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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: January, 2023
Jan 31, 2023

To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams. 

 

Diane O’Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting customer data, analyzing operational data, and working with business units to find the biggest opportunities to deliver a top-tier customer experience.


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

Jan 24, 2023

Most customers don’t come into the car buying process knowing exactly what they want. In fact, many customers find the experience overwhelming and nerve-wracking.

 

Easing those fears and delivering a personalized and convenient experience starts with knowing where customers are on their journey.

 

That’s where detailed customer journey mapping comes in to help brands understand the unique needs of their customers and provide relevant, empathetic service. Beth Mach, Chief Consumer Officer at TrueCar Inc., says it’s crucial to understand the highs and lows of the entire customer experience.


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

Jan 17, 2023

Cybersecurity and fraud have long been a part of the modern online experience. Every time a customer interacts or transacts with a brand online, they share sensitive data that has the potential to fall into the wrong hands.

But the last few years have taken fraud to the next level, meaning that every company needs to prioritize protecting their customers.


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

Jan 10, 2023

The customer of the future is here. Is your company ready?

The last few years have caused consumers to re-evaluate their purpose and what they value in life. With new priorities, many customers are changing brands and thinking differently about their relationships with brands. 

Customer experience is a decision everyone in your company needs to make every day. When you invest in making your customers’ lives easier and better, you set your company up for long-term success and loyalty.

Creating a customer-centric mindset means deciding every day to put customers first. There are four ways to do that, which follow my WAYS framework.

 


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

Jan 3, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. But when a founder-CEO who has the vision leaves the company and passes it on to an accountant - that loss of vision can hurt the company. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision - and it has culminated in a very public PR nightmare.

 


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

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