---
title: "The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty - The Intercom Blog"
description: "Customer expectations have never been higher, and the experience a business delivers can determine whether it wins or loses customers. Stacy Sherman, a CX author and speaker, joined The Ticket podcast to discuss her Doing CX Right framework for designing standout customer experiences. She emphasizes that companies must move from merely planning to taking action, and that walking in customers’ shoes to get the basics right is essential. Sherman advises validating every approach with real customers and ensuring internal teams feel valued to create a culture of customer excellence. She also recommends mapping the customer journey to identify where AI can enhance interactions and where the human touch should be preserved."
---

# The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty - The Intercom Blog

[Intercom](https://yomu.fyi/company/intercom) · Oct 5, 2026

**Type:** Explainer

## Summary

Customer expectations have never been higher, and the experience a business delivers can determine whether it wins or loses customers. Stacy Sherman, a CX author and speaker, joined The Ticket podcast to discuss her Doing CX Right framework for designing standout customer experiences. She emphasizes that companies must move from merely planning to taking action, and that walking in customers’ shoes to get the basics right is essential. Sherman advises validating every approach with real customers and ensuring internal teams feel valued to create a culture of customer excellence. She also recommends mapping the customer journey to identify where AI can enhance interactions and where the human touch should be preserved.

## Context

The post summarizes an episode of Intercom’s The Ticket podcast featuring CX expert Stacy Sherman, discussing her Doing CX Right framework for designing customer experiences that drive loyalty.

## Approach / What changed

Stacy Sherman’s Doing CX Right framework emphasizes moving from planning to action, validating customer approaches with real customers, building happy teams, creating a culture of customer excellence, and strategically using AI to enhance human interaction.

## Takeaways

- Moving from planning to action is critical for customer experience success because thinking and talking about CX alone will not achieve results.
- To design a customer journey, start by walking in customers’ shoes and making the experience simple, intuitive, and not frustrating.
- AI should enhance human interactions, not replace them; map the customer journey to decide where AI fits and where the human touch is needed.

## FAQ

### Why is validating customer experience with real customers important?

Validating with real customers helps spot gaps and ensures the experience meets real needs, rather than relying on assumptions.

### How does internal team culture affect customer experience?

Happy teams create happy customers, so companies should ensure teams feel valued, appreciated, and set up for success to deliver customer excellence.

### What is the right approach to using AI in customer experience?

AI should enhance the human experience, not replace it; companies should map customer journeys to decide where AI makes sense and where human touch is needed.

**Tags:** [AI](https://yomu.fyi/topic/ai), [Customer Experience](https://yomu.fyi/topic/customer-experience), [CX](https://yomu.fyi/topic/cx)

- Source: [Intercom](https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman)
- Source URL: https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman
- Ingested by Yomu: 2026-10-05T18:01:05.321Z

[Read original post](https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman)