It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met?

Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction.

Learn more at DoingCXRight.com.

Book time with Stacy through this link.

Many companies claim to put customers first. Yet when teams and technology don’t work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors.

In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them.

Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing teams, systems, and workflows into sync so every interaction feels consistent, helpful, and meaningful. They explain why looking only at single touchpoints or metrics misses the bigger picture. And they argue that escalations are not isolated complaints but red flags pointing to deeper systemic issues.

Listeners will learn concrete strategies to:

• Give frontline teams the tools and authority to solve problems quickly.

• Break down internal silos that slow response times.

• Use systems, data, and processes together to create seamless experiences.

• Spot patterns in customer complaints that reveal deeper organizational gaps.

Discover how focusing on the entire customer journey enables your organization to deliver experiences that make an impact and drive measurable results.

Learn more at DoingCXRight.com.

Book time with Stacy through this link.

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving?

In this episode, Stacy Sherman examines the facts behind this extreme approach, shares her expert view from a customer experience perspective, and explains why chasing short-term gains at the expense of employee well-being ultimately damages customer experience. You will hear what leaders can do right now to keep teams energized, engaged, and consistently delivering fast, accurate, and caring customer interactions.

Her insights will challenge how you think about productivity and leave you with actions to preserve employee well-being while ensuring customers receive the level of service that drives loyalty and long-term revenue. Listen now to get ahead of a change that could define the future of your workplace.

Learn more at DoingCXRight.com.

Book time with Stacy through this link.