making a podcast that's a true conversation, Stacy. You're building a wealth of CX knowledge for all of us.
oliviabaker13

Actionable and insightful!

Doing CX Right is one of the best podcasts for actionable CX strategies and insights from leaders in the field. Not to mention, Stacy consistently gives us a masterclass on what it means to be a fantastic interviewer. You’ll love tuning into these conversations!
Neal Schaffer

Want to learn about CX? Start here!

Customer experience is a broad subject that requires both expertise as well as a broad perspective. Thankfully Stacy is a true CX expert and she brings together experts from a wide variety of fields to dissect customer experience from a broad range of corporate disciplines. If you want to learn how to better leverage CX you are in the right place!
Celia Fleischaker

Great CX Insights

Customer Experience has never been more important to the long-term success of a company. Stacy’s podcast provides powerful insights into how companies should approach CX. Definitely worth listening if you are looking for practical ways to improve CX.
Michael B Brenner

Best CX podcast

Stacy does an amazing job covering all the latest trends on CX and providing access to the industry leaders we need to hear from.
Bstaiks

A great practitioner-led show

Get past all the fluff that non-practitioners podcast about. Stacy is in the ‘CX Trenches’ every day doing the work, and then finds the time to host a podcast with some serious guests. This is a must-have on the regular, download-and-listen-to-pod.
RelevantNoise

Insightful and Fun

Stacy has always been passionate about creating an exceptional customer experience. Her unwavering commitment to the customer has helped her become a thought leader in the CX space. She shares her valuable insights and those of other CX leaders on her insightful and fun podcast. It’s a must listen for anyone dedicated to creating exceptional customer experiences.
JeannieCW

Insightful interviews

Stacy does her homework to ensure the interview is not just the usual questions. Every guest offers insights and actions listeners can take right away. I was impressed as a guest on the show with her level of preparation and as a listener I've gained something from each episode. Any CX leader will benefit from listening to Doing CX Right!
howardtnyc

Filled with awesome insights

Each episode only talks about one thing: customer experience. But, Stacy has a knack for making each episode unique and insightful. Every episode's filled with fresh ideas and actionable tips that every CX enthusiast can learn from!
Nate, CX Accelerator

Can't Miss CX Podcast!

Stacy is very thoughtful in her approch, and works hard to ensure that the content of this show is valuable to CX professionals at all levels. She is a great interviewer, as well as a prolific source of CX knowledge through her own experience. Highly recommend!
RGM100

Thoughtful

What a wonderful assortment of guests! Easy style. Nicely edited to just the most interesting parts of what must have been longer conversations. On my regular rotation now!
cary munk

The best CX Podcast

DoingCXRight is by far the best CX Podcast and one of the top business podcasts. Filled with actionable insights, Stacy’s passion for CX and active listening style brings out the best in each business leader. Flawless execution in a faced-paced conversation that is uniquely Stacy.
Mlinyvrqc

It’s not about the score

Really liked what Rob Markey had to say about the Net Promoter System — it’s not about a score, it’s about using the data to solve problems on behalf of your customers. I particularly liked the fact that he said so many brands fail to get the most fundamental things right in the experience, specifically asking the customer for data that they already have and he had a great example of that. Keep up the good work, Stacy!
Mario Caveda

NPS

Loved hearing Rob’s journey from Net Promoter Score to System, makes so much sense. Great advice lots of us can use.
Trankonj

NPS and Beyond

Very informative podcast from Stacy Sherman. Insightful questions about NPS and how companies can get value out of it.
Shep Hyken

Great Content

Stacy brings a great deal of knowledge and information to the table. Definitely a worthwhile listen for anybody concerned about the cusotmer experience!
Alex J Sanfilippo

Stacy gets this CX thing

A great podcast with knowledgeable host, who knows great guests to bring on! Very thankful for this podcast as in building a software business.
ERizzolo

Wonderful interview!

As a business owner, I found this podcast to be extremely inspiring . So many "nuggets" to take away for an improved customer experience. I especially love Stacey's interviewing style. She asks her questions with energy and enthusiasm. She extends basic courtesies to her guests....Many times I listen to an interview and the host will interrupt or speak over their guest . Stacey allows her guests to adequately convey their thoughts and responds appropriately. She is insightful and knowledgeable in the field great customer service!! I look forward to her next podcast! Eileen Rizzolo
Eileen April

Eileen Brenner

Stacy Sherman is an inspiring business leader. She taught me so much about how to take my company to the next level based on customer experience (CX) best practices. I look forward to hearing more episodes and receiving her newsletters too. I highly recommend DoingCXRight no matter what company size or industry you work in.
Coach Sid Meadows

Great Podcast! Packed with value!

I’ve had the opportunity to hear Stacy speak on the importance of customer experience many times! She’s always providing amazing value and actionable tips! Her podcast gives you all of this in one place! Well done Stacy! I’m excited to keep listening and learning. Keep up the great work!
judyrogoff

Amazing pod cast

This was my first time listening to a cast . It was so informative. Stacy Sherman’s questions were right on point with the guest speakers. Being a business owner I took away a lot of great points to help me build my business. Looking forward to listening to the rest of the series.
Ana Cavagnoli

Great podcast to learn about CX

Great podcast! A lot of valuable insights and learnings about how to do it CX right! ❤️
CX advocate

Great podcast!

Listening to Rob and Stacy discuss the Net Promoter System encourages even the most seasoned and advanced CX leaders to rethink their existing NPS methods. Well done stimulating more thought on such an important business tool.
Stacy Hirschberg

Inspiring!

Stacy Sherman is motivating and inspiring to listen to. She fosters an inclusive approach that is helpful to all who listen! I can’t wait to hear more!
FPilotto

Using The NPS System right

I loved the episode with Rob Markey! Great insights and best practices.