The Modern Customer Podcast

On this week's episode of The Modern Customer Podcast, Donna Drehmann, who has held customer service leadership roles at companies such as Postmates, Asurion, and TikTok, discusses the pivotal role of managing controllable elements such as training and quality assurance (QA) in contact centers. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing?  This is where customer experience (CX) emerges as the critical differentiator in retail. Martin Newman, with four decades of experience guiding consumer-facing giants like Harrods, Burberry and Ted Baker, delivers a stark reality: prioritizing cost reduction over the emotional and human aspects of the customer journey is unsustainable.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

In this week's episode of the Modern Customer Podcast, Isabella Villani, a renowned customer experience expert and author, illustrates how proactive analytics revolutionizes customer experience (CX). Isabella begins by explaining how this innovative approach enables businesses to anticipate and effectively meet customer needs, thereby transforming the CX landscape. Using proactive analytics, companies gain insights into the customer's journey, allowing them to foresee specific inquiries or needs. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, stands out in this respect. She has redefined customer experience (CX) in the fintech world by centering it around financial confidence. Wethman’s approach goes beyond just offering financial products. She aims to empower customers, particularly those with limited savings, to confidently navigate their financial journeys. This shift from traditional CX strategies to a focus on long-term financial well-being is a game-changer in the industry. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

How can the concept of "Unreasonable Hospitality" reshape the landscape of customer experience within the contact center? In this podcast, Will Guidara, former co-owner of Eleven Madison Park and author of "Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect," shares impactful business insights. His insights into hospitality, leadership, and customer service provide valuable lessons for businesses seeking to enhance their customer experience and build a customer-focused culture. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their products above all else? These pressing questions guide our conversation with Colin Shaw. With a career spanning decades, Colin Shaw, the founder and CEO of Beyond Philosophy, brings firsthand experience to the evolving world of customer experience. With seven best-selling books under his belt and recognition as a LinkedIn Top Voice and influencer in customer experience and marketing, he's a trailblazer in his field.   Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Building trust is a crucial aspect of any successful business, especially when it comes to the client experience. But how exactly can organizations foster trust, and what role does emotional safety play in this process? One individual who has made significant strides in understanding the dynamics of trust is Charles Green. He has dedicated his career to understanding the dynamics of trust and how it influences various aspects of our lives. His insights, particularly through his work "The Trusted Advisor," have profoundly influenced the professional services landscape. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

What's the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty. In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreements play versus the Service Level Agreements that contact centers are generally managed by. By backing into contact center metrics - starting with the customer and the desired customer experience - the contact center can transform.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Storytelling is the ultimate tool for persuasion and connection. Rob Biesenbach is a seasoned professional speaking coach and author who understands the transformative power of storytelling. In this week's podcast, Rob shares that presentations should never be about merely delivering data – they should be about sparking change, getting buy-in, and igniting action. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Customer service is a big part of the customer experience, and the call center is a critical focal point for direct interaction with customers. With all the changes in technology recently, I wanted to ask an industry expert his thoughts on the future of the call center in the customer experience space. In this episode of the Modern Customer Podcast, I had a conversation with an expert who has probably worked with more call centers over the past three decades than anyone else in the world. Brad Cleveland got his start in call centers decades ago and has watched this space grow and develop as a consultant, speaker, course instructor, and author of ten books, including his latest, Leading the Customer Experience. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.