Best Proving Cx Podcasts (2025)

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How to Prove the ROI of Employee Advocacy (Without Vanity Metrics) 7:19

Play Pause

22d ago7:19

7:19

If you can't prove the ROI of your employee advocacy program... you don’t really have a strategy — you have hope. In this episode, I break down the real metrics that move the needle on employee advocacy. We're done counting clicks and calling it a win. I’m showing you exactly what to measure, how to tell a compelling story with your data, and the d…

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Hershey’s Social Listening Playbook 35:50

1d ago35:50

35:50

Ever wondered how a wave of customer requests can spark a brand-new Reese’s flavor? This week on the Social Media CX Podcast, I’m joined by Paige Walker from Hershey’s—and this one is extra sweet. Paige, Manager of Cultural Intelligence & Trends, takes us behind the scenes of how Hershey's evolved from reactive social care to a full-blown cultural …

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How Relevance AI & Build Club Turn Demos into Customer Ready AI Products w/ Annie Liao 53:29

3d ago53:29

53:29

Digital Nexus Ep 42: Annie Liao, From Community to Company: Building AI Products That Actually Ship What does it take to turn AI hype into shipped products? Annie Liao (Build Club / Relevance AI) joins us to unpack agentic workflows, community-led product discovery, and the mindset founders need to go from idea to MVP and revenue, fast. Annie share…

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197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo 23:31

3d ago23:31

23:31

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around…

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The Dark Side of Employee Advocacy: How to Avoid a Brand Horror Story 7:40

8d ago7:40

7:40

Employee advocacy can be your brand’s biggest superpower — or your scariest liability. In this Halloween-inspired episode, I’m showing up as Brooke the Jellyfish (because when CX gets dark, we glow ✨), and sharing the spooky truth about what happens when employee advocacy goes sideways. We’re diving into real-life horror stories: 👻 A rogue LinkedIn…

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From Mental Health App to Indy Jeff Quach on Building AI Families Actually Trust 50:57

10d ago50:57

50:57

From hacking mainframes to building Haven (mental health) and now Indy, an AI co-pilot helping families navigate paediatric and developmental care, Jeff Quach shares a builder’s journey grounded in anthropology, trust, and real-world impact. We unpack when AI should support human care (not replace it), why guardrails matter, how to find the right c…

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196. How To Turn Painful Customer Complaints Into Profitable Growth | Michael Nguyen 27:27

10d ago27:27

27:27

As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay …

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From Advocacy to Activism: Turn Employees into Community Leaders 7:32

15d ago7:32

7:32

Hey y’all — Brooke Sellas here. In this episode, we’re flipping the script on employee advocacy. It’s not just about amplifying brand content anymore — it’s about building community. I’ll share how your employees can become trusted community hosts, not just megaphones, and why that shift from “share” to “shape” is where the magic happens. We’ll div…

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AI Doom, Hope & the Builders Shaping Australia’s Future - Hosted at SXSW 2025 37:05

17d ago37:05

37:05

AI isn’t the enemy, it’s the experiment of our lifetime. At SXSW Sydney 2025, we took Digital Nexus onto the floor and into the streets to ask a simple question: doom or hope? From late-night hackathons to founders shipping agentic workflows, this episode captures how Australians are actually building with AI. We go behind the scenes with builders …

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195. Google's Chief Strategist Reveals Powerful Secrets to Customer Loyalty | Neil Hoyne (Replay) 31:54

17d ago31:54

31:54

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turn…

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How AI Could Heal a Generation Mental Health to AI Leader w/ Nicole Gibson 1:03:36

24d ago1:03:36

1:03:36

Can AI help understand our emotional state? Nicole Gibson, founder of Love Out Loud and co-founder of inTruth, shares how a recovery journey became a product mission, and how she’s using AI in mental health to scale evidence-based impact, leadership, and a love-led culture. Watch for: From anorexia recovery to national advocate → AI product leader …

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194. Gaining a Competitive Edge With An Experience Mindset | Tiffani Bova (Replay) 37:13

24d ago37:13

37:13

Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experie…

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Ditch the Megaphone: The New Rules of Employee Advocacy in CX 8:19

29d ago8:19

8:19

If your employee advocacy sounds like a press release… it's not advocacy. It's advertising. Let’s fix that. In this episode of the Social Media CX Podcast, I’m breaking down why canned captions kill trust and how you can unlock real employee voices to build credibility, connection, and conversions. We’ll cover: The difference between amplification …

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Prompt Like a Product Pro in ChatGPT & Claude: The 3-Phase System you must know (w/ Bastian Epskamp) 42:57

1M ago42:57

42:57

By Chris Sinclair and Mark Monfort

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193. Customer Service Week: How Top Companies Make It Year-Round | Stacy Sherman 11:16

1M ago11:16

11:16

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, prac…

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Why Employee Spotlights Belong in Your Social Strategy 24:11

