Your customer says they’re “satisfied.”
So why didn’t they come back?

Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).

She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that’s not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it’s missing—and what to measure instead.

Learn more at DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy through this link.

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what’s going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the value of customer experience as a core business discipline.

Learn more at DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy through this link.

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points.

Learn more at DoingCXRight.com.

Access our FREE Customer Experience Audit Tool: Click here.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy through this link.