Challenges In Delivering Effective CX | Stacy Sherman

The Global Xperience

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Episode Summary:
Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host.

Key Highlights:

1. Introduction to Stacy Sherman: Discover Stacy's multifaceted roles and her journey in the world of customer experience.
   
2. The birth of Doing CX Right: Learn how Stacy's small blog evolved into an influential platform for sharing actionable CX tips and insights.
   
3. Empowering customer service agents: Stacy emphasizes the importance of empowering customer service agents and the impact of leadership on agent performance and job satisfaction.
   
4. Challenges in delivering effective CX: Stacy discusses common challenges in the contact center space, including agent attrition and the need for continuous training and support.
   
5. Digital empathy and AI in CX: Explore the role of AI in enhancing empathy in customer interactions and improving the efficiency of CX processes.
   
6. Predictions for the future of CX: Stacy shares her vision of a future where humans and AI collaborate to deliver exceptional customer experiences.
   
7. Stacy's ideal customer service experience: Gain insights into what constitutes excellent customer service from Stacy's personal experiences.
   
8. Segment: South African trivia: We test Stacy’s knowledge of South Africa!

Connect with Stacy:

• LinkedIn: https://www.linkedin.com/in/stacysherman/
• Podcast: DoingCXRight.com/Podcasts
• Blog: DoingCXRight.com/Blog
• Amazon Books: amazon.com/author/stacysherman
• YouTube: https://www.youtube.com/@doingcxright
• News & Media: doingcxright.com/news-media