Unfiltered Customer Experience & AI Conversations Every Leader Needs To Hear | Stacy Sherman

Do you ever wonder what CX and contact center leaders talk about not only on stage, but also in the hallways, at the coffee stations, and in those quick moments you might not catch in real time?

Well, I’ve got it for you.

While I was speaking at a major industry event, ICMI, I also recorded unscripted conversations with smart people who are deep in today’s customer experience challenges. These discussions reveal what is on everyone’s mind right now and offer clear answers to questions many business leaders are asking.

You’ll hear:
✔️ How AI improves service when applied correctly and where it creates breakdowns for customers and teams
✔️ Why teams feel overloaded and what leaders can do immediately to reduce pressure and burnout
✔️ How a healthy speak up culture helps teams raise concerns, question decisions, and improve results
✔️ How accessibility gaps directly affect customers who rely on support and the simple steps that prevent costly failures
✔️ How companies decide when automation works and when people need to take the lead for a better experience
✔️ How silos slow progress and what leaders can do to gain buy-in across the organization
✔️ What leaders focus on to keep employees committed, confident, and performing at a high level

If you weren’t at the event, my recap gives you access to the conversations you would have wanted to hear.

If you were at ICMI, you'll still benefit from watching the video as reinforces the themes that kept coming up throughout the week.

Press play now and comment below. Tell me what resonates!

Got questions?
Contact me, Stacy Sherman @ https://DoingCXRight.com
Subscribe to my channel for more updates to boost success in 2026 and beyond.

Thank you to all the people in this video who shared their perspectives so openly with me including:
Nate Brown, Craig Radford, Matt Emerzian, Leslie O Flahavan, Kate Brouse, Dan Smitley, Michael Mattson, Sarah Caminiti, Luke Jamieson, Erica Marois, Zach Holbak, Bryant Richardson, Steve Copeland, Bob Furniss, Amas Tenumas, Vannessa LeBoss, Vicki Brackett

Thank you to my partner CX Accelerator community.
https://www.cxaccelerator.com/

#customerexperience #customerservice #customercare #contactcenter #employeeexperience #conferencespeaker #podcasthost