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The Modern Customer Podcast

Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
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The Modern Customer Podcast
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Now displaying: Page 1
Aug 4, 2015

Fragmented customer experiences have made it challenging for customer experience professionals looking to leverage big data. Have you ever bought a pair of shoes online and then it follows you for a few months? This is the challenge with personalization today. Personalization hasn’t delivered relevance and hasn’t given us a different approach. What’s supposed to be personalized is still mass marketing; and with that mass customer experiences. According to Lisa Arthur, CMO of Teradata Applications personalization is not making the cut. Social media has forever changed the customer-company relationship. Many companies today lack a customer experience strategy. Companies today need to tear down siloes and untangle that data hairball—for the sake of customer experience. That means departments working collaboratively with their sister organizations—consolidating different data pieces. Customer service will need IT, and the rest of the company. In this podcast we not only address the plight of modern day customer service but we also talk about how recent data breaches (think Ashley Madison) have changed attitudes about privacy.   

 

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