Best Doing Cx Right Podcasts (2025)

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

26d ago27:26

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 tr…

1
#43: Localizing video using AI with Guy Piekarz from Panjaya 22:08

4d ago22:08

22:08

Most brands invest heavily in content creation, but how much of that content actually reaches global audiences in a way that feels authentic? With 94% of B2B buyers saying they are more likely to engage with leadership and conference videos in their local language, companies are missing a massive opportunity. How can AI-powered video localization r…

1
174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman 26:08

5d ago26:08

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 e…

1
Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester 39:27

6d ago39:27

39:27

Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise grow…

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

12d ago30:39

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 b…

1
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega 35:03

18d ago35:03

35:03

Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are imp…

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

20d ago30:48

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, …

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Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk 57:42

26d ago57:42

57:42

Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhl…

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AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe 29:25

1M ago29:25

29:25

Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search a…

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#42: Maintaining authenticity as you scale with Fred Meyers, Queensboro 22:41

1M ago22:41

22:41

How do you take a business from a basement office in Queens to a $25 million company—without losing the personal touch that made it special in the first place? Joining us today is Fred Meyers, President and Founder of Queensboro, a company that has revolutionized the custom logo apparel industry. Fred spotted a market gap while doing laundry in his…

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

1M ago11:50

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’…

1
#41: Connecting deeply with B2B audiences with Jason Ing, Gusto 29:57

1M ago29:57

29:57

Payroll isn’t exactly what you’d call exciting—so how do you take a - let’s face it - rather boring topic like that and make it relatable, engaging, and even funny enough to capture an audience’s attention? Joining us today is Jason Ing, Chief Marketing Officer at Gusto, a leading platform that provides small and medium-sized businesses with payrol…

1
169. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly 19:12

1M ago19:12

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 outdat…

1
The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics 1:03:43

2M ago1:03:43

1:03:43

Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX …

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#40: Harnessing the Power of PR to Scale B2B with Karla Jo Helms, JOTO PR Disruptors™ 27:29

2M ago27:29

27:29

Is your brand’s story building trust—or are you leaving credibility to chance? Our guest today is Karla Jo Helms, Founder and CEO of JOTO PR Disruptors™. Karla is an expert in transforming B2B brands through innovative public relations strategies. With a career dedicated to building trust, managing crises, and leveraging data-driven storytelling, s…

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

2M ago27:29

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. Disc…

1
Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely 47:25

2M ago47:25

47:25

Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview f…

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

2M ago30:15

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 organizat…

1
#39: Payment innovation for SMBs with Brian Goudie, Aurora Payments 28:20

2M ago28:20

28:20

As small and medium-sized businesses navigate economic uncertainty, here’s a question to consider: Are your payment systems an asset that drives growth, or are they just another expense? Today, we’re joined by Brian Goudie, CEO of Aurora Payments. With nearly 30 years in the payments industry, Brian has guided Aurora to serve over 27,000 merchants,…

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There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys 54:05

2M ago54:05

54:05

Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX professionals should be thinkin…

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

2M ago31:54

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 w…

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

2M ago30:22

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…

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

3M ago31:42

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 marke…

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Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate 49:53

3M ago49:53

49:53

Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy…

1
#38: The layer cake approach to branding with Allison Capaldi and Robert Wolfe, Zeck 24:19

3M ago24:19

24:19

In a world of fleeting attention spans and oversaturated markets, how can brands truly stand out and build loyalty that lasts—even when it comes to something as overlooked as board meetings? Today, we’re joined by Allison Capaldi, Senior Content Manager at Zeck, and Robert Wolfe, Founder of Zeck. Together, they’ve built not one but three successful…

1
163. Voice Of Customer Truth: Why Customers Really Leave | Tzachi Ben-Sasson 30:19

3M ago30:19

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 c…

1
Life Lessons I Learned From Being A Line Cook - Interview with Ari Weinzweig 59:26

3M ago59:26

59:26

Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, Michigan, USA. Ari is a friend, a veteran of the podcast and was also one of the contributors to Punk XL. Ari joins me today to talk about his latest missive - a chapbo…

1
162. How to Increase Prices the Right Way—While Keeping Customers Loyal | Stacy Sherman 8:52

3M ago8:52

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 mai…

1
The natural home of the contact center is under the CMO - Interview with Alex Levin of Regal.io 43:37

3M ago43:37

43:37

Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact cen…

1
#37: Marketing operations as a driver of growth with Mike Rizzo, MarketingOps.com 31:35

3M ago31:35

31:35

Is your marketing operations team set up to be a strategic driver of growth, or are they stuck managing tools and putting out fires? Today, we’re joined by Mike Rizzo, Founder of MarketingOps.com. Mike is here to discuss the 2024 State of the Marketing Operations Professional Report, which is based on insights from over 600 MOps professionals. This…

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

3M ago30:17

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 tha…

1
160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens 31:15

3M ago31:15

31:15

Can your company thrive without adding headcount? One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must…

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The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey 53:05

4M ago53:05

53:05

Today’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on…

1
#36: Knowing when and how to automate your sales processes with Joshua Garrison, Apollo 27:30

