Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

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220. How To Use AI The Right Way Without Removing Human Judgment | Deb Ashton

July 14, 2026

Most companies are rushing to layer AI onto customer operations without fixing what sits underneath. Deb Ashton of Certinia says that's the wrong order. When sales, delivery, finance, and customer success work from separate systems with different views of the same customer, AI doesn't close those gaps; it amplifies them. Clients feel the disconnect as friction: repeating themselves across departments, getting inconsistent answers, and slowly losing trust. What You Will Learn Why adding AI to ...

219. Transforming Customer Service from Ordinary to Exceptional (Replay) | Mark Sanborn

July 07, 2026

What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relationships, and add value without spending more. And, some of the best advice about leader...

218. How To Prove Customer Service Is Actually A Revenue Driver | Lisa Oswald

July 01, 2026

Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gone. So what separates the companies that keep their customers, ...