In a world in which impersonal customer interactions are the norm, Stacy Sherman is an empathetic customer experience (CX) pioneer who has devoted her career to leading with a heart and creating lasting customer loyalty through engaged employees. Recognizing the humanity in others is critical to any business’s success. Whether a company is marketing to other businesses or consumers, its ultimate audience is an individual. There is a person at the other end of every campaign and communication; for businesses that desire to be competitive and acquire customers, making a human connection is critical.
Passion & Dedication
Stacy’s mission is to help brands delight customers, meet their needs, and create superior experiences that build not just relationships but lasting, meaningful connections with people. Through her company, DoingCXRight, Stacy advocates for the humanization of business and delivers a framework rooted in the customer. Stacy’s approach aligns cross-functional teams from critical parts of the organization—sales, marketing, product, and leadership to allow stakeholders to deliver a customized customer experience that goes far beyond price of services or goods.
Applying a holistic view of CX, Stacy incorporates employee engagement strategies to realize positive client outcomes. Engaged and happy employees are also loyal and satisfied customers. Stacy partners with clients to execute an integrated, measurable CX strategy that increases customer loyalty and satisfaction, heightened brand value, and reduced market friction. In 2019, she led the first-ever annual CX Day at Schindler Elevator Corporation to drive awareness of the importance of customers’ experiences and show gratitude to employees for their efforts in delivering superior customer service. After its initial success, the company adopted and transformed the program into an entire week dedicated to recognizing CX as a strategic imperative across the global organization. Further, she collaborated with leadership to drive historic customer satisfaction and net promoter scores (NPS) and achieve a year-over-year CAGR of 6%.
Continuous Learning & Improvement
Stacy is committed to developing the next generation of talent, and coaches and mentors those who are looking to break into the field. She has been featured in multiple publications, including Forbes and Psychology Today. She has also received numerous awards and accolades for her leadership in the field, including CX Leader of The Year. In addition, Stacy is a vocal advocate for workplace diversity and inclusion and promotes recruiting and developing talent from underrepresented groups. The results of these efforts are immediate and remarkable—heightened competitiveness and improved productivity. She continues to drive cultural transformation by creating environments focused on empathetic leadership, stakeholder accountability, and open and honest communication among team members.
Experience & Fun Facts
Known for leading with both heart and science, Stacy has held multiple leadership roles at major companies such as AT&T, Verizon, Martha Stewart Crafts, and Schindler Elevator. Her strategic skills are not limited to business—she is also a serious backgammon player who has traveled internationally to compete. Stacy holds a Bachelor of Science in Business Administration & Marketing from American University and a Master of Business Administration in Marketing from Fairleigh Dickinson University. She has a multitude of professional certifications, including one in Customer Experience & Design Thinking from Rutgers University. A mother of two human kids and one furry one, she and her husband live in suburban New Jersey.
Proudest role & achievement = being Mom!
AFFILIATIONS & RECOGNITIONS:
•Co-Author two International CX books
•Top 50 Customer Experience Influencers: https://bit.ly/2VTtcfV
•Top 150 CX Influencers Globally: https://bit.ly/3hJKLaH
•North America Customer Centricity 2020 Awards Judge: https://bit.ly/378WkEm
•CXPA Impact Award Finalist: http://bit.ly/2IagvX5
•CX Leader of The Year Finalist 2019 and 2020: https://bit.ly/3nCr6NI + https://bit.ly/34LGtL7
•Founding CX Board Member + Advisor at Rutgers, George Washington & Seton Hall University
•Host "Women Leaders Making A Difference" community: http://ow.ly/sGlu50xJ7Nf