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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: January, 2025
Jan 28, 2025
 

This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results.

Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS landscape.

From balancing authenticity and professionalism to rethinking workflows for AI integration, this episode is packed with actionable insights.

🎧 Tune in now to learn how to elevate your customer success strategy and deliver better results for your clients!

Key Highlights for Easy Listening:

03:35 What Makes Customer Success Different from Customer Service

08:02 Rethinking Workflows: Guiding Customers to Unlock AI’s True Potential

08:51 Actionable Tips for Creating Engaging Content

11:55 Balancing Authenticity and Professionalism in Personal Branding

14:14 SaaS Predictions: What’s Ahead for CX and Tech Companies


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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here

Jan 21, 2025

This week on The Modern Customer Podcast, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share how she’s helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build customer-centric cultures and deliver exceptional experiences at scale.

Megan dives into the foundational role of trust in customer experience—and why it’s essential for building lasting relationships. She shares actionable strategies for simplifying complexity, breaking down silos, and fostering trust across organizations.

Megan also explains how companies can tackle the operational challenges that come with growth and align their teams to better meet customer needs. 

From measuring trust through transparency and reliability to creating a culture that prioritizes connection, this conversation is packed with practical insights. 

🎧 Tune in now to learn how to make trust the cornerstone of your customer experience strategy—and empower your teams to deliver it!

Key Highlights from the Conversation:

02:41 Customer Experience vs. Customer Trust

04:48 The Limits of Empathy 

08:12 Consistently Good, Strategically Amazing

11:43 Creating a Customer-Centric Culture

14:57 What Companies Fear About Customer Feedback

17:57 Why Trust Drives Growth

19:51 Measuring Customer Trust 

 


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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here

Jan 14, 2025

This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results.

From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest. 

Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress.

🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business!

This episode of The Modern Customer Podcast is sponsored by Replicant

Key Highlights from the Conversation:


00:00 Introduction and Background

03:57 AI's Impact on Contact Centers

07:27 From Script to Spirit

09:36 A Strategic Approach to AI Adoption

11:57 Next-Gen QA with Conversation Intelligence

17:36 The Future Contact Center Workforce

25:24 Rapid Fire Questions with Gadi Shamia


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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here

Jan 7, 2025

This week on The Modern Customer Podcast, Josh Linkner—globally recognized innovation expert, bestselling author, tech entrepreneur, and professional jazz guitarist—shares his insights on how leaders can unlock creativity, overcome fear-driven barriers, and build a culture where bold ideas thrive.

From embracing AI as a co-pilot to applying frameworks like the 'To-Test List' and 'Judo Flip,' Josh shares actionable strategies for tackling challenges with creativity and adaptability. Whether leading teams or enhancing customer interactions, this conversation delivers practical insights to spark bold innovation.

🎧 Tune in now to start 2025 with a mindset of bold innovation and fearless creativity! 

👉 Visit https://joshlinkner.com/ to learn more about Josh Linkner and his work.

 

Key Highlights for Easy Listening:

01:57 Balancing Automation with Human Compassion in Customer Service

03:28 Turning Challenges into Opportunities with Creative Problem-Solving

05:28 Using the 'To-Test List' and 'Judo Flip' to Drive Creative Problem-Solving

08:52 Driving Innovation Through Small, Manageable Steps

09:55 The Power of Empathy, Artistry, and Emotional Intelligence

11:25 Create Memorable, Human-Centered Customer Interactions

14:59 Cultivating a Creative Mindset for Problem-Solving

17:25 How Leaders Can Build a Culture of Safety, Creativity, and Bold Innovation

22:29 Rapid Fire Questions with Josh Linkner

 


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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here

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