Stacy Sherman

Stacy Sherman is a sought-after instructor and content strategist with a proven track record in transforming customer experience and workforce engagement into measurable business success. She empowers business leaders with actionable strategies to overcome challenges, reduce costs, and elevate brand loyalty. By combining deep industry expertise with practical insights, Stacy delivers high-impact learning experiences that drive results, making her the ideal partner for organizations ready to… Show more

Stacy Sherman is a sought-after instructor and content strategist with a proven track record in transforming customer experience and workforce engagement into measurable business success. She empowers business leaders with actionable strategies to overcome challenges, reduce costs, and elevate brand loyalty. By combining deep industry expertise with practical insights, Stacy delivers high-impact learning experiences that drive results, making her the ideal partner for organizations ready to achieve excellence through innovation and execution. Show less

Co-launched a purpose-built community to support customer (CX) and employee (EX) experience professionals in creating a meaningful, measurable impact. Bringing 25 years of experience as a CX practitioner to lead masterminds, coaching, peer exchanges, and training that transform insight into action — generating real momentum for individuals, teams, and the organizations they serve.

Continuing to grow membership and design a high-impact member experience that fosters lasting… Show more

Co-launched a purpose-built community to support customer (CX) and employee (EX) experience professionals in creating a meaningful, measurable impact. Bringing 25 years of experience as a CX practitioner to lead masterminds, coaching, peer exchanges, and training that transform insight into action — generating real momentum for individuals, teams, and the organizations they serve.

Continuing to grow membership and design a high-impact member experience that fosters lasting transformation, both professionally and personally. Show less

Set vision, lead, mentor, and coach teams in developing and executing marketing and customer-centric strategies that elevate brand awareness, sales growth, client retention, and agents’ success. Efforts contributed to Liveops winning 5 industry awards and 3-time finalists.

Responsibilities include:
•Partnering with cross-functional departments to drive the adoption of customer service best practices, measurements, governance, and communication consistency.
•Overseeing social… Show more

Set vision, lead, mentor, and coach teams in developing and executing marketing and customer-centric strategies that elevate brand awareness, sales growth, client retention, and agents’ success. Efforts contributed to Liveops winning 5 industry awards and 3-time finalists.

Responsibilities include:
•Partnering with cross-functional departments to drive the adoption of customer service best practices, measurements, governance, and communication consistency.
•Overseeing social media, search, and influencer marketing resulting in higher click rates and quality client leads within budget.
•Informing profitable business decisions leveraging multi-sources of feedback, including new advisory boards, sentiment surveys, Liveops Nation community, chat, social, and partner relationships i.e., Gartner, Forrester.
• Leading company Purpose Committee focused on improving agent, customer, and employee lives. Measure outcomes, drive accountability, and deliver on brand promise as a competitive differentiator.
•Increasing agent engagement through collaborACTION via training, gamification, roadshows, lunch and learns webinars, and onboarding initiatives resulting in milestone customer service metrics.
• Leading user testing and messaging strategy for website redesign leveraging new buyer journeys and brand positioning.
• Writing educational blog articles, creating campaign videos, and managing event sponsorships. Includes speaking at multiple conferences and lead generation via a peer-to-peer approach. Show less

Transform traditional global engineering company into a customer-centric organization fueled by engaged and valued employees. Lead digital initiatives and inspire teams to establish and embrace a customer-first mentality, contributing to record-breaking 6%+ year-over-year NPS results and $2.4B in growth and portfolio protection; hire, manage, train, coach team to deploy best practices in partnership with 60 field offices and cross-functional HQ staff. Gain competitive advantage by obtaining and… Show more

Transform traditional global engineering company into a customer-centric organization fueled by engaged and valued employees. Lead digital initiatives and inspire teams to establish and embrace a customer-first mentality, contributing to record-breaking 6%+ year-over-year NPS results and $2.4B in growth and portfolio protection; hire, manage, train, coach team to deploy best practices in partnership with 60 field offices and cross-functional HQ staff. Gain competitive advantage by obtaining and applying customer / user feedback to inform product, market messages, website, and pricing decisions based on an “outside-in” approach. 

Accomplishments include:
* Secure buy-in and launch innovative initiatives such as ‘CX Day/Week’ to celebrate employees and customers that now serve as a corporate-wide global campaign and tradition. 
* Increase cash flow by $3.5M through the deployment of targeted content creation and ‘promoter activation’ programs. Accelerate payment of overdue invoices and conversion to new ePay platform. 

* Recruit and oversee agents responsible for completing 10k+ high-quality customer surveys (transactional and relationship). Entails empathy training, automating processes, optimizing questions, driving closed-loop compliance and efficiency. 

* Reduce detractor rate 5 points by launching personalized SMS text alerts informing customers of repair status. 

* Elevate CX team internal Net Promoter Rating (iNPS) by +6 points despite global pandemic challenges. 

* Nominated for and graduate from women’s leadership program; mentor new cohort of women leaders. Show less

Led all aspects of digital marketing and customer experience for Wilton's craft division (EK Success). Oversaw strategy to day-to-day execution of projects to achieve awareness, traffic, sales, and retention goals for 13 CPG brands such as Martha Stewart, Perler Beads, American Girl Crafts. Tripled social media fan base through executing engaging daily content, hot deals, contests, and sweepstakes. Deployed first mobile app with eCommerce capability. Increased sales conversion rates 4% year… Show more

Led all aspects of digital marketing and customer experience for Wilton's craft division (EK Success). Oversaw strategy to day-to-day execution of projects to achieve awareness, traffic, sales, and retention goals for 13 CPG brands such as Martha Stewart, Perler Beads, American Girl Crafts. Tripled social media fan base through executing engaging daily content, hot deals, contests, and sweepstakes. Deployed first mobile app with eCommerce capability. Increased sales conversion rates 4% year over year. Managed employee engagement & inclusion initiatives to drive a customer-first culture. Show less

Hired, trained & mentored marketing and customer experience team in support of building the company’s in-house digital agency. Led profitable campaigns (email, search, display, social media, video) from kick-off to execution. Doubled sales & produced thousands of leads for salesforce closure. Tripled team resources (headcount and budget) within the first year of establishing a new team based on proven results.

(Formerly DigitalGrit). Established B2B and B2C client marketing strategy plus managed the flawless execution of 50 profitable search marketing (SEM / SEO) campaigns within budget. Secured $2M agency recurring revenue and long-term contract renewals from largest accounts (ADP, Amgen+) having delivered client sales goals and achieved relationship growth. Led stakeholder creative reviews & consolidated feedback ensuring on-time launches.

Acquired 3-year client term plan, securing $50M revenue commitment. Retained 1.5M WorldNet dial-up subscriber base, and successfully migrated customers to digital solutions. Managed 60 mass media launches, increasing market share 20%. Launched CRM campaigns, resulting in 13% response rate vs. 4-5% objective.