When you sit down with Stacy Sherman, it’s impossible not to feel energized. Her passion for customer experience is magnetic, her insights are powerful, and her story is rooted in resilience, legacy, and bold choices – moxie!

In a recent episode of Hello Moxie, we recorded on the road in Lambertville, NJ, where Stacy opened up about her path from corporate leader to entrepreneur, why community matters, and the lessons she learned from her grandmother and mother — two trailblazing women in finance who taught her to speak up, even when the world told her to stay quiet.

“You don’t tell my mom she can’t do something,” Stacy said with a smile. “And if you do, she’ll show you that she can — and she’ll do it ten times better.” – Stacy Sherman

That grit clearly runs in the family.

A Legacy of Audacity

Stacy’s professional journey began in marketing, eventually expanding into customer experience — long before CX was its own discipline. At one point, a boss handed her the responsibility for CX with zero instructions. “He said, ‘Go figure it out,’ and I remember feeling so frustrated,” she admitted. “But that moment changed everything. It taught me to lead without a manual.”

Now, Stacy runs her own consultancy, Doing CX Right, speaks on stages around the world, teaches courses on LinkedIn Learning, and hosts her own podcast. But what grounds her work isn’t just expertise — it’s empathy.

“Customer experience isn’t about metrics and surveys. It’s about how you make people feel,” she said. “Whether it’s your customer or your colleague — experiences are what set brands apart.” – Stacy Sherman

Speak Up — But Know When

One of the most powerful threads throughout our conversation was the idea of knowing when to speak up — a skill Stacy believes is essential for women navigating corporate life.

“Speak up, but know when,” she advised. “That comes from listening, observing body language, and understanding the room. If you’re not being received well, maybe you’re in the wrong room.” – Stacy Sherman

Stacy emphasized that emotional intelligence is just as critical as technical skill, especially in high-stakes environments. And she’s learned this the hard way — from being told to “slow down” while also being pushed to drive massive change.

“Some places said, ‘Stacy, you’re moving too fast.’ Others said, ‘Let’s go!’ And I’d be stuck dancing between the two,” she recalled. “It was confusing, but it taught me to read people quickly.” – Stacy Sherman

The Power of Passion Projects

Perhaps one of the most actionable takeaways from our conversation was how Stacy built her brand while still in the corporate world. She started writing a blog — Doing CX Right — simply because she felt called to do it.

“I had no idea why I was doing it at first. I just felt pulled to write,” she said. “That blog turned into a podcast, and now it’s a book and a business.” – Stacy Sherman

Her advice to others? Follow that pull — even if you’re not sure where it leads. “If you don’t know what your passion is, ask yourself: What do people come to you for? That’s your starting point.”

Moxie in the Face of Resistance

Stacy’s story also revealed some painful truths about women in leadership — especially in environments where vulnerability isn’t always safe.

“In all my years in corporate, I had very few great female bosses,” she said. “That’s hard to admit. But many women feel like they have to fight for the few seats at the table, and that doesn’t create a culture of support.” – Stacy Sherman

She believes the shift begins with both men and women working together to normalize vulnerability and mutual support — and creating workplaces where women don’t have to trade authenticity for acceptance.

“The goal is to stop saying ‘female leader’ or ‘male leader’ and just say ‘leader,’” she said. – Stacy Sherman

What Great CX Looks Like

Of course, we couldn’t talk to Stacy without asking for her favorite customer experience story — and she delivered. Her top pick? Trader Joe’s.

“They walk you to the product. They’ll open a bag of chips so you can try it. One time, during a rainstorm, the cashier offered me her umbrella and walked me to my car,” she shared. “That’s what empowerment looks like — she didn’t have to ask a manager. She just acted.” – Stacy Sherman

Stacy points to leadership culture and trust as the backbone of great customer experience. “When your people feel safe to care, your customers feel it too.”

Final Words of Wisdom

As the episode wrapped, Stacy left us with a reminder that the next generation is watching.

“My mom didn’t just tell me to be bold — she lived it. And now I try to do the same for my kids. We pass it down through our actions.” – Stacy Sherman

That’s moxie in motion.

If you want more of Stacy’s insights (and trust us, you do), visit her at www.doingcxright.com, listen to the Doing CX Right podcast, or explore her LinkedIn Learning courses. Her upcoming book is set to launch next month — and it’s one you won’t want to miss.