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.

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 DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy here.

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage.

This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing detractors. Explore case studies on how leadership and corporate values influence customer experiences directly. Learn to create a win-win environment where engaged employees become brand ambassadors, driving positive referrals and shielding your reputation.

Learn more at DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy here.

Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings. Discover the three pillars that predict 80% of a leader's trustworthiness and why even a single negative review can significantly affect trust. Plus, you'll gain practical strategies for evaluating customer feedback, employee engagement, and promise delivery as key trust indicators. By the end of this episode, you'll know how to quantify this elusive yet essential business asset.

Learn more and subscribe to Newsletter for more insights at: https://www.DoingCXRight.com.

Are you focusing on the right customers? Is your culture creating consistent customer value?
Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth.

Learn more at DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy through this link.

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design?

Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success.

Learn more at DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy here.