Reviving a top rated Doing CX Right episode as we've officially entered a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So, what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research, explain the intersection of CX and technology based on research and his book When Machines Become Customers: How Companies Can Compete in the Age of AI. Details: DoingCXRight.com

What if long-term revenue stability isn’t about chasing new customers but about deeply understanding and serving the ones you already have? In this episode, Stacy Sherman and Corey Quinn discuss a counterintuitive path to business growth: deep specialization. Discover why focusing on a precise customer can transform your bottom line, build loyalty, and create “revenue certainty” even in unpredictable markets. You’ll hear about the smart use of technology that amplifies, not replaces, the human touch—and why empowered employees are your best way for delivering exceptional customer experiences. Listen now to hear a proven method on growth without the guesswork. Details @ DoingCXRight.com

What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. Discover more at DoingCXRight.com.