In a recent LinkedIn post, Stacy Sherman, MBA. CSP® addresses the disconnect many companies experience between claiming to prioritize customer experience (CX) and the reality of losing customers and top talent. She offers proven solutions, accessible through her LinkedIn Learning courses, to bridge this gap.
Sherman highlights a common paradox in the business world:
“So many companies claim to be focused on customer experience. Yet, they are losing customers & top talent fast, and they don’t know why.”
This observation sets the stage for her core argument: effective customer experience strategies must begin with the internal team, specifically focusing on Agent Experience (AX).
The Crucial Link Between Agent Experience and Customer Loyalty
Sherman emphasizes that the foundation of superior customer experience lies in how well companies treat and empower their frontline teams. In her first LinkedIn Learning course, she details how improving Agent Experience directly translates to increased customer loyalty.
As Sherman, MBA. CSP® notes, this principle is not limited to specific industries or roles:
“This one applies to every frontline team.”
This suggests that regardless of whether a company’s frontline interacts with customers via phone, chat, or in-person, investing in the well-being and capabilities of these employees is paramount. Her approach offers practical, actionable insights for businesses struggling with customer retention and employee turnover.
Navigating the AI Era with Enhanced Customer Connections
Beyond internal focus, Sherman also addresses the evolving landscape of customer engagement, particularly in the context of artificial intelligence. Her second LinkedIn Learning course, “Connecting with Customers Across Channels: Build Loyalty and Stand Out in the AI Era,” tackles this challenge head-on.
Sherman, MBA. CSP® argues that even as AI becomes more prevalent, the human element of customer interaction remains critical for building lasting loyalty and differentiation. The course aims to equip professionals with strategies to connect authentically with customers across various channels, ensuring that their brand stands out in an increasingly automated world.
Personalization and Professional Expertise
Sherman underscores the importance of tailored solutions. She points out that while online courses provide foundational knowledge, applying these principles effectively requires customization.
“A course teaches the principles. A keynote or workshop applies them to your company.”
She extends an invitation for personalized sessions, emphasizing her commitment to adapting her expertise to the specific needs of client audiences and teams. Sherman also proudly mentions her recent attainment of the Certified Speaking Professional (CSP®) designation from the National Speakers Association, an honor held by a small percentage of professional speakers globally, signifying a proven track record of excellence and impact.
Her call to action is direct: “Let’s talk. Message me.” This encourages businesses seeking to improve their customer and agent experiences to engage directly with her for consultations and speaking engagements.
📝 About This Content
This article is based on insights shared by Stacy Sherman, MBA. CSP® on LinkedIn.
📅 Originally posted on June 24, 2026 | View original post on LinkedIn →