105. The Power of Generative AI - Transforming Customer Service with Connor Grennan

Doing Customer Experience Right‬ with Stacy Sherman

Doing Customer Experience Right‬ with Stacy Sherman

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תוכן מסופק על ידי Stacy Sherman and Doing CX Right®‬. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Stacy Sherman and Doing CX Right®‬ או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.

The Head Start: Embracing the Journey

1
Sweat and Resilience: Balancing Chronic Migraine with Fitness Goals 35:02

לפני 4 ימים35:02

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35:02

The healing power of fitness goes far beyond physical benefits—for today’s guest, it’s a form of self-expression and a celebration of what the body can do. In this episode, host Nora McInerny sits down with fitness personality Ivylis Rivera, who shares her deeply personal journey of navigating life with Chronic Migraine while holding onto her passion for movement. Ivylis opens up about the struggle of staying active while facing the fear of triggering a headache or migraine attack and the resilience it takes to keep pushing forward—a resilience that carried her through the challenging journey of finding a Chronic Migraine treatment plan that worked for her. Join Nora and Ivylis as they explore the concept of “soft living,” a philosophy Ivylis embraces—staying active, listening to your body, and building trust in oneself. Click here for Product Information, including Boxed Warning and Medication Guide, or visit https://abbv.ie/prescribing_info See omnystudio.com/listener for privacy information.…

לפני שנתיים 34:52

MP3•בית הפרקים

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 Grennan, Dean of MBA students at NYU Stern School of Business, to discuss practical strategies for implementing generative AI in customer service training, education, and simulated models. They share insights on the importance of authenticity in customer interactions and the need for human connection in an increasingly automated world. Listen now to learn how generative AI can enhance your customer experience and actionable tactics to drive 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.

175 פרקים

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

Doing Customer Experience Right‬ with Stacy Sherman

105. The Power of Generative AI - Transforming Customer Service with Connor Grennan

Doing Customer Experience Right‬ with Stacy Sherman

published לפני שנתיים

שתפו

MP3•בית הפרקים

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.

175 פרקים

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

כל הפרקים

Doing Customer Experience Right‬ with Stacy Sherman

1
175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay) 29:16

לפני 5 ימים29:16

29:16

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary. 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 .…

Doing Customer Experience Right‬ with Stacy Sherman

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174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman 26:08

לפני 19 ימים26:08

26:08

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You’ll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. 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.…

Doing Customer Experience Right‬ with Stacy Sherman

1
173. Keeping Customer Support Human In An Automated World | Priscilla Brooke 30:39

לפני 26 ימים30:39

30:39

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn’t more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You’ll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team’s impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead. 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.…

Doing Customer Experience Right‬ with Stacy Sherman

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172. Overcoming Mistakes: Proven Strategies for Turning Regret into Wins: Daniel Pink 30:48

לפני 5 weeks30:48

30:48

We’re bringing back one of our most popular episodes—and for good reason. This conversation struck a chord with so many of you, and its insights are just as relevant today as when it first aired. Regret is one of the most intense and universal human emotions. It often comes with guilt, remorse, or shame—but it also holds the power to drive growth, transformation, and better decision-making, both in life and in business. In this encore episode of Doing CX Right , Stacy Sherman is joined by Daniel H. Pink, renowned author of five New York Times bestsellers. Together, they unpack the surprising value of regret and how embracing it can help leaders and customer experience professionals show up more intentionally—for their teams, their customers, and themselves. 🎧 What you'll learn: The crucial role regret plays in the business world How to channel regret into positive change and leadership growth Real-life stories and techniques to lead with more empathy and clarity Insights on the future of work, AI, and human connection The personal moments that inspired Daniel to write The Power of Regret 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 .…

Doing Customer Experience Right‬ with Stacy Sherman

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171. AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI | Richard Lin 27:26

לפני 6 weeks27:26

27:26

AI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won’t deliver great customer experiences (CX). The key is doing it right. In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with transparency, personalize at scale, and prepare for a future where AI isn’t just assisting humans — it’s talking to other AI. Because the real ROI isn’t in automation alone — it’s in how you design the experience. Smart choices turn AI from a cost-saver into a brand-builder 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 .…

Doing Customer Experience Right‬ with Stacy Sherman

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170. How to Move From Customer Success or Service to CX Leadership | Stacy Sherman 11:50

לפני 7 weeks11:50

11:50

Wondering how to move from customer success or service into a true customer experience leadership role—without needing a new title? In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility, and make a broader impact on your company’s customer journey, this conversation is for you. Discover the mindset shifts and strategic actions that can set you apart—and why now might be the perfect time to step into a CX leadership path. Book time with Stacy through this link. Access our FREE Customer Experience Audit Tool: Click here. Learn more at DoingCXRight.com. Grow as a CX Professional with our numerous Resources.…

Doing Customer Experience Right‬ with Stacy Sherman

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

לפני 8 weeks19:12

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 here .…

Doing Customer Experience Right‬ with Stacy Sherman

1
168. Why Customers Love Nordstrom—Lessons For Every Business | Robert Spector 27:29

לפני 9 weeks27:29

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 here .…

Doing Customer Experience Right‬ with Stacy Sherman

1
167. Curing the Healthcare Crisis - A Prescription for Better Patient Experiences | Sharon Weinstein (Replay) 30:15

לפני 10 weeks30:15

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 .…

Doing Customer Experience Right‬ with Stacy Sherman

1
166. Understand Your Customers Better: Data-Backed Ways to Build Relationships | Neil Hoyne 31:54

לפני 11 weeks31:54

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 .…

Doing Customer Experience Right‬ with Stacy Sherman

1
165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid Banerjee 30:22

לפני 12 weeks30:22

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 .…

Doing Customer Experience Right‬ with Stacy Sherman

1
164. AI Isn’t Just For Software: The Bold New World Of Product Personalization | Ben Weiss 31:42

לפני 13 weeks31:42

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 .…

Doing Customer Experience Right‬ with Stacy Sherman

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

לפני 14 weeks30:19

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 .…

Doing Customer Experience Right‬ with Stacy Sherman

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

לפני 15 weeks8:52

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 .…

Doing Customer Experience Right‬ with Stacy Sherman

1
161. How To Retain Your Best People During Challenging Times | Lisa Kaplowitz 30:17

לפני 16 weeks30:17

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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The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

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105. The Power of Generative AI - Transforming Customer Service with Connor Grennan