107. How To Scale Modern Customer Service Experiences For Financial Gains With Andrew Carothers Doing Customer Experience Right‬ With Stacy Sherman podcast

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เนื้อหาจัดทำโดย Stacy Sherman and Doing CX Right®‬ เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Stacy Sherman and Doing CX Right®‬ หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal

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#657: Augmenting front-line employees with AI for better experiences, with Fabrice Martin, Medallia 22:42

3 วันที่แล้ว22:42

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22:42

We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create more meaningful connections with customers. Today we’re going to talk about how AI can help to create better experiences for customers before, during, and after their interactions. To help me discuss this topic, I’d like to welcome Fabrice Martin, Chief Product Officer at Medallia. RESOURCES Medallia: https://www.medallia.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company…

Doing Customer Experience Right‬ with Stacy Sherman « »
107. How To Scale Modern Customer Service Experiences for Financial Gains with Andrew Carothers

ประมาณหนึ่งปีที่แล้ว 29:49

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MP3•หน้าโฮมของตอน

เนื้อหาจัดทำโดย Stacy Sherman and Doing CX Right®‬ เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Stacy Sherman and Doing CX Right®‬ หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal

Want to digitally transform customer experiences like leading companies? Listen as Stacy Sherman interviews Andrew Carothers on how Cisco evolved from hardware to subscription services. Learn how Cisco aligned CX to recurring revenue models post-pandemic through:

Adopting a digital-first approach
Removing data silos between teams
Implementing AI for faster service
Tracking revenue-driving metrics

Hear first-hand customer service strategies to scale elevated, personalized engagement. Discover why customer experience is still maturing and how to advance on the journey.

Gain leadership insights like "clarity is kindness" that boost customer focus. This episode provides clear frameworks to future-proof your CX.

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.

… continue reading

169 ตอน

#Business #Stacy Sherman #Customerexperience #Customerservice #Doingcxright #Stacysherman #Marketing #CX Right

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107. How To Scale Modern Customer Service Experiences for Financial Gains with Andrew Carothers

Doing Customer Experience Right‬ with Stacy Sherman

published ประมาณหนึ่งปีที่แล้ว

แบ่งปัน

MP3•หน้าโฮมของตอน

เนื้อหาจัดทำโดย Stacy Sherman and Doing CX Right®‬ เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Stacy Sherman and Doing CX Right®‬ หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal

Want to digitally transform customer experiences like leading companies? Listen as Stacy Sherman interviews Andrew Carothers on how Cisco evolved from hardware to subscription services. Learn how Cisco aligned CX to recurring revenue models post-pandemic through:

Adopting a digital-first approach
Removing data silos between teams
Implementing AI for faster service
Tracking revenue-driving metrics

Hear first-hand customer service strategies to scale elevated, personalized engagement. Discover why customer experience is still maturing and how to advance on the journey.

Gain leadership insights like "clarity is kindness" that boost customer focus. This episode provides clear frameworks to future-proof your CX.

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.

… continue reading

169 ตอน

#Business #Stacy Sherman #Customerexperience #Customerservice #Doingcxright #Stacysherman #Marketing #CX Right

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169. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly 19:12

3 วันที่แล้ว19:12

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19:12

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 through this link.…

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168. Why Customers Love Nordstrom—Lessons For Every Business | Robert Spector 27:29

10 วันที่แล้ว27:29

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27:29

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 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.…

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167. Curing the Healthcare Crisis - A Prescription for Better Patient Experiences | Sharon Weinstein (Replay) 30:15

17 วันที่แล้ว30:15

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30:15

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 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 .…

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166. Understand Your Customers Better: Data-Backed Ways to Build Relationships | Neil Hoyne 31:54

24 วันที่แล้ว31:54

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31:54

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 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 .…

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165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid Banerjee 30:22

4 weeksที่แล้ว30:22

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30:22

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 here. 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 .…

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164. AI Isn’t Just For Software: The Bold New World Of Product Personalization | Ben Weiss 31:42

5 weeksที่แล้ว31:42

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31:42

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 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 .…

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163. Voice Of Customer Truth: Why Customers Really Leave | Tzachi Ben-Sasson 30:19

6 weeksที่แล้ว30:19

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30:19

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 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 .…

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162. How to Increase Prices the Right Way—While Keeping Customers Loyal | Stacy Sherman 8:52

7 weeksที่แล้ว8:52

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8:52

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 DoingCXRight.com . 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 .…

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161. How To Retain Your Best People During Challenging Times | Lisa Kaplowitz 30:17

8 weeksที่แล้ว30:17

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30:17

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 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 .…

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160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens 31:15

9 weeksที่แล้ว31:15

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31:15

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 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 .…

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159. Predictable Revenue in Unpredictable Times: Strategies for CX Success | Aaron Ross 30:18

10 weeksที่แล้ว30:18

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30:18

Is your business struggling to maintain predictable growth in today’s chaotic market? Stacy Sherman and Aaron Ross explain why the old sales and marketing strategies no longer work in a world shaped by AI, shifting buyer behaviors, and constant change. “Business as usual” isn’t just outdated—it’s ineffective. In this show, you’ll learn how to build predictable revenue by strengthening customer relationships, fostering team accountability, and designing experiences that keep customers coming back. Discover proven tactics to transform company culture, retain top talent, turn customer feedback into actionable insights, and refine your sales approach to resonate with overwhelmed buyers. 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 .…

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158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini 35:03

11 weeksที่แล้ว35:03

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35:03

Can your company survive in today's market without putting design at the core of your business strategy? How do successful brands consistently create products and experiences that customers love? In this powerful episode, Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini, reveal why treating customers as "people" rather than consumers transforms business outcomes. Learn how the revolutionary "15% rule" sparked billion-dollar innovations, why kindness drives productivity, and how to build design teams that deliver real results. Discover practical frameworks for balancing global brand consistency with local market needs, and get actionable strategies for using AI to enhance human creativity, not replace it. 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 .…

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157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 2025 17:06

12 weeksที่แล้ว17:06

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17:06

2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth. In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year’s top guests. Discover what worked, what didn’t, and how to implement strategies that inspire employees, foster collaboration, and strengthen customer relationships. Packed with actionable advice and practical insights, this recap will help you create a winning CX strategy for 2025. 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 . Check out Stacy's new book: Transformative Journey Management" on Amazon .…

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156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 39:50

15 weeksที่แล้ว39:50

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39:50

Are complex processes hindering your ability to deliver exceptional customer service? Stacy Sherman and Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-centric case study. Learn the critical importance of aligning solutions with actual customer needs and the necessity of validating assumptions directly with consumers to drive impactful results without burnout. Embrace effortlessness in leadership to foster relationships that yield significant returns. 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 .…

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155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 34:09

17 weeksที่แล้ว34:09

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34:09

What happens when leaders bring empathy and self-awareness into their daily work? How does emotional intelligence transform not just teams, but the customer experience itself? In this returning episode of Doing Customer Experience (CX) Right , Stacy Sherman revisits her conversation with Daniel Goleman to unpack the secret ingredient behind exceptional leadership. It’s not just about happier teams or better customer outcomes—it’s about building a culture that thrives. Discover how emotional intelligence creates meaningful connections, energizes workplaces, and drives real results. Practical, actionable, and eye-opening, this conversation is your roadmap to leading with intention. 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 .…

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