Fuel Your Business Success with Expert Resources
Unlock practical insights and tools to propel your business forward. Download our worksheets to gain the knowledge you need to succeed.
From an Award-Winning Customer Experience Expert & Trusted Advisor
Take the CX Culture Assessment Quiz
Identify your company’s CX strengths and improvement areas. Start now to elevate your customer experience.
Start Growing Now
Download worksheets with insights from an award-winning, trusted advisor to propel your business forward.
Customer Journey Mapping Toolkit
Transform your customer experience with our professional journey mapping template. This practical tool helps you visualize your customer’s entire journey, identify pain points, and uncover opportunities for improvement. Perfect for teams looking to better understand their customers’ experiences and create more meaningful interactions across all touchpoints. Includes step-by-step guidance on persona development, touchpoint identification, and emotional mapping.
CX Assessment Audit Tool
Evaluate your organization’s CX maturity with our comprehensive self-assessment tool. This diagnostic framework helps you identify strengths and gaps in your current CX approach, enabling you to prioritize improvements and align your strategy with industry best practices. An essential resource for teams wanting to benchmark their CX capabilities and create a roadmap for enhancement.
CX Certification & University Programs Guide
Accelerate your CX career with university-backed certification programs. This guide outlines available certifications from prestigious institutions, including flexible online options and comprehensive curricula covering journey mapping, measurement, and culture building. Features exclusive access to special tuition discounts and insights on choosing the right program for your career goals. Contact is included for promotional codes and personalized guidance.
CX Career Growth Guide: From Novice to Expert
A comprehensive guide for CX professionals at any stage of their journey. Learn proven strategies to advance your career, including how to leverage LinkedIn Learning, find mentors, build your resource library, and get certified. Whether you’re new to CX or looking to elevate your existing skills, this guide provides actionable steps to help you succeed in customer experience management.
Master the Art of Experience Journey Management
Why do customers leave or stay with brands? It’s not just about superior products or services, AI-driven features, or increased marketing. Retention hinges on seamless, trustworthy, and efficient interactions across every touchpoint. Too often, companies focus on quick fixes rather than the broader customer experience, leading to disjointed efforts, frustrated customers, and stalled growth.
This book revolutionizes Experience Journey Management (EJM) by teaching you to manage the entire experience—from start to finish—across channels and departments. Journey mapping is just the start. You’ll learn how to create human-centered, cohesive journeys that build loyalty and sustainable success. With actionable strategies, frameworks, and resources, this guide enables your organization to deliver experiences customers love.
Our Blogs
Still Measuring Customer Satisfaction? That Might Be the Problem
Why are brands still measuring customer satisfaction? It once made sense—but does it now? Explore what this metric is missing & why it matters.
Why CX Is A Smart Investment: New Research Proves Its ROI Value
Access transformational research and discover how to leverage it to boost ROI and gain executive buy-in for your customer experience (CX) strategy.
8 Customer Experience Lessons That Will Transform Your Business in 2025
Struggling to retain loyal customers despite new products and tech investments? Discover 8 powerful CX lessons from 2024 to transform your customer relationships and boost retention in 2025.
Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin
Is "Customer Service Free"? What does this mean and how can it transform your brand? Read Stacy Sherman and Seth Godin's conversation.
Customer Experience Role Making An Impact? These 3 Signs Say Yes
Read Stacy Sherman's article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance.
Cultivating Confident Customer Service Teams with AI Simulation
Learn proven strategies to boost your workforce confidence and customer success by leveraging the power of AI simulation. Read Stacy Sherman's new article now.
Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive
Do you know the difference between burnout & disengagement? Learn how to identify, reconnect, and thrive for success in work and life.
Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations
The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust.
How To Build and Maintain A Successful Online Community That Enhances Customer Experiences
There're many benefits to hosting an online community. Learn & apply Stacy Sherman's proven tactics to improve business results & enhance customer experiences.
Overcoming Resistance to Change: Why It’s Important and How to Do It
Resistance to change is natural, but doesn't have to be a roadblock to success. Read & apply 5 leadership tips to achieve better outcomes in 2023.
Lets Grow Your Business
Take the CX Culture Assessment Quiz
Identify your company’s CX strengths and improvement areas. Start now to elevate your customer experience.
LET’S TALK
Advance your CX leadership skills & transform your brand.