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Doing Customer Experience Right with Stacy Sherman
The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you'll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business. Language: en-us Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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199. Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment
Episode 199
Monday, 17 November, 2025
(Episode Previously Recorded LIVE & IN-PERSON) What's it like to be your customer? What if that customer can't hear? When support systems are built only on spoken instructions and sound prompts, they fail customers immediately. This systemic barrier exists across the entire customer journey, preventing critical tasks like changing a flight itinerary or correcting a fraudulent charge. This failure generates costly, repeated struggles for help, driving up operational costs and causing the loss of a valuable customer segment. Accessible customer experience is a required business standard, not a siloed department. You have far more customers with different abilities than you realize, and you are missing their business because the existing experience creates a massive, unnecessary barrier. As Craig Radford notes, current systems make "being deaf a full-time job." Stacy Sherman talks to both Vannessa LeBoss and Craig Radford (who is deaf) of 360 Direct Access about converting accessibility across the entire experience into a measurable business advantage. From listening to this episode, you will learn how to: Decrease call time by 42%: Implement direct, video-based ASL support to lower operational expenses and time. Capture a $3 trillion market: Build loyalty by creating truly equitable experiences for the deaf community. Prevent errors: Use AI for sign language recognition to accurately capture critical data and stop costly mistakes. Fix process flaws: Recognize that ASL is a visual language entirely distinct from English, preventing customers from being trapped in automated menu loops. Manage risk: Ensure compliance with accessibility requirements (ADA, etc.). Listen now and change how you think and DO CX RIGHT. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.