4M ago27:30

27:30

In a world where sales cycles are getting longer, what’s holding your business back from reaching the right person at the right time? Today, we’re joined by Joshua Garrison, Vice President of Content Marketing and Product Education at Apollo.io, a leading go-to-market platform used by millions of sales professionals and SMBs globally. Josh is not o…

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159. Predictable Revenue in Unpredictable Times: Strategies for CX Success | Aaron Ross 30:18

4M ago30:18

30:18

Is your business struggling to maintain predictable growth in today’s chaotic market? Stacy Sherman and Aaron Ross explain why the old sales and marketing strategies no longer work in a world shaped by AI, shifting buyer behaviors, and constant change. “Business as usual” isn’t just outdated—it’s ineffective. In this show, you’ll learn how to build…

1
We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front 40:17

4M ago40:17

40:17

Today’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me today to talk about why email isn’t dead and why Front takes an email-first approach, getting everyone involved in the support queue, including the CEO, and why they ma…

1
158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini 35:03

4M ago35:03

35:03

Can your company survive in today's market without putting design at the core of your business strategy? How do successful brands consistently create products and experiences that customers love? In this powerful episode, Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini, reveal why treating customers as "people" rather than consumers…

1
Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc 1:05:15

4M ago1:05:15

1:05:15

Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins me today to talk about why the dominant metrics that are currently being used in customer support are broken, “The ‘Hamster Wheel’ Dilemma,” why AI and human …

1
#35: Aligning organizations for success, with Robert Chatwani, President, Docusign 31:33

4M ago31:33

31:33

How aligned is your organization when it comes to driving growth—are internal silos or misaligned goals or expectations holding you back from reaching your full potential? Today, we’re joined by Robert Chatwani, President and General Manager of Growth at Docusign. Before joining DocuSign in 2023, Robert was the Chief Marketing Officer at Atlassian,…

1
157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 2025 17:06

4M ago17:06

17:06

2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth. In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year…

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#34: What do 34,000 landing pages have to teach you about yours? Featuring Sahil Patel from Spiralyze 26:55

4M ago26:55

26:55

Are your landing pages truly working for you, or are you caught in a cycle of driving traffic to pages that fail to convert effectively? Today, we’re excited to welcome Sahil Patel, CEO of Spiralyze. Sahil leads a company that has optimized over 34,000 landing pages for SaaS leaders using insights from more than 130,000 A/B tests. With his deep exp…

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The impact of influencer marketing on customer experience - Interview with Daphne Robertson of #paid 46:32

5M ago46:32

46:32

Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate, and measure their creator marketing campaigns. Daphne joins me today to talk about influencer marketing, it’s growth and influence on customer experience and engagement, how to get it…

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#33: B2B E-Commerce Content Optimization with Ashlyn Fulton, D'Addario & Company 12:29

5M ago12:29

12:29

Is your B2B e-commerce content working as hard as it should be? In a rapidly evolving digital landscape, strong content creation and management could be the key to unlocking both customer engagement and business growth. This was recorded live at Opticon 2024 in San Antonio, TX. Today we’re diving into the role of strong content creation and optimiz…

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156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 39:50

5M ago39:50

39:50

Are complex processes hindering your ability to deliver exceptional customer service? Stacy Sherman and Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-cen…

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An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva 1:09:41

5M ago1:09:41

1:09:41

Today’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about his new book, Mastering the Customer Experience, why it was over twenty-five years in the making, the eight-step discovery model at its heart and how it can help companies execute …

1
#32: The Amazonification of B2B ecommerce with Alex Sayyah at Aleran 27:26

5M ago27:26

27:26

Is your B2B buying experience stuck in the past? If you’re making your customers email for a quote while competitors offer seamless online purchasing, you could be losing the next generation of buyers. Today we’re discussing the Amazonification of B2B commerce with Alex Sayyah, CEO of Aleran Software. We’ll dive into how B2B companies are adopting …

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Pandemic maths and measuring all of marketing - Interview with Gregory Kennedy of Alembic Technologies 43:33

5M ago43:33

43:33

Today’s podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executives. We talk about how Alembic is applying mathematics and AI, developed for identifying causes, treatments, and mortality during the pandemic, to tracing the results of marketing initiatives across the …

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155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 34:09

5M ago34:09

34:09

What happens when leaders bring empathy and self-awareness into their daily work? How does emotional intelligence transform not just teams, but the customer experience itself? In this returning episode of Doing Customer Experience (CX) Right, Stacy Sherman revisits her conversation with Daniel Goleman to unpack the secret ingredient behind exceptio…

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Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024 37:42

5M ago37:42

37:42

Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall in London. First up is Daphne Costa Lopes, Global Director of Customer Success at HubSpot, who I talk to about why the marketing funnel is broken, why we should be thinking about a f…

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#31: Getting the most out of AI with the right data approach with Emily He, Gong 27:04

6M ago27:04

27:04

To be truly successful with AI, capturing data is only the beginning. You need to understand and contextualize in terms of your business it to truly harness the power of artificial intelligence and get real returns. Today we’re going to talk about going beyond the hype of AI to get real, tangible results and unlock benefits that approaching data in…

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