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.