HeyJaredDoing Customer eXperience Right In The AI Era | Stacy Sherman
The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively.
- Indexed episodes, last 90 days
- 11
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- Sep 15, 2026
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- Jul 7, 2026
Latest episodes
229. The Distinctive Business Advantage: New Research on Customer Retention | Jason Ten-Pow (opens the original)
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Companies are investing more in customer experience than ever before, yet many still struggle to retain customers and win new ones. That contradiction led me to ask a simple question: What is driving customer decisions today, and how can companies gain a sustainable competitive advantage? To answer it, I commissioned new research with Jason Ten-Pow of ONR EDGE, and this special Doing CX Right® episode is its debut. We compare how companies design customer experiences today with what customers sa
228. Making Your Brand Tattoo-Worthy (Replay) | Jim Knight (opens the original)
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This podcast was previously recorded in 2022. The actionable recommendations apply even more today! 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 is the result of a specific, repeatable approach to culture and customer experience that Jim Knight breaks down on this episode of Doing CX Right wi
227. AI and the Human Element: How to Strike a Balance in the Workplace (Replay) | Brian Solis (opens the original)
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This podcast was previously recorded in March 2023. The actionable recommendations apply even more today! Customer experience teams are deploying chatbots and AI assistants earlier in the service journey because leadership wants faster resolution and lower cost per contact. That shifts more first interactions to automated flows. Customers are encountering decision-tree prompts instead of human conversation. That produces frustration and forgettable moments instead of loyalty-building moments. Th
226. Driving Positive Outcomes During CX Day, Customer Service Week & Beyond | Greg Melia (opens the original)
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This podcast was previously recorded in Aug 2022. The actionable recommendations apply even more today! Have you heard about CX Day? Every October, people worldwide celebrate with their employees, agents, and clients. It reminds me of "Mother's Day" or "Father's Day." It's a time to intentionally celebrate and express gratitude to the people who matter in our lives. It doesn't mean we stop appreciating people on all other days of the year. It's a time to pause, reflect, and take extra purposeful
225. How to Retain Customers Who Never Had a Reason to Leave Until Now | Michelle Musgrove (opens the original)
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Most leaders assume their customers won't leave as long as the price is fair and the service works. Michelle Musgrove of Washington Gas and I agree that is a dangerous assumption. A customer with no other option is not the same as a loyal one. Confuse the two: the process keeps serving the company instead of the customer, nobody follows up directly, and the first real alternative wins them over. So what separates the companies that retain customers for years from those that lose them as soon as
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