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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: November, 2023
Nov 28, 2023

How can the concept of "Unreasonable Hospitality" reshape the landscape of customer experience within the contact center?

In this podcast, Will Guidara, former co-owner of Eleven Madison Park and author of "Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect," shares impactful business insights. His insights into hospitality, leadership, and customer service provide valuable lessons for businesses seeking to enhance their customer experience and build a customer-focused culture.


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

Nov 21, 2023

How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their products above all else? These pressing questions guide our conversation with Colin Shaw.

With a career spanning decades, Colin Shaw, the founder and CEO of Beyond Philosophy, brings firsthand experience to the evolving world of customer experience. With seven best-selling books under his belt and recognition as a LinkedIn Top Voice and influencer in customer experience and marketing, he's a trailblazer in his field.

 


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

Nov 14, 2023

Building trust is a crucial aspect of any successful business, especially when it comes to the client experience. But how exactly can organizations foster trust, and what role does emotional safety play in this process?

One individual who has made significant strides in understanding the dynamics of trust is Charles Green. He has dedicated his career to understanding the dynamics of trust and how it influences various aspects of our lives. His insights, particularly through his work "The Trusted Advisor," have profoundly influenced the professional services landscape.


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

Nov 7, 2023

What's the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty.

In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreements play versus the Service Level Agreements that contact centers are generally managed by. By backing into contact center metrics - starting with the customer and the desired customer experience - the contact center can transform. 


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

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