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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: May, 2023
May 30, 2023

Customers frequently read reviews from other customers, but how often do companies get involved? Customer reviews abound online but are often overlooked by brands. 

Liz Carter, CMO of experience management company Reputation, says customer reviews have incredible power.

This episode is sponsored by Reputation.


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

May 23, 2023

Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the customers, and quantitative data shares trackable metrics of customers’ actions and a brand’s performance.

But according to Jim Kalbach, author of The Jobs To Be Done Playbook, modern CX teams have an over-reliance on quantitative data, which can distract from building strong customer relationships.

 


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

 

May 16, 2023

Between stress from the pandemic and the economy, rude customers, and changing technology, many customer-facing employees are burnt out. Mental health is crucial to everyone’s well-being, especially frontline workers and contact center agents who face challenges and difficult conversations every day.

Amy Smith, Chief Impact Officer at TOMS, says we need to talk about our mental health like we would talk about a broken arm, cold, or sprained ankle.

 

This episode is sponsored by Thinkific.


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

May 9, 2023

How does a company founded in 1911 stay relevant and a leader in the tech space today? Continual evolution and a willingness to disrupt.

IBM has long been a leader in the technology industry because of its willingness to experiment and challenge the status quo. Chief Communications and Chief Marketing Officer Jonathan Adashek attributes that to staying on top of advancements and being willing to adapt and find creative solutions.

This episode is sponsored by IBM.


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

May 2, 2023

The biggest challenge for customer experience teams often isn’t learning new technology, staying on top of trends, or connecting with customers--it’s getting buy-in from executives and proving the ROI of their efforts.

Bryan Sanders, Head of CX, Market Research, Digital at AAA, recommends that customer experience practitioners take a unique approach: do CX on the leaders they’re trying to engage with. 


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

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