Most brands are doing CX wrong—and it’s costing them.

The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both.

In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science’ framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.

They tackle the tough questions: How do you balance data and human connection? Where do most brands fail in their CX approach? And what’s the real cost of getting it wrong?

If you want practical insights, real-world stories, and actionable strategies to drive customer retention and satisfaction, this conversation is a must-listen. Stay tuned until the end for an unforgettable example of human-centered CX in action.

Are you delivering the experience your customers deserve? How far are you from your goals? Discover the gap with our Customer Experience Assessment and improve your strategy today.

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Check out Doing CX Right: https://doingcxright.com/
 

Key Moments:

• 00:00 Who is Stacy Sherman, CX Speaker & Expert?
• 02:23 Why Customer Experience is Vital to a Business’s Success
• 04:41 Designing Proactive & Delightful Customer Journeys
• 10:19 The Key to Breaking Down Silos
• 16:51 What is the Cost of Doing CX Wrong?
• 25:33 The Importance of Emotional Intelligence (EQ)
• 26:17 Addressing Fear & Psychological Safety in the Workplace
• 27:41 Human Connection & The Role of AI in CX
• 40:40 The Role of Accountability in Customer Service
• 48:27 Key Advice Every CX Leader Needs to Hear

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