1M ago24:11

24:11

What makes someone stop scrolling and actually care about your brand? Good creative helps, but really connects on social media is your people. In this episode, I’m joined by Rashad Alaiyan, a social strategist who’s helped brands like IBM, Salesforce, and Audi build trust by putting their people front and center. When IBM Watson Health rebranded to…

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192. Emotion as Currency: The New ROI of Customer Experience | Stacy Sherman 16:34

1M ago16:34

16:34

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told "emotion is a soft skill" by the very people who control the budgets. That disconnect leaves organizations stuck …

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How Clarity in Customer Care Creates Loyalty and Revenue 9:37

1M ago9:37

9:37

Let’s be honest, your customers don’t care about your latest post. They care about how fast you reply when they need help. In this episode, I break down why clarity, not content, is what builds real loyalty on social media. I’ll walk you through three simple ways to create a clearer, more consistent care experience across your social channels. You’…

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How Empathy Drives Revenue (and What Most Brands Miss) 10:44

2M ago10:44

10:44

What if empathy wasn’t just a “nice to have” in your social strategy, but the very thing driving your revenue? In this solo episode, I break down how emotional intelligence and human-first interactions translate into measurable growth. From reducing churn to capturing buying intent in your DMs, this is the business case for making empathy a frontli…

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5 Product Traps Killing AI Projects (and What To Do Instead w/ Kurt Yang) 34:33

2M ago34:33

34:33

Build Real AI Products (Fast): Product Manager to Community Builder with Kurt Yang (Fintech & EdTech, RAG, Embedded Finance) From banker to PM to community catalyst, Kurt Yang shares how non-engineers are shipping functional AI prototypes, validating with customers, and turning meetups into massive and strong ecosystems. Chapters: 4:17 – Community …

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191. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman (Replay) 33:09

2M ago33:09

33:09

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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The EMPATH Framework for Human-Centered Social Media 8:05

2M ago8:05

8:05

Let’s talk about what happens when we stop marketing to personas and start connecting with real people. In this episode of the Social Media CX Podcast, I’m building on the framework Phil Treagus introduced last week and showing how we can bring those ideas to life in your social care strategy. From emotional insight to pattern recognition to cross-…

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The CEO Who Cloned Herself To Run The Company — Michelle Gilmore (Juno leading AI research platform) 43:07

2M ago43:07

43:07

Michelle Gilmore (CEO & Co-founder, Juno) built a digital twin of herself to scale her business. Juno conducts high-quality, qualitative interviews—turning Michelle's 20+ years, and 10,000+ research projects into an AI “listening engine.” We dive into how Juno runs real conversations at scale, why expertise-in-the-loop beats checkbox surveys, and h…

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190. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf (Replay) 29:02

2M ago29:02

29:02

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging se…

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Human-First Marketing in an AI World with Phil Treagus-Evans 34:18

2M ago34:18

34:18

If you’ve ever felt that traditional marketing personas just don’t capture the real human behind the data, you’re in for a treat. In this episode, I’m joined by Phil Treagus-Evans. He’s an entrepreneur, writer, and co-founder/CEO of Giraffe Social, here to talk about why he believes personas are flawed, why funnels are outdated, and how his Empath …

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Stop Using Spam Cannons The B2B Playbook That 5×’d Replies w/ Serena Lam 49:50

2M ago49:50

49:50

From IBM strategist to startup founder, Serena Lam is building Fuzzy AI to reshape B2B sales with hyper-personalized outreach. In this candid conversation, she shares her founder journey, lessons from building in AI, and where sales tech is heading next. 👉 Expect practical founder advice, the realities of building with limited resources, and insigh…

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189. Advancing Customer Experiences Through IT Alignment | Michael Buckham-White (Replay) 33:21

2M ago33:21

33:21

It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Informa…

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5 Steps to Build Your Social Engagement Strategy Without a Big Team: Care Chat 7:25

2M ago7:25

7:25

You don’t need five people to care about your customers on social, you just need a plan. In this Care Chat episode, I’m answering a question inspired by my recent interview with Ben from King Arthur Baking: How do you build an engagement team when you’re flying solo? I break down the 5-step system we use at B Squared Media to help brands create pro…

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Aussie AI (Reality Check): From POCs to Product—What Changed? w/ Sha-mayne Chan 42:54

2M ago42:54

42:54

In this episode of Digital Nexus, we sit down with Sha-mayne Chan, Co-founder of Friyay and Wakey Wakey Sales, to unpack how AI is reshaping startups, SMEs, and big business in Australia. We cover: 🚀 How startups can now build products without a tech co-founder 📱 The story behind Wakey Wakey, an AI SMS sales assistant helping small businesses scale…

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188. How to Drive Strategic Growth with Customer Journey Orchestration | Bill Staikos 37:09

2M ago37:09

37:09

Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos…

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How to Scale Social Engagement with a Tiny Team and a Big Heart 9:20

3M ago9:20

9:20

Let’s bust a myth: You do not need a big team to deliver amazing social care. In this episode, I’m spotlighting how small but mighty teams—like King Arthur Baking Company’s three-person social squad—are showing up more consistently (and with more heart) than brands with twice the headcount. I break down how to scale real, heartfelt digital engageme…

