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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: Category: Business
Feb 20, 2024

The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience.

Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company's approach to customer experience and how they are leveraging AI to improve it. AutoCar Trucks, a manufacturer of heavy-duty vocational trucks, takes a unique approach by selling directly to consumers, giving them more control over the buying process and fostering closer relationships.


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

Feb 13, 2024

Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave.

Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Volkswagen Australia, Zappos, and Whirlpool.


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

Feb 6, 2024

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale.


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

Jan 30, 2024

The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world.

Bridging the gap between viewers and brands, Sarah Monahan, U.S. Head of Verticals at Roku, reimagines how streaming ads can shape a whole new customer journey.


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

Jan 23, 2024

In a saturated market, customer experience transcends price and product: it's the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for customer experience (CX) practitioners.

Steven Van Belleghem is a CX influencer, and he’s worked with leading companies like Disney, Mercedes, Heineken, and Booking.com. Immersed in customer-centricity thanks to his family's photography store, Steven learned the transformative power of genuine connection.


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

Jan 16, 2024

As technology reshapes how we live and work, our expectations for banking are changing too. Convenience and personalization are becoming the new normal. JPMorgan Chase is injecting a dose of digital delight, with Chief Design Officer Kaaren Hanson mapping out and curating the digital customer experience for Chase customers.


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

Jan 9, 2024

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail industry is changing and how brands can create a better experience for their customers. She talks about the importance of storytelling, personalization, and technology in creating a memorable retail experience.


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

Jan 2, 2024

On this week's episode of The Modern Customer Podcast, Donna Drehmann, who has held customer service leadership roles at companies such as Postmates, Asurion, and TikTok, discusses the pivotal role of managing controllable elements such as training and quality assurance (QA) in contact centers.


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

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.

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.

Oct 31, 2023

Storytelling is the ultimate tool for persuasion and connection. Rob Biesenbach is a seasoned professional speaking coach and author who understands the transformative power of storytelling.

In this week's podcast, Rob shares that presentations should never be about merely delivering data – they should be about sparking change, getting buy-in, and igniting action.


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

Oct 24, 2023

Customer service is a big part of the customer experience, and the call center is a critical focal point for direct interaction with customers. With all the changes in technology recently, I wanted to ask an industry expert his thoughts on the future of the call center in the customer experience space.

In this episode of the Modern Customer Podcast, I had a conversation with an expert who has probably worked with more call centers over the past three decades than anyone else in the world. Brad Cleveland got his start in call centers decades ago and has watched this space grow and develop as a consultant, speaker, course instructor, and author of ten books, including his latest, Leading the Customer Experience.


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

Oct 17, 2023

On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of several books, including her latest title, It’s Time to Talk about Race at Work, a guide for leaders to improve diversity and inclusion in the workplace. Her ideas can be applied everywhere, from call centers to service and customer experience.

According to Kelly, so many businesses are still providing a one-size-fits-all customer experience, but this isn’t what customers want anymore. These days, they seek personalization more than ever when shopping, using services, and receiving customer care. And with growing diversity in all markets, it’s important to understand that different people may wish to be treated in different ways.


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

Oct 10, 2023

Most of us have grown up with the stereotyped idea that a leader should be emotionless and impersonal. But this isn’t the case, as we so often see that introducing personal feelings and emotional intelligence into the mix can make for better leaders with stronger connections to their employees.

In this episode of my podcast, I’m proud to say that I sat down with Jacob Morgan, my husband of nine years and father to our two children. Jacob is a certified futurist and speaker and has just published his fifth book, Leading with Vulnerability: Unlock Your Greatest Superpower to Transform Yourself, Your Team, and Your Organization. Jacob spoke with me about vulnerability in the workplace and how it’s an essential tool and complement for leadership.


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

Oct 3, 2023

As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. But as David Cote suggests, so many companies miss the mark because they think they have to choose between short- and long-term goals for their business rather than aiming for both. Under David Cote's leadership, Honeywell's market cap soared from $20 billion to $120 billion, a testament to his effective management strategies.

I sat down recently to speak with David about his experience as CEO of Honeywell and his recent book Winning Now, Winning Later. I wanted to know how his leadership experiences could be applied to the customer experience space.


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

Sep 26, 2023

Despite trying to do our best every day in customer experience or any other facet of business, we often run up against a wall. We focus all of our energy on performance, and by doing so, our results can actually decrease.

But why would that happen?

Eduardo Briceno, TEDx presenter and author of The Performance Paradox, believes it’s because so many of us are stuck in a fixed mindset. Despite aiming for growth, we don’t properly cultivate a growth mindset in order to help us achieve it. We’re continually putting our best effort into less effective practices, so our results don’t improve.


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

Sep 19, 2023

The most competitive brands today understand the contact center is an opportunity, and ensuring a customer-centric culture in that contact center is key. The problem for most brands and customer experience leaders is high churn and the reality that burnout is real.

I talked to Brian Dunphy, an experienced contact center and customer experience expert who’s guided customer experience strategy for notable companies such as Disney, Bank of America, WarbyParker, and Postmates.


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

 

Sep 12, 2023

Over the past few decades, the landscape of the Fortune 500 has changed immensely. Reflecting on this transformation, Alan Murray, the founder of Fortune, offers an intriguing perspective. “If you go back 50 years and you look at the balance sheet of Fortune 500 companies in the 1970s, over 80 percent of the value came from physical entities - from oil in the ground to inventories on the shelves," he says.

But he points out that this is no longer the case. In today's digital age, more than 85 percent of the value of the Fortune 500 is tied up in intangibles such as intellectual property, software, and brand value. At its core, brand value epitomizes the emotional bond a brand shares with its customers. The emphasis has shifted from the tangible to the intangible; from concrete assets to human emotion and ingenuity. As Murray explains, “Ingenuity is the human capacity to craft innovative solutions to enhance life."


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

 

Sep 5, 2023

Modern customer experience is data-driven. Management needs data-backed insights to understand what they can improve in their processes or products to yield better customer service. This is why research companies such as Forrester exist.

Forrester is an advisory company offering research, consulting, and other services to help companies make better customer experience decisions.

On the Modern Customer, I talked to Pete Jacques, a principal customer experience analyst at Forrester, about Forrester’s recent report and we discussed that it’s critical for customer experience leaders to deliver exceptional customer experiences.


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

Aug 29, 2023

Running a contact center is one of the most challenging processes for a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard.

So, what makes running one so difficult?

I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center. 

Square is a publicly traded company providing financial, payment, and marketing services for businesses. Their call center lies at the heart of their customer success strategy. 


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

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