Ultimately, human beings are using your products, so listening to your customer’s feedback and using their insights to inform your products is so important. Continue reading...

Feeling overwhelmed trying to deliver excellent customer experiences? Struggling with unhappy customers and negative feedback? Stacy Sherman and Sylvie Di Giusto tackle these challenges head-on. They […]

Customers are increasingly relying on digital-first channels to interact with brands. But that doesn’t mean companies should slack on voice channels. Continue reading...

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?   I often say, “None of us are as clever as all of us.” However, sayings are more useful when they can […]

A new Forrester report, The Store Associate Tools Landscape, Q4 2023, has published, and this blog breaks down how retailers can leverage these tools for their associates.

Decode the meaning of digital-led and scaled customer success.

  One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they […]

EngagementEnsuring the success of your customers

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped.  When my client shared this with me on a […]

Voice of the CustomerThe expansive role of CX teams

What does it really take to do customer experience right in your organization? How can you get leadership buy-in and prove ROI? Host Stacy Sherman poses these questions to international customer […]

Engagement"Real-time data profoundly impacts the entire CX"

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 […]

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 […]

  Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that […]

Generative AI is transforming customer experiences, but many leaders don't know how to apply it. So, how can you harness generative AI to boost CX? In this episode, Stacy Sherman interviews Conor […]

"You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of being in your office makes your stomach turn, and you wake up every […]

EngagementCustomer success – What's in a name? Part four

We're entering a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture […]

EngagementElizabeth Okomba wins CXLOTY 2023 Culture Award

EngagementCustomer success – What's in a name? Part three

How can you intentionally design impactful, immersive customer experiences amid constant digital change? Stacy Sherman and Joe Wheeler share proven strategies based on analysis of real case studies, […]

When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and […]

Are you facing roadblocks in your business, struggling to connect with your customers and adapt to corporate structures? Have you ever considered that empathy could be your solution? Join our podcast […]