How a Fractional CXO Builds a Customer-Centric Organization | Stacy Sherman (Doing CX Right)

Stacy Sherman, host of Doing CX Right, returns in this new episode of No Hold Time. Stacy is an award-winning author, speaker, and advisor, as well as a fractional CXO (chief experience officer). In her second appearance on the podcast, Stacy shares her process when a company hires her to revitalize their customer experience. Some of these steps include: - Identifying silos - Discovering cultural "heart" and "science" - Aligning goals and metrics Stacy then talks to Brian and David about job shadowing, the importance of investing in employee community, and the most important CX metric you should be tracking.