The Modern Customer Podcast
Blake Morgan
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.
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.
Episodes
Mentioned books
May 2, 2023 • 31min
A Results-Proven Approach To The ROI Of Customer Experience
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.
Apr 25, 2023 • 30min
Feedback Matters: How To Add Customer Insights and Metrics to Your Leadership Strategy
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.
Apr 18, 2023 • 32min
4 Common Data Challenges and How to Overcome Them
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.
Apr 11, 2023 • 31min
3 Secrets to ButcherBox’s Customer Obsession From Chief Product & Experience Officer Lesley Mottla
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.
Apr 4, 2023 • 35min
Morgan Stanley CMO Alice Milligan Shares How the Brand Balances Legacy and Innovation
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.
Mar 26, 2023 • 31min
How Nationwide Makes Listening to Customer Feedback a Company-wide Priority
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.
Mar 21, 2023 • 9min
Betterment's VP of CX On How To Create Customer-Focused Leadership
What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership. 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.
Mar 14, 2023 • 37min
Overcome Customer Indecision With Bestselling Sales Author Matthew Dixon
What’s one of the biggest challenges of securing a sale? It’s not rejection--it’s indecisive customers. Customer indecision is everywhere, from B2B buyers making big purchases to customers shopping for clothes online. And it’s become even more evident as global and economic conditions become more uncertain. According to best-selling sales author Matthew Dixon, 40-60% of a salesperson’s qualified pipeline will ultimately be lost to no decision. That’s a significant loss of revenue and customer relationships. *Sponsored by Thinkific Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Mar 7, 2023 • 28min
Connecting with New and Changing Customers: Lessons from the Del Monte Foods CMO
How do you reinvigorate a 135-year-old brand to connect with new and changing customers? That’s the question faced by Bibie Wu, CMO of Del Monte Foods. Customers have changed drastically in the last few years, especially in the food industry. Even with changing trends, Del Monte stays grounded in the goodness of fruits and vegetables. In fact, with more people eating at home, managing their household budgets, and trying to put great food on the table, Del Monte has never been more relevant. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Feb 28, 2023 • 32min
6 Forces to Navigate the Changing Retail Industry
Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters? Kasey Lobaugh, Chief Innovation Officer for Deloitte’s Consumer Industry, discusses 100 topics the six forces critical to navigating the next decade of change in retail. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
