Best Doing Cx Right Podcasts (2024)

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140. Sales Mistakes That Harm Customer Experience and How to Fix Them | David Newman 30:02

3h ago30:02

30:02

Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building gen…

1
AI in Action: Revolutionizing Documentation, Scaling Solutions, and Enhancing Knowledge 41:45

2h ago41:45

41:45

Presented by Booz Allen Evan Carey, Acting Director at the National Artificial Intelligence Institute, Department of Veterans Affairs discusses the Department of Veterans Affairs (VA) and its efforts to integrate AI into its operations to enhance the efficiency and effectiveness of medical documentation and community care records. The VA is focusin…

1
139. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb 31:46

4h ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

1
7/16/24: Bold Initiatives: Enhancing CX, Strategizing Cyber Battlespace, and Revolutionizing Health IT Contracting 30:30

13h ago30:30

30:30

The Defense Department’s new Fulcrum IT Advancement Strategy includes four lines of effort. One of them is focused on customer experience. Savan Kong is Senior Advisor in the User Experience Portfolio Management Office in the Office of the CIO at DoD. At TechNet Cyber recently, he tells me his office is driving what customer experience looks like a…

1
138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey 27:41

4d ago27:41

27:41

Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal ins…

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7/10/24: A Health IT Blueprint for the Entire Federal Government 25:31

3d ago25:31

25:31

The Office of the National Coordinator for Health IT inside the Department of Health and Human Services has prepared the draft “2024-2030 Federal Health IT Strategic Plan”. At the ACT-IAC Health Innovation Summit recently, Peter Karras, Deputy Director for the Strategic Planning and Coordination Division at ONC, tells me the strategy is both a prog…

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137. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow 29:16

5d ago29:16

29:16

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …

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7/3/24: The survival path for political appointees on the road to confirmation 37:57

27d ago37:57

37:57

No matter who wins the presidential election this November, a new round of political appointees is likely to make its way to Capitol Hill to seek the approval of the Senate. Maj. Gen. Arnold Punaro (USMC ret.) will probably be involved in helping at least some of them prepare for confirmation. Arnold’s new book, "If Confirmed: An Insider’s View of …

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136. Strengthening Customer Relationships: The Power of Tangible Rewards | Mark Stern 30:58

12d ago30:58

30:58

Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might …

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6/26/24: The road ahead for your agency’s Chief A-I Officer, from two leaders who’ve been there 36:34

18d ago36:34

36:34

The new Chief Artificial Intelligence Officers Council just passed the six-month mark of its existence. The White House Executive Order on AI specifies that every agency should designate a Chief AI Officer. Two leaders who’ve led AI efforts at agencies are writing about what agencies should look for in those CAIOs. Lt. Gen. Jack Shanahan (USAF ret.…

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135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein 30:15

19d ago30:15

30:15

Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizat…

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6/19/24: The Thrift Savings Plan hits its glidepath; opening up to open source in the intelligence community 19:44

1M ago19:44

19:44

The Thrift Savings Plan is on a new glidepath. That path should help its members… that are investing for the long term. Kim Weaver, Director of External Affairs at the TSP, tells what the path is, and how it will work. The Central Intelligence Agency is building a chatbot to help its people verify open-source information quickly. The agency’s worki…

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6/5/24: DHS moves out on AI personnel and security; which comes first - security for AI or AI for security?; the right baby steps to maximize AI’s potential. 43:59

1M ago43:59

43:59

This Fed Gov Today podcast is sponsored by Microsoft. Today’s show is “Innovating on the Frontlines: Securing the Future with AI and Cybersecurity.” The evolving intersection of security and AI is the focus today. Leaders from the Department of Homeland Security, Microsoft, and the Department of Defense will tell you where their organizations are, …

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134: Customer Experience Winning Plays: Lessons From Mercedes-Benz Stadium | Harry Hynekamp 29:31

1M ago29:31

29:31

Are your customers feeling like just another face in the crowd? How can you transform their experience into a personalized, unforgettable journey? In this episode, Stacy Sherman and Harry Hynekamp, former VP of Guest Experience at Mercedes-Benz Stadium, unveil the winning plays used to create fanatical customer loyalty in the stadium. Discover how …

1
6/5/24: A big CX step at the FDA; solving struggles for your agency’s CX situation; data as a strategic asset to serve veterans better 41:56

