The Modern Customer Podcast

According to Tim Joyce, Chief Innovation Officer of Xerox Customer Care, business success stories during the past 100 years were primarily about products. He says that now we're moving towards a world where success and value propositions will be based on service. Of course we'll still need products, but he says our purchases will be more about the services wrapped around them. Consumers will be permanently connected to sophisticated help desks that watch and anticipate customer needs. Joyce believes that technology in the future will make customer’s lives much better—and he doesn’t see technology replacing humans. Much like the people who at IBM run Watson, he believes technology will enhance the customer’s experience. Technology will eventually even prevent customers from having to contact customer care at all. Perhaps our products will talk to us and fix themselves for us. He says human agents will still be in the mix but their role will be very different from what it is today. People who run customer experience will still manage the brand's customer care architecture, drawing upon trends highlighted by their virtual counterpart, to maintain the feedback loop and action the necessary changes to better serve customers and better reflect the values of the brand. It'll be their job to ensure their virtual counterpart behaves and evolves appropriately, so that every customer experience is seamless. In this podcast we talk about this and much more. More about podcast guest Tim Joyce: Tim Joyce is the Chief Innovation Officer for Xerox Customer Care. Tim believes that the relationship between consumers and brands will change radically as artificial intelligence systems roll out. In this rapidly changing landscape, innovators will thrive and laggards will suffer. Tim was educated in Oxford and Durham where he studied Computing and Mathematics. In the early days of the web, he was an ecommerce specialist, pioneering online shopping in the UK. At Xerox he has lead software development, solutions, product and research functions, and now heads innovation. He is a strong believer in -- and has published several papers on -- Agile and Lean, and brings these disciplines to every engagement. Tim is passionate about building innovative software products and solutions that deliver a fantastic user experience. He lives on the Jurassic Coast in Poole, U.K., with his wife Jenny and 3 girls. In his spare time, he enjoys sailing, cycling and playing chess. More posts from Tim Joyce: Five Products with Embedded Customer Care Seats Plus Software: The New Model For Customer Care

Today customers want products and services when and where they want them. Not only is timing and delivery key, but customers want to design their own experiences. Customers want the comfort and ease of ordering things via the web, but they want the option to create something that is specific to their tastes. That said, Shoes Of Prey, a website where you can order your own shoes, is becoming one of the hottest new trends. Partnered now with Nordstrom, Shoes Of Prey creates an in-store retail experience so customers can touch and feel the various fabrics and try on different looks, but the entire process is done via the web. It can be said the sharing economy has been so successful not just because of the diverse and authentic offerings, but also the ease with which you can order something on demand. Retail stores have complicated inventory processes. They can’t figure out a way to plan for variation in products or services. We’re used to on-demand software, we order books effortlessly on Amazon that are instantly downloaded to our device, but the idea of mass custom made products has yet to take off. People got very excited by the idea of 3d printers where you could print your own plastic figurine, chocolate or even custom limb—but this trend has slowed down. After all how many people have 3d printers in their homes? Not many. Today Shoes Of Prey is limited to women’s shoes, however you can imagine how a company like Shoes of Prey would expand its on-demand services. Today the company that can bring the most tailored authentic products and experiences to the masses will win. These are the experiences today’s consumers seek. This week on the modern customer podcast we feature Jodi Fox Co-founder and Chief Evangelist at ShoesOfPrey.com - the world's first website where women can design their own shoes. Started just 4 years ago, Shoes of Prey broke even at 2 months, hit multi-million dollar revenue in under 2 years and today is a global multi-million dollar enterprise. She’s also co-founder of SneakingDuck.com - an online optical fashion store focused on the Australian market. Jodie's creativity and passion is directed into guiding both companies product and communications. She was Telstra's 2011 business woman of the year for private and corporate, one of the top 30 most influential women in Australian retail 2014, one of the top 10 Australian female entrepreneurs for 2014 and a finalist for the 2014 InStyle Audi Woman of Style awards. She is a banking and finance lawyer by trade who explored the world of advertising before starting her own businesses.

