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Diversity and Inclusion Within the CX Featuring Stacy Sherman

How diversity and inclusion impact the customer experience and what practices to adopt.

Shep Hyken interviews Stacy Sherman, Founder of Doing CX Right and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. They discuss diversity and inclusion and how it links to the customer experience.

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Top Takeaways:

  •  Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. Good practices around diversity and inclusion should happen every day.
  • Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity.
  • It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion.
  • Businesses need to get feedback from a variety of customers.
  • Allow a diverse group of employee’s voices to be heard.
  • Keep diversity and inclusion in mind when dealing with employees as well as customers.
  • As a leader when a difficult decision comes up, what’s most important is how you adapt and handle the situation.
  • Be a strong leader and address issues of diversity within your team head-on.


“Even if you’re in the back office supporting fellow employees or you’re supporting the server who brings the dish out the guest, you matter, and you have a CX job.” -Stacy

“Whether you’re male or female don’t care teamwork makes it happen.” -Stacy

“Increase your empathy. Walk around every day more empathetic because you’ll see things that you wouldn’t have seen before.” -Stacy


Stacy Sherman: Customer Experience (CX) pioneer, known for humanizing business, leading with a heart, and DoingCXRight® not just talking about it.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

      1. Why do diversity and inclusion matter?
      2. How do diversity and inclusion relate to the CX?
      3. What do you do when you see (bullying, rudeness, or insensitivity) in the workplace?
      4. When do you step in when a difficult situation arises?
      5. How do you protect employees from racist or other difficult encounters?
      6. At what point do you say my employees are more important than a sale?

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