2M ago41:56

41:56

This Fed Gov Today podcast is sponsored by Verizon. Today’s show is titled “Bridging Horizons: Innovating Customer Experience in Federal Civilian Services. The President’s Management Agenda and a series of executive orders have pushed agencies to transform the way they deal with agency customers. Leaders from FDA, VA, and Verizon dig into the chall…

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133. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman 28:42

1M ago28:42

28:42

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advo…

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5/29/24: Leaving modernization behind; frustration cutters inside DoD; managing disruption without shutting it down 33:56

2M ago33:56

33:56

NASA has a new technology leader to work in its digital transformation. Patrick Newbold is about five months into his tenure there, after joining the agency from the Social Security Administration. At the ACT-IAC Emerging Tech and Innovation Conference recently, he tells me digital transformation is about more than technology. The Defense Departmen…

1
5/22/24: Innovation is not a noun, a refresh for an innovation institution; one agency’s transformation journey begins with an assessment 34:32

2M ago34:32

34:32

All the military services, and pretty much the whole federal government, says they’re looking for innovative solutions. The hang-up can be what “innovation” actually means to each organization. Lt. Col. David Brewer (USAF) is Total Force Integration Liaison in the Disruptive Technology Division at Air Force Futures Center 3 Integration and Innovati…

1
132. Building Lasting Customer Relationships: 5 Proven Tactics with Stacy Sherman 14:53

2M ago14:53

14:53

Are you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, cr…

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5/15/24: The VA sprints toward AI success; an international approach to R&D for the Pentagon; 2 key F-35 measures going the wrong way 36:14

3M ago36:14

36:14

A new artificial intelligence tech sprint is under way at the Department of Veterans Affairs. 152 teams are competing in the sprint, on two tracks. Donna Hill, Deputy Director of Operations at the National Artificial Intelligence Institute at the VA and manager of the AI Tech Sprint, tells you how the sprint works, and what the agency is looking fo…

1
131. Customer Service and Culture Lesson From LinkedIn’s Sam Stern 33:26

3M ago33:26

33:26

You likely know the importance of a customer-centric culture, but how do you effectively implement and gauge its success? Stacy Sherman and guest Sam Stern, Senior Manager of CX at LinkedIn, answer these questions and more, including why prioritizing customer needs enhances satisfaction, how Bright Spot Analysis can refine your CX efforts, and whic…

1
5/8/24: Records fall in the TSP; workforce intelligence coming for AI; 5 decades of service for the Comptroller General 34:44

3M ago34:44

34:44

Some records are falling in your Thrift Savings Plan. More federal employees are bringing money into the TSP than ever, and the Plan is breaking other records too. Kim Weaver, Director of External Affairs at the Federal Retirement Thrift Investment Board, tells you about some of the other records the TSP is breaking, and why the Board thinks those …

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130. Seth Godin on AI, CX, and the Future of Customer Service 35:32

3M ago35:32

35:32

Did you know that "Customer service is free" and that "authenticity is radically overrated"? You might be wondering, what do these provocative claims mean? Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin challenge traditional notions of customer experience. They break down …

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5/1/24: a cyber partnership at the top of the federal government; AI data optimization for every agency 25:09

3M ago25:09

25:09

This show is sponsored by EY. The federal government is beginning month eight of work on the White House’s plan for “Delivering a Digital First Public Experience.” That work, and work tech leaders from other countries are doing around the world, was the focus of an event in Washington recently called Government DX. Dozens of US federal government l…

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129. Improving Customer Service and Retention - The DARMA™ Method | Dave Seaton 28:36

3M ago28:36

28:36

Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn h…

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4/24/24: the partnership equation to build a 10-year tech plan; collaboration solutions that work across agencies 23:32

3M ago23:32

23:32

The Department of Energy says it’s planning for technology that might not exist for ten years or more. Given the leaps in tech in the past ten years, leaders say that planning requires great flexibility. Brian Epley is Deputy Chief Information Officer at the Energy Department. At the ACT-IAC Climate Change Summit recently, he tells me about the par…

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128. Affordable Customer Service Strategies - Classroom to Startup Business | Monica Amadio 30:53

3M ago30:53

30:53

What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while …

1
4/17/24: A missed opportunity for federal real estate; DHA works overtime to fix its people problems; international input to solve digital transformation troubles 29:18

