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Contenido proporcionado por Stacy Sherman and Doing CX Right®. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente Stacy Sherman and Doing CX Right® o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
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In 1966, two Brazilian men were found dead on Vintém Hill under bizarre circumstances that continue to perplex investigators and conspiracy theorists alike. Lying side by side, their bodies were discovered wearing matching lead masks—shields with no eyeholes—alongside cryptic notes. Were they victims of a cult ritual, a failed experiment, or something even more otherworldly? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…
106. User Testing for Elevated Customer Service and Brand Experiences with Andy MacMillan
Manage episode 382389229 series 2907625
Contenido proporcionado por Stacy Sherman and Doing CX Right®. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente Stacy Sherman and Doing CX Right® o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
Customer empathy is imperative. Many companies struggle to deeply understand users' needs. The good news is that technologies, like User Testing, are transforming how brands gain insights. Companies leveraging tools to gather customer perspectives can quickly provide superior customer service and capture market share. So, what does this mean for your business? How can you tap into user testing to understand prospects' and customers' expectations to inform strategic decisions? Listen as customer experience expert Stacy Sherman & UserTesting CEO Andy MacMillan unpack the power of validating concepts with target users early and proven ways to make customer empathy your competitive advantage.
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.
169 episodios
CompartirManage episode 382389229 series 2907625
Contenido proporcionado por Stacy Sherman and Doing CX Right®. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente Stacy Sherman and Doing CX Right® o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
Customer empathy is imperative. Many companies struggle to deeply understand users' needs. The good news is that technologies, like User Testing, are transforming how brands gain insights. Companies leveraging tools to gather customer perspectives can quickly provide superior customer service and capture market share. So, what does this mean for your business? How can you tap into user testing to understand prospects' and customers' expectations to inform strategic decisions? Listen as customer experience expert Stacy Sherman & UserTesting CEO Andy MacMillan unpack the power of validating concepts with target users early and proven ways to make customer empathy your competitive advantage.
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.
169 episodios
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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.…
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.…
1 167. Curing the Healthcare Crisis - A Prescription for Better Patient Experiences | Sharon Weinstein (Replay) 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 .…
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 .…
1 165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid Banerjee 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 .…
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 .…
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 .…
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 .…
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 .…
1 160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens 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 .…
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 .…
1 158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini 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 .…
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 .…
1 156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 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 .…
1 155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 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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