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.

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.

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.

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.

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.

This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs.

Joseph emphasizes the significance of emotional connection in customer interactions, securing C-level buy-in for impactful customer experience initiatives, identifying essential metrics for tracking CX success, and advocating for a balance between cutting-edge technology and the human touch.

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.

How does a CMO ensure the customer experience remains at the forefront of their brand's strategy?

In this episode of the Modern Customer Podcast, Alison Hiatt, the Chief Marketing Officer and Chief Growth Officer at Vera Bradley Designs Inc., shares her invaluable insights from her journey in marketing, including experiences with iconic brands like Starbucks and Amazon.

Discover how Alison views CX as an all-encompassing concept, intertwined with brand identity, and learn how Vera Bradley leverages diverse customer engagement channels to tailor CX strategies and the art and science of understanding customer behavior.

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.

Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences. 

In this week's episode of The Modern Customer podcast, Darrel Alfonso, Director of Marketing Strategy and Operations at Indeed.com, shares his expertise in constructing and leveraging a successful marketing technology stack.

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.

Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynamics. 

This week on The Modern Customer podcast, John Durocher, Chief Customer Officer at Calix, brings decades of expertise demonstrating how robust infrastructure and strategic restructuring can revolutionize B2B CX. His practical insights reveal how to build deeper, more meaningful client relationships by streamlining operations and fostering true collaboration across teams.

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.

Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience.

Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed this evolution closely. Her insights highlight how AI and cloud-based solutions are shaping the future of customer service.

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.

The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challenges. Stephen Rogers, Managing Director of Deloitte’s Consumer Industry Center, shares Deloitte's 2024 retail outlook, providing a strategic roadmap for retailers to thrive amidst this shifting landscape.

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.

Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer journeys. Ted Moser, senior partner at Prophet and author of "Winning Through Platforms," highlights the transformative power of this approach.

This week on The Modern Customer podcast, Ted emphasizes that building a successful customer experience technology stack begins with a clear customer understanding and a robust data strategy.

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

The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable customer loyalty. 

Her MINT methodology isn't just a clever acronym. It's a framework for building deep connections that outlast any market fluctuation. Listen now to keep your customers coming back!

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

Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinating model is the cruise industry. Cruise ships offer a 24/7, 'live-in' customer relationship model, forcing a relentless focus on swift problem resolution and exceeding expectations to avoid tarnishing the entire experience for passengers.

With over 40 years of experience in the cruise industry, Paul Rutter, author of “You Can't Make This Ship Up,” has witnessed firsthand the evolution of customer experience on cruise ships. His role as a cruise director at Royal Caribbean since 1991 has provided him with a deep understanding of the intricacies of providing top-notch service in a dynamic and challenging environment.

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

Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a customer-centric culture offer a roadmap for customer experience leaders.

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

Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances.

Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of rewards programs in creating memorable customer experiences.

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

Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries.

William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley's early days to the current era.

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

The secondhand market is booming, fueled by consumer shifts towards sustainability and value.  With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market.

ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage.

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

The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs.

Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs. 

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

The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. 

Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences.

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

Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend.

Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

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

Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success.

Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation.

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

Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate.

Professor Stefano Puntoni, a leading marketing and AI expert at Wharton shared his insights on the impact of generative AI on CX during a recent podcast interview. 

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

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.

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.