As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand.

Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business.

You'll learn how to:

• Detect patterns and warning signs before escalations escalate
• Build repeatable processes and escalation playbooks that drive consistency and ownership
• Design intentional customer journeys that anticipate issues and close feedback loops
• Align teams across departments to resolve root causes, not just symptoms

Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth.

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

Book time with Stacy here.

Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them.

In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant.

Stacy shares practical ways to drive real customer loyalty:

• Identify why "nothing went wrong" isn't enough to create memorable experiences
• Ask questions that reveal what customers truly value
• Measure behavior: repurchase, renewal, and referral rates instead of opinion scores
• Redesign onboarding and service touchpoints so customers feel supported, not lost

CSAT isn't useless, but it measures baseline competence, not competitive advantage.

Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty.

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

Book time with Stacy here.

As companies adopt AI to increase efficiency, they often implement technology before fully understanding their business processes. That blind spot creates tension between IT and customer-facing teams, weakens service quality, and limits profitable growth.

In this episode of Doing CX Right®, Stacy Sherman examines this issue through a customer experience lens, sharing her expert perspective on why operational clarity must come before automation. She talks with Eric Skeens, CEO of Three Tree Tech, about how one company increased revenue by $1M using AI strategically, without adding headcount and while keeping service personal.

You'll learn how to identify the right moments for AI integration and protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at DoingCXRight.com.

Book time with Stacy through this link.