Double Click on That: Drilling into Customer Experiences

Customer experience leaders talk a lot about insights, metrics, and transformation, but what happens when you actually double click into the experience? 

In episode 5 of Speechless, host Matthew Storm is joined by CX analyst and longtime industry expert Stephanie Shaffer for a candid, practical conversation about what’s really driving customer experiences today and why so many CX initiatives fall short. 

Stephanie has spent decades working across industries like banking, insurance, and biotech, often brought in to “fix” CX and analytics programs that look good on paper but fail to deliver real insight or action.  

In this episode, she and Matt drill into the disconnect between leadership strategy and frontline reality, and why employees closest to the customer often already know what’s broken but aren’t empowered to fix it. 

You’ll hear them double click on: 

• Why CX breaks down when decisions are made too far from the frontline 

• How psychological safety impacts both employee performance and customer outcomes 

• The difference between vanity metrics and the metrics that actually matter 

• Where AI adds real value and why it must support human empathy, not replace it 

• Real-world “speechless” moments that highlight how small details shape lasting impressions 

This episode isn’t about chasing the latest CX buzzword. It’s about going deeper: simplifying what’s overcomplicated, listening where it counts, and designing experiences that work for both customers and employees. 

If you’re looking to move beyond surface-level CX reporting and start driving meaningful, measurable improvements, this conversation will give you plenty to double click on. 

Listen below, or on Spotify or Apple Podcasts.