national collection of British art, and international modern and contemporary art. It is a network of four art museums), Beatrice Burrows, Digital Marketing Officer for Tate, and Robin Zucker, the SVP of Digital for Playboy. The panel focused on four areas that include: Omni Channel Advertising Challenges in Creating Content for Different Demographics Social Media Challenges How the Rise of Digital Mobile Marketing Effect Consumer Behavior What happens when you bring together a publisher, a museum institution and a consultant? A lot of talk about engaging customer experiences, content strategy and stand-out social media examples. At the Los Angeles based Digital Marketing Innovation Summit in September Playboy, Tate and I met to do a panel on "Engaging Digital Immigrants and Digital Natives." The panelists were: Maria Pavlou the Digital Communications Officer for Tate (the Tate is an institution that houses the United Kingdom's national collection of British art, and international modern and contemporary art. It is a network of four art museums), Beatrice Burrows, Digital Marketing Officer for Tate, and Robin Zucker, the SVP of Digital for Playboy. The panel focused on four areas that include: Omni Channel Advertising Challenges in Creating Content for Different Demographics Social Media Challenges How the Rise of Digital Mobile Marketing Effect Consumer Behavior We talked at length about how important experiences are when marketing to millennials. For example did you know that 3 in four millennials would prefer to purchase an experience over buying a product? In the panel we also address the difficulty of social media marketing and how to do it well. We provide fun examples of really good content strategies in addition to drawing from our own companies. For example we discuss this GoPro video campaign - a fantastic example of how to inspire and engage. Tate is doing some very cutting edge work to engage their audiences. Did you know they encourage people to take selfies with the art? They are doing fantastic work with Instagram, Twitter and Facebook--and soon Snapchat. Playboy Magazine is an established brand with a growing digital footprint. Did you know Playboy Magazine is an esteemed literary publication having been the seed for many things such as the film Hurt Locker? The film was inspired an article about one of the bomb experts, Sergeant Jeffrey S. Sarver entitled, "The Man in the Bomb Suit", published in September 2005. Playboy has also published Margaret Atwood one of my all-time favorite literary geniuses. Playboy is a lifestyle brand and publisher that recently made news announcing it will no longer feature nudes in its publication. I personally thoroughly enjoyed moderating this panel and I hope you enjoy listening. Please see the player for the modern customer podcast below. Check out our panel in this podcast audio.

While every department needs a strong leader within the company, it can be said that customer experience needs an exceptionally strong leader. The reason being it’s not always intuitive for companies to invest in strong customer experience programs. Much of the budget goes to marketing or product or sales. That said, on the modern customer podcast this week we feature customer experience leader Leyla Seka. You might know the name Seka because she was a key influence on Marc Benioff’s decision to make equal pay for women a priority at Salesforce, a Fortune 500 company. She was integral to the Women’s Leadership Summit this year at Salesforce’s annual Dreamforce conference. Whether it’s conveying Dolly Parton’s lessons about customer service or talking about empathy, Seka has a fresh and imaginative perspective on business that’s infectious. In this podcast we hear leading ideas on modern customer experience, an exclusive look into Seka’s views on career and much much more. Seka is a leader in the customer experience industry serving as SVP and General Manager of Desk.com, Salesforce's all-in-one customer service app for fast-growing companies such as Yelp, SnapChat, Munchery, Bonobos, Dot & Bo and Luxe Valet. Desk.com connects agents with email, phone calls and social channels. Salesforce had an immense impact on the way companies interact with customers, specifically how companies store and manage that customer data. Gone are the days where everyone in the company doesn’t have the opportunity to touch that customer interaction, and collaborate around it. Desk.com plays a key role in the customer service side of customer experience. More about Leyla Seka Prior to her role as General Manager and Senior Vice President, Salesforce Desk.com Seka was responsible for building and growing the Salesforce AppExchange, the world’s leading business apps marketplace. In her eight years at Salesforce, Seka has held a variety of positions across product management, product marketing and business operations helping to build a scalable infrastructure to support the company’s business. Prior to Salesforce, Seka worked in product management and marketing organizations at Primavera Systems (acquired by Oracle), Evolve Software, Vivant and Eutron SPA. Seka also spent two years in West Africa as a Peace Corps officer in Mali. Seka holds a BA in International Relations and French from the University of California at Davis and a MBA from the Masagung School of Management at the University of San Francisco.

