Most companies react to complaints after the damage is done. The smartest ones? They predict and prevent issues before they escalate—and AI is making it possible.

In this episode, Stacy Sherman and Sid Banerjee, Medallia’s Chief Strategy Officer, reveal how predictive customer experience transforms CX. Learn how AI detects early warning signs, resolves hidden issues before they impact customers, and helps businesses maximize customer lifetime value and increase customer loyalty. Plus, discover why traditional CX metrics fall short and how automation is reshaping business success.

Stop fixing. Start predicting. Because great experiences aren’t reactive—they’re anticipated.

📌 Show Topics with Timestamps:
[3:05] Why businesses miss early customer warning signs
[7:38] AI’s role in predictive customer experience
[11:55] The limits of traditional CX metrics
[16:10] How AI enhances customer loyalty & retention
[20:45] Case study: AI preventing customer churn
[25:20] CX automation vs. human-led service
[29:45] Leadership strategies for proactive CX
[33:35] Future of AI in CX—what’s next?
[36:55] Advice to CX leaders: Take action now

Join Stacy Sherman at Medallia Experience ’25 to connect with top brands and industry leaders, gain cutting-edge CX strategies, and drive measurable impact. Learn more and register here.
🔗 www.medallia.com/experience/overview/

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Do you want to know if your customer experience creates loyal advocates who genuinely love your brand? Are your employees inspired to champion your mission as others in your industry view you as the gold standard they strive to reach?
Take FREE CX Assessment:
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ABOUT DOING CX RIGHT: Join CX expert Stacy Sherman every week for actionable strategies to maximize customer lifetime value and increase customer loyalty. Subscribe for practical insights from industry leaders on building customer-centric organizations.

ABOUT STACY SHERMAN:
A professional speaker, advisor, and founder of Doing CX Right® consultancy, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping, Customer Service and UX, she provides a proven, research-backed framework that drives real business impact. She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences.

Links:
Website: www.DoingCXRight.com
LinkedIn: www.linkedin.com/in/stacysherman
Twitter: twitter.com/stacysherman
Podcasts: www.DoingCXRight.com/podca