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Blake Morgan
The Modern Customer PodcastEpisodes
Blake Morgan
The Modern Customer Podcast
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Episodes of The Modern Customer Podcast
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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, Ma
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 querie
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. T
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
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 uncertain
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 Expe
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 sh
Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use Cases
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
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 comp
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 tr
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 serv
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
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.
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 Han
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
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 trai
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 purchas
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 innov
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 worl
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 Remark
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 car
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
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
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
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
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