In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. If you’d like to provide feedback on the show, please fill out our survey here.  If you’d like to learn more about Stacy, you can find her on LinkedIn.