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Double Click on That: Drilling into Customer Experiences with Stephanie Shaffer

Double Click on That: Drilling into Customer Experiences with Stephanie Shaffer

Speechless: Lessons From the Frontlines of Customer Experience
• 27 min
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In episode 5 of Speechless, host Matthew Storm is joined by CX analyst and industry fixer Stephanie Shaffer for a deep dive into what’s really happening beneath the surface of today’s customer journeys. Together, they “double click” on the moments most brands overlook; frontline friction, broken feedback loops, misleading metrics, and the gap between CX strategy and reality. You’ll hear why agents already have the answers, how AI should support (not replace) human connection, and what it takes to turn insight into action. If you want to move past surface-level CX and understand what actually drives loyalty, trust, and memorable experiences, this episode is worth a listen.