Since 1987 the share on consumer spending on live experiences and events relative to total U.S. consumer spending has increased 70%. Additionally 3 in 4 millennials would rather buy an experience than a product. All of that is good news for StubHub an online marketplace owned by eBay, which provides services for buyers and sellers of tickets for sports, concerts, theater and other live entertainment events. The events industry is a social industry, meaning customers that attend events are often tweeting or Facebooking. Randy Rubingh runs customer service for StubHub and built the social customer service strategy. The reality about social media is many companies fall into it the same way. A tweet was sent to the CEO or a PR flare-up happened. For StubHub there were misconceptions about what StubHub was. They were accused of being "scalpers" which StubHub is not. In order to clear these misconceptions StubHub started engaging on social media. StubHub took the opportunity to explain what StubHub’s role was. Today they make it a priority to be there where their customers are. He says at StubHub customer service has a strong partnership with marketing in order to run social media well. Marketing uses Facebook for promotions and--like many other companies--customer service responds to all mentions of StubHub on the web. Depending on the engagement, customer service will step in and store that interaction in their CRM (Siebel). When I interviewed Rubingh on the podcast he said that StubHub believes social media training is more about calibration than it is hardcore scripting. The calibration process includes a review of all the interactions. He says he took smart seasoned agents—and trained them on their tool that tracks and categorizes the mentions (Lithium). The agents then respond. Rubingh believes that on social media a customer service script is not helpful. StubHub gets about 50K mentions of StubHub, but the number StubHub responds to is only about 5% of those social media interactions. They manually categorize the sentiment. Rubingh (@rrubingh) is the Senior Director of Customer Service for StubHub and the author of “Call Center Rocket Science”. Randy has more than 25 years’ experience building, managing, and leading customer support organizations. He has led service organizations ranging from small start-ups with as few as five agents to leading a five-site, international customer service organization with thousands of agents. During the course of his career he has managed over 20 million incoming phone calls. Learn more about staffing, contact centers, customer service and how to create a killer contact center culture at StubHub in this podcast.

Can you imagine a bank that’s customer service agents create rapport with customers, so much so that they will learn intimate information about the customer and act on it? For example a customer service agent might talk with the customer about literature and then send them an actual book in the mail. This is not strange for ATB Financial, formerly known as Alberta Treasury Brand Financial—this bank is not your average contact center. Benchmarking itself with companies like Starbucks and Apple, ATB Financial decided to do something different when it comes to the freedom they give their contact center agents. This week's Modern Customer Podcast guest is ATB Financial’s Dwayne Calder, director, customer care and operations. Leveraging call recording to replace “hand written customer signatures” with verbal consent, the company reduced customer effort and elevated the customer experience. With a focus on supporting its customer experience process design, ATB Financial employs speech analytics to translate voice of the customer data into actionable improvements by using customer conversations and frontline team members to identify root cause of customer challenges. ATB Financial is a unique bank with a compelling customer engagement story. Tune into this week's Modern Customer Podcast to hear more.

It's counter-intuitive to most business practices to bring your customer in at the highest levels of the company to improve the company. However the members of the Chief Customer Officer Council are familiar with not only how to do this, but the many benefits of creating a seat for the customer right next to the other c-suite executives. Curtis Bingham, Founder and Executive Director of the Chief Customer Officer Council knows this well. He's this week's guest on The Modern Customer Podcast. In this podcast Bingham talks about how the Chief Customer Officer Council presents a collective crystal ball that tells where the customer is going and how can we chart a path to meet the customer there. Today customer experience is a known differentiator but it wasn't always that way. If we think about differentiators over time, it used to be who had the fastest cheapest product, then it was logistics such as who could deliver the product or service the fastest and most cost effective, then customer service became a known differentiator--though some companies still don't understand this concept. Now it’s about moving beyond the experience to see who is willing to engage customers and co-design and co-develop products with them? The Chief Customer Officer drives customer strategy at the highest levels of the company. The Chief Customer Officer is uniquely accountable for customers, like the CEO is uniquely accountable for shareholder value and the CFO is responsible for performance in financial markets. There’s a handful of objectives shared by all chief customer officers. One objective is to drive profitable customer behavior. How do we aquire the most valuable customers? How do we drive customer engagement and loyalty? How do we create a customer-centric culture? The responsibilities of the chief customer officer varies by job-type. Some chief customer officers have line authority which is officially sanctioned authority to issue orders to subordinates (small and mid-size companies this is popular), large companies focus more on retention. At the larger companies they might own the call center or professional services if they have line authority, or in some cases they’re a staff function. They’re there to improve processes across all the business units. There are common accountabilities of chief customer officers such as how they’re involved in customer issue escalation and resolutions. For the first year the chief customer officer is in the role they’re dealing with customer issues. They’re focused on gaps between desired customer experiences and actual customer experiences. The chief customer officer is focused on metrics and analyses. The chief customer officer unfortunately spends a lot of time proving their value which is a shame because they’re not able to do as much for the customer. They're busy playing politics. During the recession the chief customer officer was the first high level officer to get cut--unfortunately for these companies. The chief customer officer is also focused on deriving value from every customer segment, and determining what type of relationship you want to have with your key customers, and what do they want from you. They spend a lot of time addressing customer needs, and balancing those customer needs with the requirements of the business. The average tenure of the chief customer officer is thirty months. However it can take three or even five years to clearly demonstrate the value of the company. Short-termism hurts customers and the business. Wall Street loves it, but it’s hard to change customer attitudes in one quarter. It’s important to define customer engagement. Curtis Bingham says if you talk to marketing agencies, they define customer engagement as when you interrupt the customer's flow with a pop up on the customer's screen—the agency puts something in the way of the customer's workflow to post the company message. Customer engagement as Curtis Bingham and the chief customer officers of his council define it, it’s the willingness of the customer to devote discretionary time to the company for mutual benefit. What is the number of activities the customer participates in? To learn more about the collective crystal ball of the chief customer officer council--and other secrets about the CCO role, tune in to this podcast.