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187. Why the 9-9-6 Workweek Trend in AI and Tech Demands Leader Attention Now | Stacy Sherman 13:27

3M ago13:27

13:27

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman …

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Why Relatable, Messy Content Wins the UGC Game 7:22

3M ago7:22

7:22

If you’re still chasing perfect social media content, it’s time to rethink your UGC strategy. In this episode, I break down why messy is beautiful—and why your next best-performing content might be lopsided, amateur, and absolutely relatable. I share insights from my chat with Ben Rapson of King Arthur Baking about how their community thrives on im…

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186. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly (Replay) 19:12

3M ago19:12

19:12

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdat…

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Inside King Arthur Baking’s Customer Experience Playbook 31:13

3M ago31:13

31:13

What do a digital engagement pro and a 200-year-old flour company have in common? Turns out, a lot. In this episode of the Social Media CX Podcast, I chat with Ben Rapson, the mastermind behind King Arthur Baking’s award-winning social strategy. We dig into why King Arthur focuses on delivering "knowledge and inspiration" on social, rather than sel…

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185. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman (Replay) 29:03

3M ago29:03

29:03

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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Care Chat: The Glow Framework for Surprise & Delight 9:17

3M ago9:17

9:17

In this week’s Care Chat, I’m answering a listener question about one of my favorite CX tools—surprise and delight. Specifically, can it actually be measured? Spoiler: YES. And in this episode, I show you exactly how. I walk you through our GLOW framework (Give, Listen, Observe, Win) and how to use it to create moments that actually matter to your …

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When Your DMs Become a Disaster: How to Prevent a Social Media Meltdown 5:52

4M ago5:52

5:52

What do your DMs look like when your team is offline? In this week’s CX Hot Take, I’m breaking down what I call the fireworks moment: When your inbox explodes, your mentions go wild, and you’re left scrambling during a holiday or weekend. Sound familiar? I’m sharing a real story from Jill Sammons at BCU and unpacking the most common social care gap…

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184. The Science of Loyalty: Measuring Trust in Customer Relationships | Joe Folkman (Replay) 34:06

4M ago34:06

34:06

Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings.…

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Why Every Brand Needs a “Nick” (and How to Find Yours) 3:56

4M ago3:56

3:56

Who’s your brand’s “Nick”? In this quick mini drop, I’m revisiting a powerful moment from my convo with Jill Sammons, VP of Brand at BCU. She shared how one unexpected advocate kept showing up—and how BCU turned that moment into a movement. This story will shift how you think about loyalty, advocacy, and social listening. If you're not identifying …

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183. The Best of Seth Godin on Doing CX Right®‬ 14:53

4M ago14:53

14:53

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal wh…

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Where Empathy Meets Process: Turning Social Care into a Competitive Advantage 5:39

4M ago5:39

5:39

In this episode, I’m unpacking a big CX truth: empathy without process is chaos. But process without empathy? That’s just cruelty. I share how empathy and structure together unlock scalable social care—including a story from my twenties (yes, there’s beer involved) and how we helped Brother International cut response time by 3,791%. You’ll also hea…

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182. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb (Replay) 31:46

4M 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…

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Social Media Care as a Retention Engine (Feat. Jill Sammons) 32:30

4M ago32:30

32:30

We’re pulling back the curtain on what real social care looks like in action. My guest is the brilliant Jill Sammons, SVP of Marketing, Well-being & Wealth Advisory at BCU, and yes—a longtime client of ours. This conversation is packed with truth bombs about empathy, internal alignment, and how one fireworks-worthy moment completely shifted the way…

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181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough 29:53

4M ago29:53

29:53

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer…

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How to Turn Social Replies Into Emotional Loyalty Drivers 8:06

4M ago8:06

8:06

Most brands chase customer loyalty with clever copy, fast replies, or AI shortcuts. But let’s be real, if your customers don’t feel anything when they engage with you, you’re 100% replaceable. In this Care Chat, I’m answering 5 of the most common questions I get about how to build emotional payoff into your social care strategy. We’re talking perso…

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180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman 35:20

5M ago35:20

35:20

What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why…

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Beyond the Like: Building Brand Affinity on Social Media 8:52

5M ago8:52

8:52

If your social post gets a like, cool. But if it makes someone think, “This brand gets me,” now we’re talking emotional loyalty. In this episode, I walk through Christina Garnett’s Brand Affinity Ladder and how to actually use it to write better social content. We’re moving beyond vanity metrics and into identity alignment—because that’s what keeps…

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179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay) 31:15

5M ago31:15

31:15

Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mi…

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Stop Sounding Like a Bot: Use Your DMs to Build Emotional Loyalty 8:31

5M ago8:31

8:31

Your customer doesn’t need a faster reply, they need a real one. In this episode, I’m breaking down exactly how to use your brand's social media replies to build trust, not just close tickets. You’ll learn the A Cubed method—Acknowledge, Align, Assure—which we use at B Squared Media to turn basic replies into emotional loyalty builders. I’ll walk y…