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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: February, 2023
Feb 28, 2023

Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters?

Kasey Lobaugh, Chief Innovation Officer for Deloitte’s Consumer Industry, discusses 100 topics the six forces critical to navigating the next decade of change in retail.


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

 

Feb 21, 2023

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. 

The challenge, like many other companies, is knowing which metrics to prioritize and measure.

Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. It’s impossible to track and analyze every piece of data, so the company has to be strategic in its CX metrics. 


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

Feb 14, 2023

At the heart of customer experience is building relationships with our customers.

But the business side also means tracking those relationships and not lying about them. We can't expect to have a healthy and productive relationship with customers, employees, and investors if we aren't honest about what it's like for our customers.


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

Feb 7, 2023

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name.

That great experience doesn’t happen by accident and isn’t something the CEO takes for granted.


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

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