The Modern Customer Podcast

Customers frequently read reviews from other customers, but how often do companies get involved? Customer reviews abound online but are often overlooked by brands.  Liz Carter, CMO of experience management company Reputation, says customer reviews have incredible power. This episode is sponsored by Reputation. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the customers, and quantitative data shares trackable metrics of customers’ actions and a brand’s performance. But according to Jim Kalbach, author of The Jobs To Be Done Playbook, modern CX teams have an over-reliance on quantitative data, which can distract from building strong customer relationships.   Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.   

Between stress from the pandemic and the economy, rude customers, and changing technology, many customer-facing employees are burnt out. Mental health is crucial to everyone’s well-being, especially frontline workers and contact center agents who face challenges and difficult conversations every day. Amy Smith, Chief Impact Officer at TOMS, says we need to talk about our mental health like we would talk about a broken arm, cold, or sprained ankle.   This episode is sponsored by Thinkific. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

How does a company founded in 1911 stay relevant and a leader in the tech space today? Continual evolution and a willingness to disrupt. IBM has long been a leader in the technology industry because of its willingness to experiment and challenge the status quo. Chief Communications and Chief Marketing Officer Jonathan Adashek attributes that to staying on top of advancements and being willing to adapt and find creative solutions. This episode is sponsored by IBM. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

The biggest challenge for customer experience teams often isn’t learning new technology, staying on top of trends, or connecting with customers--it’s getting buy-in from executives and proving the ROI of their efforts. Bryan Sanders, Head of CX, Market Research, Digital at AAA, recommends that customer experience practitioners take a unique approach: do CX on the leaders they’re trying to engage with.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. But it requires continually listening to customers, measuring what matters, and ensuring data is passed to the right teams to make changes and improvements.     Diana Brown, SVP of Sales Operations and Customer Experience at XPO, involves leaders with the data through feedback loops. Leaders know the importance of data and see it first-hand by talking to employees about what is and isn’t working and the tools they need to deliver a great customer experience.    This episode is sponsored by Thinkific. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

The abundance of data available to companies today presents incredible opportunities to personalize their experiences and serve customers like never before. Today’s customer experience teams have the power to know so much more about customers, their preferences, and their history than ever.    But with technology advancements, privacy challenges, and cookie changes, it’s also never been harder to be in marketing and advertising than it is today, according to Bill Bruno, CEO of customer data company Celebrus. This episode is sponsored by Celebrus. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

It takes a lot to stand out in the competitive DTC food delivery market. But ButcherBox built a competitive advantage by staying true to one of its core values: being customer obsessed. Chief Product & Experience Officer Lesley Mottla says the value isn’t just words on the wall—it’s something leaders and employees are constantly talking about and living. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

Morgan Stanley CMO Alice Milligan is tasked with balancing legacy and innovation for a company founded nearly 90 years ago that has become one of the biggest names in finance. It’s a common dilemma for companies: how do you balance holding on to the brand legacy while embracing the future? This episode is sponsored by Thinkific. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.   

The foundation of delivering a fantastic experience to customers is listening to them. How can you provide relevant and personalized experiences without understanding your customers and hearing their feedback?   Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using their feedback to continually improve the experience. EVP and Chief Customer Officer Amy Shore says Nationwide’s dedication to offering extraordinary care to its customers starts by listening to their feedback and ideas.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.