3M ago29:18

29:18

The federal government is missing a “prime opportunity” to cut the size and cost of its real estate footprint, according to the Public Buildings Reform Board. The board finds the government is missing modernization opportunities too. Dan Mathews, a member of the Public Buildings Reform Board and former commissioner of the Public Buildings Service a…

1
127. Customer Loyalty: From Impressed to Obsessed For ROI Growth | Jon Picoult 31:21

3M ago31:21

31:21

Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional …

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4/10/24: Budget liftoff for fiscal ’25; the people problems for the sea services; binding the Navy and Marine Corps together from the top 1:08:53

4M ago1:08:53

1:08:53

Today, a special program. Monday I hosted the Chiefs Panel, the opening event of the Sea Air Space conference. My thanks to the Navy League of the United States, the hosts of Sea Air Space, for inviting me to moderate the Chiefs Panel. You’ll hear that event on the program today, with the Chief of Naval Operations… Admiral Lisa Franchetti; the Assi…

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126. Generative AI Insights - Navigating the Future of Customer Service Experiences | Lior Arussy 31:26

4M ago31:26

31:26

Did you know that a small increase of just 5% in customer satisfaction can significantly boost company revenue? Host Stacy Sherman teams up with customer experience pioneer Lior Arussy to share proven strategies for transforming unhappy clients (detractors) into referring brand advocates (promoters). They'll reveal the economic impact of customer s…

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4/3/24: The secret to success for shared services might be semantic; a supply chain solution for the heart of warfighting systems; the next key to your TSP could be on your person 31:10

4M ago31:10

31:10

The President’s Management Agenda doesn’t include an explicit mention of shared services. But one leader says there are plenty of references that imply agencies should use shared services. Chad Clifford is Executive Director of the Grants Quality Service Management Office at the Department of Health and Human Services. At ACT-IAC’s Shared Services …

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125. Customer Service Fatigue - How To Prevent and Stop It with Laurie Guest 45:15

4M ago45:15

45:15

Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you understand what it means and the damaging effects across the customer journey? Join host Stacy Sherman and her guest, Speaker Hall of Famer Laurie Guest, as you learn Laurie's game-changing "10 Cent Decision" principle and tactics for small yet impactf…

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3/27/24: The Pentagon’s strategy to become a cyber employer of choice; making your agency’s efforts “human by design”; DIU’s evolution hits a milestone 35:43

4M ago35:43

35:43

Accenture Federal Services sponsors this edition of the Fed Gov Today podcast. The Defense Department says its Cyber Workforce Framework will be a key tool in developing the team that will implement the department’s cyber strategy. That framework comes out of a directive called 8140.01. Matthew Isnor is Program Lead for Cyberspace Workforce Develop…

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124. Cultural Intelligence: Improving Customer Service and Relationships | Andy Molinsky 32:29

4M ago32:29

32:29

Do cultural gaps undermine your customer service and business relationships? Listen to this revealing discussion on Doing CX Right with Stacy Sherman and Professor Andy Molinsky. Gain insights into enhancing cultural intelligence to bridge communication divides, avoid missteps, and make meaningful connections with diverse customers. You’ll understa…

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3/20/24: A new cloud trio from ONI; the road ahead for America’s Warfighting Navy; securing space today and tomorrow 32:55

4M ago32:55

32:55

The Navy League sponsors this edition of the Fed Gov Today podcast. The Office of Naval Intelligence is delivering three new cloud-based capabilities that it says will “revolutionize the delivery of critical ONI intelligence, data and development tools to the fleet.” Zeke Maldonado is Chief Information Officer and Director of Technology and Innovat…

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123. The Great Debate: Price Versus Customer Service in Securing Brand Loyalty | Jeremy Hyde 30:38

4M ago30:38

30:38

Are hidden fees eroding your customers' trust? Stacy Sherman teams up with Jeremy Hyde, Director of Customer Service at Sun Country Airlines, to tackle the broader implications of pricing strategies on consumer trust and loyalty, that impact all industries. They explore the role of a la carte pricing in making services more accessible and underscor…

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3/13/24: Smoothing travel turbulence at TSA; a new playbook for the workforce of the future; adding some Fellows to the digital mix at USDA 36:56

5M ago36:56

36:56

The Transportation Security Administration is testing touchless ID at several airports across the country. The goal is to make clearing security easier and faster for travelers. Kristin Ruiz is Deputy Chief Information Officer at TSA. At the ACT-IAC Digital Transformation Summit recently, she tells me why the project is a good example of TSA’s appr…

