Show overview
Doing Customer eXperience Right In The AI Era | Stacy Sherman has been publishing since 2021, and across the 5 years since has built a catalogue of 225 episodes. That works out to roughly 110 hours of audio in total. Releases follow a weekly cadence, with the show now in its 128th season.
Episodes typically run twenty to thirty-five minutes — most land between 29 min and 33 min — and the run-time is fairly consistent across the catalogue. None of the episodes are flagged explicit by the publisher. It is catalogued as a EN-US-language Business show.
The show is actively publishing — the most recent episode landed 6 days ago, with 25 episodes already out so far this year. Published by Stacy Sherman.
From the publisher
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.
Latest Episodes
View all 225 episodes225. How to Retain Customers Who Never Had a Reason to Leave Until Now | Michelle Musgrove
224. The Ultimate Leadership Advantage AI Can Never Replicate | Nate Spears
223. Becoming an Unforgettable Customer-Centric Company (Replay) | Jeanne Bliss
222. AI Meets Human Touch: Redefining Customer Experience (Replay) | David Singer
221. Customer Service Fatigue: How To Prevent and Stop It (Replay) | Laurie Guest
220. How To Use AI The Right Way Without Removing Human Judgment | Deb Ashton
219. Transforming Customer Service from Ordinary to Exceptional (Replay) | Mark Sanborn
218. How To Prove Customer Service Is Actually A Revenue Driver | Lisa Oswald
217. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service | Josh Bersin (Replay)
216. How to Serve Customers Faster, Better, and Smarter at Scale | Alvin Stokes
215. How to Orchestrate Better Customer Experiences with Agentic AI | Pierre Charchaflian
214. How To Make Every Employee Accountable For Customer Loyalty | Chris Morrissey
213. How To Build An Effective Customer Loyalty Program: Lessons From IKEA | Martin Villanueva
212. How to Recover From a Customer Service Mistake the Right Way | Stacy Sherman
211. Customer Loyalty From Impressed to Obsessed For ROI Growth | Jon Picoult (Replay)
210. A Better Way to Predict and Boost Customer Loyalty That Most Leaders Overlook | Isabelle Zdatny
209. Employee Burnout Is Ruining Customer Experience: 3 Proven Ways to Fix It Now | Stacy Sherman
208. Why Great Customer Experience Starts With Employee Well-Being | Jennifer Lee
S9 Ep 207207. Win New Customers By Appearing in AI Search Recommendations | 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 brand gets recommended by AI platforms. In this episode, you'll learn: How to use customer reviews more strategically What your public responses are really communicating Why review strategy now matters far beyond reputation What creates risk when your business has too many negative reviews or none at all How customer expectations and emotions shape public feedback What leaders need to do to strengthen how their brand is perceived online and by AI tools If your goal is to protect revenue, strengthen brand reputation, and know exactly where to focus, this episode will be very valuable and enable you to make an impact immediately wherever you work. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
S9 Ep 206206. How Bad Customer Reviews Actually Help You Build a Better Business | Alicia Skubick
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 episode of Doing CX Right®, Stacy Sherman speaks with Alicia Skubick, Chief Customer Officer at Trustpilot, the world's largest independent customer feedback platform. You will learn how to: Turn bad online reviews into clear actions that improve the business Respond quickly in ways that strengthen credibility and build customer trust Use customer feedback to find root causes across teams Develop trust over time through consistent actions Adjust to AI search, where reviews influence visibility and decisions Whether you lead a retail business, a financial services firm, or a service organization, this conversation will change how you think about every bad customer review you receive. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.