Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a customer-centric culture offer a roadmap for customer experience leaders.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances.

Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of rewards programs in creating memorable customer experiences.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries.

William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley's early days to the current era.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The secondhand market is booming, fueled by consumer shifts towards sustainability and value.  With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market.

ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs.

Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs. 

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. 

Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend.

Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success.

Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate.

Professor Stefano Puntoni, a leading marketing and AI expert at Wharton shared his insights on the impact of generative AI on CX during a recent podcast interview. 

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience.

Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company's approach to customer experience and how they are leveraging AI to improve it. AutoCar Trucks, a manufacturer of heavy-duty vocational trucks, takes a unique approach by selling directly to consumers, giving them more control over the buying process and fostering closer relationships.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave.

Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Volkswagen Australia, Zappos, and Whirlpool.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world.

Bridging the gap between viewers and brands, Sarah Monahan, U.S. Head of Verticals at Roku, reimagines how streaming ads can shape a whole new customer journey.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

In a saturated market, customer experience transcends price and product: it's the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for customer experience (CX) practitioners.

Steven Van Belleghem is a CX influencer, and he’s worked with leading companies like Disney, Mercedes, Heineken, and Booking.com. Immersed in customer-centricity thanks to his family's photography store, Steven learned the transformative power of genuine connection.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

As technology reshapes how we live and work, our expectations for banking are changing too. Convenience and personalization are becoming the new normal. JPMorgan Chase is injecting a dose of digital delight, with Chief Design Officer Kaaren Hanson mapping out and curating the digital customer experience for Chase customers.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail industry is changing and how brands can create a better experience for their customers. She talks about the importance of storytelling, personalization, and technology in creating a memorable retail experience.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

On this week's episode of The Modern Customer Podcast, Donna Drehmann, who has held customer service leadership roles at companies such as Postmates, Asurion, and TikTok, discusses the pivotal role of managing controllable elements such as training and quality assurance (QA) in contact centers.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.