Imagine if you could detect the early signs of burnout while there is still time to help a frontline employee, protect the customer experience, and avoid preventable attrition. This is not theoretical. Leaders can now monitor operational signals across the systems employees use every day, respond in real time, reduce compounding stress, and support employee wellbeing in ways that improve customer experience.

That is exactly what you'll hear in this episode of Doing CX Right℠, where host Stacy Sherman and featured guest Jennifer Lee, President and Co-CEO of IntraDiem, discuss why employee well-being is central to service quality, customer loyalty, and smarter leadership decisions.

In this episode, you'll learn:

• Which employee behaviors can signal rising burnout
• Why short resets can improve the next interaction
• How real-time intervention affects business outcomes
• Where AI adds value inside the employee workflow
• What determines the right moment to escalate to a person
• Why frontline observation leads to better leadership decisions

If your goal is to improve quality, retain valuable employees, and make smarter CX decisions, this episode will give you practical direction you can use right away.

Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Book time with Stacy Sherman here.

Did you know that AI is now reading your customer reviews, your public responses, and the sentiment around your brand to help buyers decide whether to trust your business? That means you need to pay attention to what customers are saying publicly and how your company responds, because those signals are shaping reputation, buying decisions, and future revenue before a prospect ever contacts you.

In this solo episode of Doing CX Right®, Stacy Sherman shares 3 actionable lessons business leaders can use to protect revenue, avoid losing profitable customers, and improve the likelihood that their brand gets recommended by AI platforms.

In this episode, you'll learn:

• How to use customer reviews more strategically

• What your public responses are really communicating

• Why review strategy now matters far beyond reputation

• What creates risk when your business has too many negative reviews or none at all

• How customer expectations and emotions shape public feedback

• What leaders need to do to strengthen how their brand is perceived online and by AI tools

If your goal is to protect revenue, strengthen brand reputation, and know exactly where to focus, this episode will be very valuable and enable you to make an impact immediately wherever you work.

Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Book time with Stacy here.

Why do customers trust a 4.5 star rating more than a perfect 5? What is AI actually using to decide which businesses to recommend, and is your company showing up in those answers?

Both questions come down to your reviews and what your business does when there is negative feedback. Most leaders ask how to delete bad customer reviews. They cannot. What they can do is respond within 24 hours, fix the root cause, and invite every customer to review, not just the happy ones. The businesses that build customer trust consistently are the ones AI recommends, and buyers consistently choose.

In this episode of Doing CX Right®, Stacy Sherman speaks with Alicia Skubick, Chief Customer Officer at Trustpilot, the world's largest independent customer feedback platform.

You will learn how to:

• Turn bad online reviews into clear actions that improve the business
• Respond quickly in ways that strengthen credibility and build customer trust
• Use customer feedback to find root causes across teams
• Develop trust over time through consistent actions
• Adjust to AI search, where reviews influence visibility and decisions

Whether you lead a retail business, a financial services firm, or a service organization, this conversation will change how you think about every bad customer review you receive.

Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Book time with Stacy here.