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Stacy Sherman
Founder/ Chief Experience Officer at Doing Customer Experience (CX) Right®
New Jersey, United States
Stacy Sherman is an award-winning international Certified Speaking Professional (CSP®) who has delivered more than 100 standing ovation keynotes and workshops and co-authored best-selling books on delivering customer excellence. After 25 years leading customer experience, sales, and marketing for major brands including Verizon, AT&T, Schindler Elevator Corporation, Wilton Brands, Martha Stewart Crafts, and LiveOps, Stacy’s strategies generated $2.4 billion in savings and hundreds of millions in revenue. Today, she continues to collaborate with innovative organizations such as IBM, Yoga Alliance, Hallmark Business, and many others. She created the Doing CX Right? framework, equipping leaders and teams to boost revenue, strengthen brand loyalty, and create a sustainable competitive advantage. Stacy is widely recognized for her Doing CX Right® podcast, ranked in the top 2% globally with more than 200 episodes, and for her LinkedIn Learning courses, with hundreds of five-star reviews. A multi-time Global CX Guru awardee and 2026 ICMI Hall of Fame inductee, her insights have been featured in Forbes, Psychology Today, Yahoo News, and other leading publications.
Available For: Advising, Authoring, Consulting, Influencing, Speaking Travels From: NJ
Speaking Topics: How to Boost Revenue and Brand Reputation by Doing Experiences Right (Customer + Employee focussed)
Stacy Sherman
Points
Academic
0
Author
218
Influencer
120
Speaker
3
Entrepreneur
20
Total
361
Points based upon Thinkers360 patent-pending algorithm.
Business Unit: Customer Experience. Customer Service
Minimum Project Size: N/A
Average Hourly Rate: N/A
Number of Employees: 1-10
Company Founded Date: 2023
Media Experience: 20 years
Last Media Training: 03/03/2026
Last Media Interview: 01/06/2026
Areas of Expertise
AI
Business Strategy
Change Management
Coaching
Culture 30.08
Customer Experience 33.03
Customer Loyalty 30.16
Digital Transformation
Entrepreneurship
Management
Marketing 30.37
Personal Branding
Social
Industry Experience
Consumer Products
Media
Other
Professional Services
Telecommunications
Publications & Experience
38 Article/Blogs
Creating a Frictionless Organization & Better Customer Experiences
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September 22, 2026
Frictionless has become a strategic necessity. What does that mean? Why care? Stacy Sherman speaks with brilliant guest Bill Price to share answers and simple steps to remove customer pain points. There is a right way!
The post Creating a Frictionless Organization & Better Customer Experiences
How To Make Your Brand Tattoo-Worthy
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September 08, 2026
Can you imagine employees and customers loving your brand so much that they’d consider or actually get a tattoo of the company logo? Hard Rock Cafe has documented cases of this happening among both staff and guests, and it is not a marketing stunt. It comes from a specific, repeatable approach to
20 Easy Ways To Celebrate CX Day and Customer Service Week
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August 24, 2026
What is CX day and Customer Service week all about? Learn The Who, what, why, and how to celebrate the global event, plus keep the momentum going to boost revenue, retention, and brand reputation the right way.
The post 20 Easy Ways To Celebrate CX Day and Customer Service Week appeared first on Doi
Driving Positive Outcomes During CX Day, Customer Service Week & Beyond
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August 24, 2026
CX Day and Customer Service Week are celebrated nationally every October. Learn practical ways Greg Melia and Stacy Sherman recommend to celebrate customers, employees, and agents for better business results.
