The Modern Customer Podcast

In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achieve lasting business success. Robert Irvine, a celebrity chef, entrepreneur, and author of the book 'Overcoming Impossible’ shares insights on leadership and creating a customer-centric culture, stressing the importance of listening, empathetic leadership, and the significance of leaders being hands-on in their businesses. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experiences. The episode also touches on the challenges of unifying multiple business lines within CVS Health, creating a customer-centric culture across a large workforce, and the future possibilities with AI in customer feedback.  Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Stacy Sherman, a seasoned business advisor and speaker in customer experience, teams up with Blake Morgan, a customer experience futurist and author, to dive deep into customer journey mapping. They discuss the pivotal role AI plays in enhancing customer interactions and agent experiences. The conversation turns to overcoming challenges in BPO services, emphasizing the need for effective knowledge updates. Personal insights add a light-hearted touch, revealing the importance of mental health and family connections in their busy lives.

This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service. With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural shifts that create loyal customers and fuel business growth. Discover the strategies that have made Mastercard a global leader in customer satisfaction, and learn how to apply them to your organization.  Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Teleperformance is implementing AI to enhance customer service, address change management challenges, and improve productivity. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

John Rossman, author of 'The Amazon Way' and 'Big Bet Leadership', shares leadership strategies for extreme change and digital transformation. He discusses the importance of creating clarity, maintaining velocity, and taking big bets for business success, focusing on AI, cost reduction, and customer-centric operating models.

TODAY’S THE DAY … My new book hits the shelves! There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics. I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer," is now available. The book explores eight themes, each with its own dedicated chapter. To learn more about my new book please visit www.8CXLaws.com Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs. Joseph emphasizes the significance of emotional connection in customer interactions, securing C-level buy-in for impactful customer experience initiatives, identifying essential metrics for tracking CX success, and advocating for a balance between cutting-edge technology and the human touch. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Alison Hiatt, CMO at Vera Bradley, shares insights on customer experience, CX strategies, and understanding customer behavior in marketing. The discussion covers the evolution of marketing, essential traits for a CMO, managing information overload, morning routines, and work-life balance.