Not every company's Chief Customer Officer has the same scope. For example at DoubleDutch, Chief Customer Officer Annie Tsai manages both the customer service and sales teams. In this podcast Chief Customer Officer Annie Tsai talks about her secret sauce to leading customer engagement for such a fast growth company with a unique stakeholder audience. She's a great example of how to lead when you're clientele is both B2B and B2C. She talks about how brands are making an effort to engage with customers via social media, and how DoubleDutch is adding a personal touch to community engagement (for not just B2B clients). Annie's work day starts around 5am. In our podcast she opens up to talk more about what it's like to have an exciting and demanding career and a young child at home. Annie is passionate about mentoring others and has solid advice on not only customer engagement but career advice for newbies to customer engagement. More about Annie Tsai: Annie is a customer experience focused executive with a "jack of all trades" mentality. She's known as a balanced strategic and operational leader that loves to roll up her sleeves and get down to business. She's also a published author and industry speaker. Prior to DoubleDutch she was Chief Customer Officer at Demandforce, an Intuit company where she oversaw customer success during DemandForce's fastest period of growth. While at Demandforce, Annie transformed the way their customers used technology and social tools, building trust and community around the Demandforce product. At DoubleDutch, she spearheads a similar paradigm shift, increasing not only application adoption and utilization, but event return on investment for customers as well. DoubleDutch provides mobile applications and performance analytics for events, conferences, and trade shows for more than 1,000 customers including SAP, UBM, and Urban Land Institute. Founded in 2011, DoubleDutch was recently named to Inc. 5000's list of fastest growing private companies, AlwaysOn's Global 250 best-of-breed private companies in SaaS and Enterprise, and Forbes' list of 10 hot companies to work for in San Francisco. DoubleDutch is based in the Mission District of San Francisco with regional offices in Amsterdam, London, Hong Kong, and Portland. DoubleDutch has raised almost 80 million dollars since its inception in 2011. Show note correction: Annie Tsai will be speaking at Frost & Sullivan this year but not Gartner For more customer experience content from Blake Morgan sign up for the Customer Experience Weekly here.

Your brand is no longer defined by one marketing message but rather the daily interactions customers have with the brand. Brands today realize in an effort to differentiate with customer experience they need to go above and beyond with service. You can't talk about customer service without talking about the technology that's driven customer service for the last thirty years. Namely, customer relationship management (CRM) technology. According to Davy Kestens, CEO of Sparkcentral and this week's podcast guest for The Modern Customer, there are multiple misconceptions about the CRM space. CRM has become sales process optimization or automation software. Companies looking to leverage customer data for other reasons find themselves in a lurch. For many large enterprises CRM is the place where data gets dumped. With the repeated dumping of data, many large companies find their customer data unusable. The CRM space has bloated itself with many players with varying use cases. According to Kestens today's CRM is not living up to its expectations. This is why it takes so long to get help with you contact the contact center of a company. While you are on hold the agent is flipping through 15 different tabs. Kestens predicts in the future brands will be engaging in a battle of customer experience. But today's brands are a long way from there. Podcast guest Davy Kestens was called the next Aaron Levie by Forbes Magazine. Today his company SparkCentral has a clientele featuring the world’s largest brands including Delta, T-Mobile, Uber, Lyft, Lululemn, Dropbox, Arby’s and Emirates. Listen to our podcast to learn more about what he is doing to pioneer a new era of customer engagement. Disclosure: Sparkcentral is a client of Blake Morgan's company Flight Digital.

If you haven’t noticed GoDaddy has gone through a transformation in the last few years. GoDaddy leadership talk candidly about how their prior brand strategy generated a lot of attention but alienated a lot of their customers. GoDaddy realized most of its customers were actually female small business owners. GoDaddy’s new CEO Blake Irving has worked hard to shift its strategy to “represent them [women] proudly.” Today GoDaddy has many strong female leaders running the company including Barb Rechterman, Chief Customer Officer. GoDaddy has become a more customer-centric company. I know because I personally am a customer. Now when you call their call center a voice says “need customer support? We love helping customers.” Chief Customer Officer Barb has been instrumental in overhauling GoDaddy’s customer experience. Barb is not just a customer advocate she’s also a dynamic person outside of work who rides Harley motorcycles and trains her horses in her spare time.