Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn’t enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

What exactly makes Nordstrom's customer service truly legendary? Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom's success. You'll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences. Discover the specific strategies that set them apart, from personalizing service at scale to using AI without losing the human touch. Plus, gain actionable insights on measuring CX effectively to win customer trust, drive loyalty, and boost sales. This episode is a true masterclass in running a business the Nordstrom way. If you're serious about Doing CX Right, this is a must-listen! Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizational values, fostering inter-departmental collaboration, and ensuring everyone feels valued. Sharon shares transformative insights from her book, "Healing Healthcare," and provides actionable strategies for improving both employee and patient experiences. Gain new perspectives and practical advice on making every experience count and creating a better workplace culture.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Are you measuring the right metrics, or are you stuck chasing short-term wins that don’t translate into lasting customer relationships? Stacy Sherman sits down with Neil Hoyne, Google’s Chief Strategist and author of Converted, to discuss why businesses fail to truly understand their customers—and how to fix it. This episode breaks down practical ways to identify high-value customers, shift from transactional thinking to long-term loyalty, and use data to strengthen relationships, not just track clicks.  If your business is chasing quick conversions instead of long-term growth, it’s time for a shift. Prioritizing strong customer relationships is the key to sustainable success and elevated results.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Most companies react to complaints after the damage is done. The best ones don’t just fix issues—they predict and prevent them. In this episode, Stacy Sherman and Sid Banerjee, Medallia’s Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why traditional metrics fall short, how AI reveals hidden risks, and why automation is reshaping business success. Stop fixing. Start predicting. Because great experiences aren’t reactive—they’re anticipated.   Want to dive deeper into the future of CX? Join Stacy Sherman at Medallia Experience ’25 to gain cutting-edge CX strategies and connect with industry leaders. Learn more  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Is your brand truly delivering personalized experiences, or just offering customization? Many companies make this promise, but few do it right. In this episode of Doing CX Right, host Stacy Sherman and Ben Weiss, founder of an AI-powered footwear company, explore how AI-driven innovation is redefining customer experience, accelerating time to market, and strengthening brand loyalty. Discover how real-time feedback leads to better products and what it takes to balance personalization with scalability. Gain practical insights on AI’s role in product design—and how to apply these strategies for real business impact.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Are you losing customers without knowing why? Many businesses assume they understand their customers, yet retention rates tell a different story. In this episode of Doing CX Right, Stacy Sherman and Tzachi Ben-Sasson, reveal the real reasons customers leave—and how to prevent it. Learn why traditional CX metrics like NPS can be misleading, how to connect Voice of Customer (VoC) insights to revenue growth, and proven strategies that genuinely drive customer loyalty. Don’t wait until it’s too late—start focusing on what works to build stronger relationships and achieve lasting success the right way.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Can you raise prices without frustrating customers? Why do some companies strengthen their customer relationships after a price change while others drive people away? Stacy Sherman, professional speaker, author, and CX advisor, brings a real-world example of a business that got it right—one you might not expect. Learn what separates brands that maintain trust from those that lose it and how you can apply the same approach to your own business. Price increases are inevitable, but how you handle them defines the outcome. Learn more at . Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Are you struggling to retain top talent while managing organizational change?  In this episode of Doing CX Right, Stacy Sherman sits down with Lisa Kaplowitz to break down the "how" of effective change management that keeps your best people engaged and committed. They discuss actionable strategies that drive employee loyalty, mentorship programs that boost engagement, and measurable approaches to ensure sustainable success. Business leaders will learn practical tips to transform resistance into support while building stronger teams. Listen in to discover how successful organizations create environments where both change and talent thrive together.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

Can your company thrive without adding headcount?  One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must come before any tech implementation, how to identify the right moments for AI integration, and practical ways to protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .