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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: July, 2024
Mastering Customer Journey Mapping for Better Business Outcomes 0
Jul 30, 2024

Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importance of communication.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Mastercard's Winning Formula: How a Customer-Centric Approach Drives Success in FinTech 0
Jul 23, 2024

This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service.

With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural shifts that create loyal customers and fuel business growth. Discover the strategies that have made Mastercard a global leader in customer satisfaction, and learn how to apply them to your organization. 

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Enhancing Customer Experience with AI in Contact Centers 0
Jul 16, 2024

Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers.

With 500,000 employees globally, Teleperformance is implementing AI to enhance customer service, address change management challenges, and improve productivity.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Big Bets for Big Wins: Leading Through Extreme Change and Digital Transformation 0
Jul 9, 2024

This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity. 

Rossman shares insights from top leaders like Jeff Bezos and John Legere, emphasizing the importance of creating clarity, maintaining velocity, and taking big, transformational bets for business success.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

New Book Out Today! The 8 Laws Of Customer-Focused Leadership 0
Jul 2, 2024

TODAY’S THE DAY … My new book hits the shelves!

There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics.

I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer," is now available. The book explores eight themes, each with its own dedicated chapter.

To learn more about my new book please visit www.8CXLaws.com

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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