The post Driving Positive Outcomes During CX Day, Customer Service Week & Beyond appea
How to Retain Customers Who Never Had a Reason to Leave Until Now
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August 17, 2026
Customer retention is never guaranteed, no matter how long a company has gone without real competition. Michelle Musgrove joins Stacy Sherman's Doing CX Right® podcast to explain how she builds the internal case for CX investment before a competitor forces the issue and closes the loyalty gap along
The Ultimate Leadership Advantage AI Can Never Replicate
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August 10, 2026
When every company uses identical technology, human-centric leadership becomes your biggest competitive differentiator. Clearsource BPO co-founder Nate Spears joins Stacy Sherman's Doing CX Right podcast to reveal 5 new ways to attract top talent, inspire discretionary effort from frontline teams, a
How To Use AI The Right Way Without Removing Human Judgment
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July 13, 2026
Learn precisely when to use AI to enhance customer experiences and when to rely on human judgment to safeguard revenue and relationships. There is a correct approach! Learn more from Stacy Sherman and special guest, Deb Ashton, Certinia Co-Founder.
The post How To Use AI The Right Way Without Removi
How To Prove Customer Service Is Actually A Revenue Driver
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July 01, 2026
Learn how to identify customers at risk of leaving so finance funds service as revenue protection instead of operational overhead. Listen now to this episode of The Doing CX Right℠ podcast with Host Stacy Sherman and special guest, Lisa Oswald at Travelzoo.
The post How To Prove Customer Service I
How to Serve Customers Faster, Better, and Smarter at Scale
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June 16, 2026
Learn how your business can use AI to find customer issues sooner, help agents respond faster, and improve service quality, based on Princess Cruises approach.
Listen to Stacy Sherman and Alvin Stokes on Doing CX Right℠ podcast now.
The post How to Serve Customers Faster, Better, and Smarter at Sc
How to Orchestrate Better Customer Experiences with Agentic AI
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June 08, 2026
Learn how agentic AI helps your business anticipate customer needs, personalize service, and improve results, using IBM’s proven approach. Listen to Stacy Sherman and Pierre Charchaflian on Doing CX RIght podcast now.
The post How to Orchestrate Better Customer Experiences with Agentic AI appeared
How To Make Every Employee Accountable For Customer Loyalty
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June 01, 2026
Customer experience belongs to every role, not just your contact center. Listen to Stacy Sherman and featured guest Chris Morrissey at Zoom reveal how to build company-wide CX accountability that reduces churn the right way.
The post How To Make Every Employee Accountable For Customer Loyalty appear
How To Build An Effective Customer Loyalty Program: Lessons From IKEA
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May 18, 2026
Learn how to build customer loyalty programs that retain buyers, grow revenue per customer & earn C-suite investment with measurable results. Stacy Sherman and Martin Villanueva
at Ikea share actionable strategies you can immediately apply at your workplace.
The post How To Build An Effective
There Was “Quiet Quitting” and “The Great Resignation.” Now, It’s Reshaping In The AI Era
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May 11, 2026
Will AI take your job? It's complicated, experts say. We're in the Reshaping Era now. Here is what AI is doing to work and the 3 actions leaders must take immediately.
The post There Was “Quiet Quitting” and “The Great Resignation.” Now, It’s Reshaping In The AI Era app
Customers Don’t Care About Your Company’s Org Chart
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April 30, 2026
Customers experience your company as one brand, not separate departments. Learn how leaders can create shared accountability across teams to boost revenue, retention, referrals, and brand reputation.
The post Customers Don’t Care About Your Company’s Org Chart appeared first on Doing CX
A Better Way to Predict and Boost Customer Loyalty That Most Leaders Overlook
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April 21, 2026
Most leaders track NPS and C-SAT but overlook the one metric that predicts whether customers return, refer others, and forgive mistakes more reliably than both. Stacy Sherman and Isabelle Zdatny at Qualtrics XM Institute go deep into the research and what leaders must do now to build lasting loyalty
Why Great Customer Experience Starts With Employee Well-Being
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April 07, 2026
Learn how to detect early signs of burnout, reduce stress, and support employee well-being so employees deliver better customer experiences. You will gain many actionable strategies on this Doing CX Right℠ podcast episode, with host Stacy Sherman and guest Jennifer Lee at Intradiem.
