CX Goalkeeper with Stacy Sherman - S1E12 is about humanity in business, employee engagement and metrics

The CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon's WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn't just talk. She is a doer such as: launching "Women Leaders Making A Difference" community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same time she is Head of Customer Experience & Employee Engagement at a big corporate. Key learnings: It is important to bringing people, i.e., humans, to the table as we are designing, implementing and deploying new experiences Technology is not the solution. It helps to e.g., to lower the effort Do the basics right and start from the employees Diversity and inclusion are a key success factor As part of humanizing businesses: ask customers not just the NPS but also get information on their sentiments and feelings Level of Effort (LOE) is an important metric Reinforce empathy and listening to nurture relationships How to contact Stacy: https://doingcxright.com/ https://www.linkedin.com/in/stacysherman/ Stacy's gold nugget: "make sure you are not just talking about CX and humanizing business but really doing it. And, while doing it, lead with your heart." Thank you, Stacy.