Info

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.
RSS Feed
The Modern Customer Podcast
2022
May
April
March
February
January


2021
December
November
October
September
August
July
June
May
April
March
February
January


2020
December
November
October
September
August
July
June
May
April
March
February
January


2019
November
October
September
August
July
June
May
April
March
February
January


2018
November
October
September
August
July
June
May
April
March
February
January


2017
December
November
October
September
August
July
June
May
April
March
February
January


2016
December
November
October
September
August
July
June
May
April
March
February
January


2015
December
November
October
September
August


Categories

All Episodes
Archives
Categories
Now displaying: Page 1
Jul 13, 2021

Over the last few years, more and more companies have created Chief Experience Officer positions, elevating the customer experience to the C-Suite. One person who stepped into this new role in 2019 was Julie Bowerman, Chief Global Digital Customer and Consumer Experience Officer of Kellogg's. The titles and responsibilities of Experience Officers vary depending on the company, but the growth of the role shows the importance of customers in successful organizations. 

Although Bowerman has more than 20 years of experience building household name brands, this is her first role as a Chief Experience Officer. She is also the first person at Kellogg’s to hold the position. Bowerman believes more companies are creating CXO roles because the landscape is changing so quickly. The fast-paced and technology-driven environment is forcing big companies to break down their traditional silos with different areas for finance, marketing, IT and sales to bring people together and focus on the experience. 

To deliver a relevant and personalized experience to modern customers, companies have to break down silos and build a cohesive approach that reaches the top of the company. There isn’t one correct title or structure--what matters most is that companies are thinking of ways to challenge the status quo and break down barriers.  

In Bowerman’s day-to-day responsibilities, she leads four groups to help Kellogg’s regional teams around the world build their digital muscle. Working in e-commerce, digital marketing and media, B2B and DTC, Bowerman’s teams consult global teams to help them build unique digital strategies that resonate with their consumers and objectives. A team in Asia may have different objectives than a team in Europe, and Bowerman’s teams help them meet their unique needs while also delivering a consistent Kellogg experience. Bowerman reports to the Chief Growth Officer, who reports to the CEO.

Bowerman recommends CX professionals try different things and build capabilities so that as they become more senior in their careers, they can tap into their breadth of experience. Instead of being specialized and boxed in, leaders with a variety of experience can focus on general management. Don’t chase titles, but instead aim to grow your skills and make an impact wherever you are.

The increase in CXOs shows the value of experience and the importance of a companywide experience strategy. As the roles continue to grow, their impact will be felt in organizations around the world.

_______________

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Sign up for her new course here. For regular updates on customer experience, sign up for her weekly newsletter here.  

0 Comments
Adding comments is not available at this time.