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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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Now displaying: October, 2022
Oct 25, 2022

Gaining a customer is one thing. Keeping them is something else. 

Chris Goossens, SVP of Customer Experience at FedEx Europe, says the key to success is not just to make a customer but to grow with the customer.

But growing with customers and keeping up with increasing demand and challenges can be expensive. Many companies shy away from innovation because they see it as cost-prohibitive. 

That doesn’t have to be the case. Goossens says that leveraging technology and data can help companies innovate without skyrocketing costs. 

Thanks to new technology, FedEx is delivering innovative customer experiences while still reducing the cost to serve. Goossens says innovation in technology innovation and big data allows the organization to scale and provide amazing service to every customer, no matter the size or value of their shipment.

*Sponsored by Calendly


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

Oct 18, 2022

AI affects every aspect of our lives, from romantic and personal relationships to finances, personal care, and employment.

But AI and automation also provide incredible opportunities to take your CX efforts to the next level and lead a wave of new technology.

Orly Lobel, author of The Equality Machine, says AI and automation can play a pivotal role in increasing equality and changing how people interact and manage all parts of their lives. 

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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here

Oct 11, 2022

When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn’t your first thought.

But Mint Mobile is on a mission to change the traditional model and buck industry trends in the name of better service and innovation.

Mint Mobile’s core mission is to provide affordable wireless service to customers. And one of the main ways it does that is with a unique direct-to-consumer model. While most other carriers have thousands of retail locations, Mint doesn’t have a single store. Aron North, Mint Mobile’s Chief Marketing Officer, says the company is always looking for the most efficient way to bring the product to customers and create an enhanced experience in a digital ecosystem.

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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here

Oct 4, 2022

Today’s customers demand personalized and convenient digital solutions. The challenge for brands comes when trying to provide a personalized digital experience at scale.

 

Bank of America is a leader in digital banking, largely because each of its 55 million digital clients has a unique and personalized experience. 

 

Ashley Ross, SVP, Consumer and Small Business Client Care Executive, says having a strong digital presence requires brands to stay close to the data.

 

Bank of America surveys clients in real-time right after they interact with the bank, either digitally, on the phone, or in a physical store. That information is funneled back to the teams that manage each product or process so they can stay in tune with how customers use the product. With more than 50 million responses, the feedback provides a view of the entire customer journey to find opportunities to grow and areas for improvement.  

 

But data doesn’t mean focusing on big data sets. Ross says the modern digital experience pivots away from massive data sets to provide personalized experiences. It’s more about using that data for each individual customer than for the entire group as a whole. Instead of looking at a single customer journey that applies to every customer, brands should view the holistic experience for each person based on their feedback and usage data. 

 

Banking is a high-stakes industry where people are emotionally connected to the outcome. Bank of America has 55 verified digital users who expect flawless execution and continual innovation. Ross says Bank of America underwent significant digital growth and changes during the pandemic, and that growth continues. Across all products and processes, teams work together to continually invest in and innovate the digital experience. Bank of America involves people from the product, digital, customer service, and other teams to stitch together the entire customer journey. They frame the experience not in isolation but by looking at what the client is trying to do and then building tools to meet those outcomes.

 

One reason for Bank of America’s digital success is the mission behind the technology. Instead of building digital tools to check a box, the company uses tools to further its mission of making clients’ financial lives better. It’s not just about performing transactions—it’s about helping customers improve their financial lives. That mindset frames all decisions to build innovative, convenient, and accessible digital financial tools.

 

No matter if you have hundreds of customers or millions, digital tools provide an opportunity to connect with them individually and provide personalized service. By staying close to data, keeping the customers in mind, and involving the entire company, you can become a digital leader. 

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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here

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