CX Isn’t a Department: Stacy Sherman on Humanizing Every Touchpoint
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Customer experience isn’t a department—it’s every interaction.
In this episode of Chats with Jason, I sit down with Stacy Sherman, award-winning CX leader, author, and founder of Doing CX Right®, to dismantle the biggest myths in customer experience and show you what it really takes to earn loyalty in today’s world.
Inside this episode:
🔍 Why “customer satisfaction” is no longer a useful metric
🧠 The emotional secret behind Trader Joe’s legendary CX
🤝 How to stop treating CX like a silo—and make it everyone’s job
📈 Stacy’s Heart & Science™ Loyalty Model decoded
🧰 Low-cost, high-impact moves to transform employee AND customer loyalty
📚 What to expect from her new book: Transformative Journey Management
Whether you're leading a small team or a global brand, Stacy’s insights will help you build experiences that aren’t just memorable—they’re meaningful.
Timestamps
00:00 Introduction to Meaningful Moments in Business
00:25 Meet Stacey Sherman: CX Strategist and Author
01:38 Explaining Customer Experience to an 11-Year-Old
04:05 Unpopular Opinions on Customer Satisfaction
06:07 The Role of Chief Customer Officers
09:10 Memorable Customer Experience Stories
14:46 The Heart and Science Loyalty Model
20:15 The Importance of Employee Experience
22:14 Stacey Sherman's Podcast and Final Thoughts
33:25 Conclusion: Transforming Experiences and Businesses
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Follow Jason S Bradshaw:
Website: https://jasonsbradshaw.com/
LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/
Facebook: https://www.facebook.com/jasonsbradshaw
Instagram: https://www.instagram.com/jasonsbradshaw/
Twitter/X: https://x.com/jasonsbradshaw
Follow Stacy Sherman:
Website: https://doingcxright.com/
Podcast: https://doingcxright.com/podcasts/
LinkedIn: https://www.linkedin.com/in/stacysherman/
Youtube: http://www.youtube.com/@doingcxright
Instagram: https://www.instagram.com/doingcxright/
Twitter/X: https://x.com/stacysherman
48 episodes