The post Why G
How Bad Customer Reviews Actually Help You Build a Better Business
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March 23, 2026
Learn how to respond to bad reviews, fix root causes, and use customer feedback to earn more trust, referrals, and revenue. You will gain actionable tactics on this Doing CX Right℠ podcast episode, with host Stacy Sherman and guest Alicia Skubick at Trust Pilot.
The post How Bad Customer Reviews A
Overcome Buyer Skepticism: How To Boost Sales and Retention
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March 15, 2026
Learn how to get skeptical buyers to say yes, return and refer other customers, and why data alone is not what drives their decision. Listen to the Doing CX Right℠ podcast now.
The post Overcome Buyer Skepticism: How To Boost Sales and Retention appeared first on Doing CX Right.
AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy
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July 01, 2024
Examine the CX impact of the controversial Toys 'R' Us AI ad. Discover five critical actions to effectively leverage AI, push boundaries, and captivate your customers.
The post AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy appeared first on Doing CX Righ
Strengthening Customer Relationships: The Power of Tangible Rewards
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June 30, 2024
Are loyalty programs dead? Discover how tangible rewards might be the key to creating unbreakable customer relationships. Tune in now.
The post Strengthening Customer Relationships: The Power of Tangible Rewards appeared first on Doing CX Right.
Healing Healthcare: Overcoming Challenges to Improve Patient Experience
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June 26, 2024
Learn how transforming patient experience can heal our broken healthcare system, with insights for everyone in the medical field.
The post Healing Healthcare: Overcoming Challenges to Improve Patient Experience appeared first on Doing CX Right.
Customer Service Winning Plays: Proven Strategies From Mercedes-Benz Stadium
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June 09, 2024
Tired of losing clients to the competition? Learn how to create unforgettable experiences and turn them into lifelong fans. Discover winning customer service plays from Mercedes-Benz Stadium with Stacy Sherman and Harry Hynekamp
The post Customer Service Winning Plays: Proven Strategies From Mercede
Link Between Employee Offboarding and Customer Experience: Doing Both Right
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June 04, 2024
Why does employee offboarding matter if they're already out the door? Learn its impact on customer experience and effective practices
The post Link Between Employee Offboarding and Customer Experience: Doing Both Right appeared first on Doing CX Right.
The Ripple Effect: How Employee Treatment Impacts Customer Loyalty & Referrals
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June 03, 2024
Learn how to create a workplace where everyone thrives – from employees to customers and your bottom line. Listen to Doing CX Right Podcast now for insights on employee experience and its impact on business success.
The post The Ripple Effect: How Employee Treatment Impacts Customer Loyalty &
How to Make Feedback a Gift, Not A Curse, in the AI Era
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May 31, 2024
Is feedback an advantage or a drawback? Learn how to give and receive feedback that inspires, motivates, and strengthens connections, rather than eroding relationships.
The post How to Make Feedback a Gift, Not A Curse, in the AI Era appeared first on Doing CX Right.
Doing Customer Experience Right As Your Brand Differentiator
Journey Management Book Releasing in 2024
October 01, 2024
Hi. I’m Stacy —on a mission to cultivate meaningful, authentic relationships and experiences the enrich peoples’ lives. We live in a world where impersonal interactions are the norm. Too many companies do not put people first or meet their real needs. In fact, leaders create unnecessary frustration and negative emotions. So, I created DoingCXRight, a proprietary Heart & Science framework and educate leaders through my speaking and content about getting and keeping loyal customers fueled by a valued and empowered workforce.
There’s no reason ever to have bad experiences. See my speaking topics at DoingCXRight.com/speaking
Join Thinkers360 for free! Are you a Reader/Writer, Thought Leader/Influencer (looking to increase your earnings), or an Enterprise User (looking to work with experts)?
Doing CX Right
Doing Customer Experience Right As Your Brand Differentiator
