Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

Imagine if you could detect the early signs of burnout while there is still time to help a frontline employee, protect the customer experience, and avoid preventable attrition. This is not theoretical. Leaders can now monitor operational signals across the systems employees use every day, respond in real time, reduce compounding stress, and support employee wellbeing in ways that improve customer experience. That is exactly what you'll hear in this episode of Doing CX Right℠, where host Stacy Sherman and featured guest Jennifer Lee, President and Co-CEO of IntraDiem, discuss why employee well-being is central to service quality, customer loyalty, and smarter leadership decisions. In this episode, you'll learn: Which employee behaviors can signal rising burnout Why short resets can improve the next interaction How real-time intervention affects business outcomes Where AI adds value inside the employee workflow What determines the right moment to escalate to a person Why frontline observation leads to better leadership decisions If your goal is to improve quality, retain valuable employees, and make smarter CX decisions, this episode will give you practical direction you can use right away. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.

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.

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.

How do you get skeptical buyers to choose your products and services over competitors? What does it actually take to earn trust from people who question everything before making a decision? Here is what most leaders get wrong: they assume that scientists, data-driven professionals, and analytical thinkers make decisions based purely on logic. The research says otherwise. Even in the most technical industries, something else is driving the final call. And once you understand what it is, it changes how you approach sales, marketing, and customer experience entirely. In this episode of Doing CX Right®, Stacy Sherman sits down with Andrew Bertera, a scientist-turned-marketing leader at New England Biolabs, to explore what actually moves skeptical buyers from hesitation to commitment. Stacy also shares the results of a LinkedIn poll she conducted, asking business leaders in complex buying cycles, life sciences, technology, and manufacturing, what most often prevents a purchase decision from moving forward. The answer surprised people. Listen to find out what it was and why it matters for your business, even if you are nowhere near the life sciences industry. In this conversation, you will learn: Why are the most analytical buyers not as logic-driven as you think How to turn skepticism into curiosity without overpromising What role do peer validation and credible data play in building trust How to design moments in the customer journey that reduce friction and increase confidence Why a consistent brand experience across marketing, sales, and service determines whether a skeptical buyer stays or leaves How structured and informal feedback loops keep you ahead of what customers actually need The conversation is grounded in life sciences, but the principles apply to any business working to win over careful, skeptical buyers and build loyalty that lasts. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

What's the best leadership advice you've ever received or given? In this special episode, host Stacy Sherman brings together 30 accomplished women leaders from across industries to share their valuable wisdom with you. Perfect timing for March and International Women's Day, though leadership insights are timeless no matter when you're listening. From Wall Street traders to customer experience executives, bestselling authors to Fortune 500 leaders, you'll hear accomplished women reveal the insights that helped them navigate challenges, break barriers, and build successful careers. In this episode, you'll learn: • Why believing in yourself is the foundation of all leadership success • How to lead with authenticity without conforming to outdated expectations • The power of "both/and" thinking instead of either/or trade-offs • Why clarity is kindness when giving difficult feedback • How to be direct and compassionate simultaneously • The importance of surrounding yourself with people better than you • Why focusing on the good makes problems shrink • How to balance employee and customer needs without choosing sides • The courage to ask for what you want (because "all they can do is say no") • Why passion is your competitive differentiator Featured Leaders (in order of appearance): • [0:00 - 4:59] Stacy Sherman (Host) - Opens women's leadership topic; shares mom's story & personal advice [1:50 - 4:52] • [4:59 - 5:38] Laurie Guest - Hiring people better than you • [5:38 - 6:24] Lisa Oswald - Personal power & agency • [6:24 - 6:59] Brittany Hodak - Employee experience equals customer experience • [6:59 - 8:17] Michelle Musgrove - Authenticity in leadership • [8:17 - 8:40] Sylvie di Giusto - Choose to be unique • [8:40 - 9:42] Katie Webb - Never lose passion; be the energy you want • [9:42 - 11:02] Eileen Brenner (Stacy's Mom) - Believe in yourself first; take chances • [11:02 - 11:27] Jeanne Bliss - Customer experience leadership • [11:27 - 11:56] Lisa Ford - Be the role model • [11:56 - 12:21] Jackie Yeaney - Make positive impact • [12:21 - 12:59] Wendy Smith - Both/and thinking • [12:59 - 13:07] Cindy Gallop - Leaders put people first • [13:07 - 13:34] Blake Morgan - Every day is a choice • [13:34 - 13:52] Marcey Rader - Hierarchy & boundaries • [13:52 - 14:07] Jacqui Brassey - Work with people you enjoy • [14:07 - 14:51] Sharon Weinstein - Same sheet music • [14:51 - 15:12] Miya Gray - Listen & be open • [15:12 - 15:28] Catherine Sugarbroad - Be fearless • [15:28 - 15:46] Annette Franz - Can't force people to care • [15:46 - 16:09] Nicole Donnelly - All they can do is say no • [16:09 - 17:04] Vannessa LeBoss - Nothing without us • [17:04 - 17:54] Dr. Monica Amadio - Focus on the good • [17:54 - 18:04] Kate Bradley Chernis - Leave silence • [18:04 - 18:49] Joanne Lipman - Side hustles matter • [18:49 - 19:27] Tia Graham - Lead with heart; coach in the moment • [19:27 - 19:49] Cynthia James - Never compromise truth • [19:49 - 21:18] Leslie O'Flahavan - Candor, courage, and kindness in leadership communication • [21:18 - 22:26] Lauren Herring - Focus on the why • [22:26 - 23:06] Madalyn Sklar - Listening is important • [23:06 - 23:30] Vicki Brackett - Be proactive • [23:30 - 23:42] Kerry Bodine - Clear desk, clear mind • [23:42 - 24:49] Tiffani Bova - Balance employee & customer needs • [24:49 - 25:55] Jennifer Lee - Clarity is kindness; compassionate candor Whether you're an aspiring leader, a seasoned executive, or somewhere in between, this episode offers actionable wisdom you can apply immediately to advance your career and lead with greater impact. If you're looking for a speaker at your next event, a content partner, or someone to ensure your team is Doing CX Right for better results, contact Stacy Sherman at https://DoingCXRight.com