1
122: Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships | Bernie Borges 33:27

5M ago33:27

33:27

Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and gen…

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3/6/24: How to win the digital transformation/customer experience mash-up; the Marine Corps network plan to support the Commandant’s priorities; the dashboard dozen risks for your TSP 30:36

5M ago30:36

30:36

Agency leaders tell me the digital transformation efforts they’re undertaking are focused on mission and not just better technology. One mission outcome that’s becoming - or already is - important to agencies is customer experience. Beth Martin is a digital services expert at the Office of Personnel Management. At the ACT-IAC Digital Transformation…

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2/28/24: 5 deadly sins of digital transformation; a new AI infusion at DHS; digital transformation success includes these key ingredients 34:55

5M ago34:55

34:55

The Air Force Research Lab digital transformation strategy has four key components: faster research, streamlined transitions, better decisions, and low-friction business and operations. The leader of that transformation at AFRL says she sees five deadly sins for digital transformation. Alexis Bonnell is CIO and Director of the Digital Capabilities …

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121. Cultivating Community and Conversations in Customer Service | Thom Singer 32:26

5M ago32:26

32:26

Are digital tools impacting your ability to deliver exceptional customer service? How can technology support, not hinder genuine customer connections? Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and customer service expert guest Thom Singer. They discuss key strategies…

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2/21/24: Government can deliver, with the right blueprint; CNO’s 3-pronged priority list; the DIA’s to-do list for ‘24 37:47

5M ago37:47

37:47

“Government Can Deliver” is a rallying cry of technologists and program leaders all across government. It’s also the title of the new book from the former Chief Information Officer at the IRS and DHS, Richard Spires. My thanks to Richard for the invitation to MC a book signing event at the headquarters of the Partnership For Public Service yesterda…

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120. How to Design Effortless Customer Experience and Remove Roadblocks | Greg Mckeown 39:50

5M ago39:50

39:50

Are complex processes hindering your ability to deliver exceptional customer service? In this week's episode, host Stacy Sherman and author Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity throu…

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2/14/24: Taking AI for acquisition government-wide; solving people problems in the acquisition workforce 25:53

5M ago25:53

25:53

The General Services Administration is rolling out several artificial intelligence projects to make the jobs of its contracting officers easier. Several of those projects revolve around automating tasks. Jeff Koses is Senior Procurement Executive at GSA. At ACT IAC’s AI Procurement Forum at Carahsoft headquarters in Reston, he says his agency has a…

1
119. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman 34:09

5M ago34:09

34:09

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explai…

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118. Lessons from Zappos - Elevating AI Integration for Next-Level Retail Customer Service | Alex Genov 29:30

6M ago29:30

29:30

How can business harness AI to improve customer experience without losing personalization? What strategies can lead to breakthroughs in understanding and serving customers better? Get the answers on Doing CX Right, as Stacy Sherman and Alex Genov from Zappos discuss the transformative impact of AI on customer relations. They dissect the power of AI…

1
2/7/24: the AI advantage coming for acquisition; innovation ahead for the acquisition workforce 29:58

6M ago29:58

29:58

The artificial intelligence executive order the White House released in October calls for agencies to “improve A-I procurement.” Agencies may soon actually start to use AI to do that. Polly Hall is Senior Advisor to the Chief Procurement Officer at the Department of Homeland Security. At ACT IAC’s AI Procurement Forum recently at Carahsoft headquar…

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117. How to increase customer satisfaction by asking the right questions | Marty Grunder 27:40

6M ago27:40

27:40

Are you leveraging every opportunity to delight your customers and staff by asking the right questions? This episode of 'Doing CX Right' with Stacy Sherman and guest expert Marty Grunder, CEO and "Entrepreneur Of The Year," dives into actionable strategies leaders can implement to enhance customer and employee experiences. You'll hear new insights …

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1/31/24: Setting standards for data for veterans; filling the wish list from one to N 21:19

6M ago21:19

21:19

The Department of Veterans Affairs lists three items among its highlights for 2023. The Chief Technology Officer, Charles Worthington, and CIO Kurt DelBene named VA’s Health and Benefits mobile app; improvements to VA.gov; and expanding the online Veterans Legacy Memorial program as those three items on the latest episode of the Office of Informati…

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