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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: December, 2023
Dec 19, 2023

Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing? 

This is where customer experience (CX) emerges as the critical differentiator in retail. Martin Newman, with four decades of experience guiding consumer-facing giants like Harrods, Burberry and Ted Baker, delivers a stark reality: prioritizing cost reduction over the emotional and human aspects of the customer journey is unsustainable. 


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

Dec 12, 2023

In this week's episode of the Modern Customer Podcast, Isabella Villani, a renowned customer experience expert and author, illustrates how proactive analytics revolutionizes customer experience (CX).

Isabella begins by explaining how this innovative approach enables businesses to anticipate and effectively meet customer needs, thereby transforming the CX landscape. Using proactive analytics, companies gain insights into the customer's journey, allowing them to foresee specific inquiries or needs.


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

Dec 5, 2023

For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, stands out in this respect. She has redefined customer experience (CX) in the fintech world by centering it around financial confidence.

Wethman’s approach goes beyond just offering financial products. She aims to empower customers, particularly those with limited savings, to confidently navigate their financial journeys. This shift from traditional CX strategies to a focus on long-term financial well-being is a game-changer in the industry.


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

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