Podcasts about customer of the future

Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer journeys. Ted Moser, senior partner at Prophet and author of "Winning Through Platforms," highlights the transformative power of this approach. This week on The Modern Customer podcast, Ted emphasizes that building a successful customer experience technology stack begins with a clear customer understanding and a robust data strategy. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable customer loyalty.  Her MINT methodology isn't just a clever acronym. It's a framework for building deep connections that outlast any market fluctuation. Listen now to keep your customers coming back! Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinating model is the cruise industry. Cruise ships offer a 24/7, 'live-in' customer relationship model, forcing a relentless focus on swift problem resolution and exceeding expectations to avoid tarnishing the entire experience for passengers. With over 40 years of experience in the cruise industry, Paul Rutter, author of “You Can't Make This Ship Up,” has witnessed firsthand the evolution of customer experience on cruise ships. His role as a cruise director at Royal Caribbean since 1991 has provided him with a deep understanding of the intricacies of providing top-notch service in a dynamic and challenging environment. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a customer-centric culture offer a roadmap for customer experience leaders. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances. Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of rewards programs in creating memorable customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley's early days to the current era. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The secondhand market is booming, fueled by consumer shifts towards sustainability and value.  With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp's CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers.  Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI's Director of Research shares reasons behind this concerning trend. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate. Professor Stefano Puntoni, a leading marketing and AI expert at Wharton shared his insights on the impact of generative AI on CX during a recent podcast interview.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.  

The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company's approach to customer experience and how they are leveraging AI to improve it. AutoCar Trucks, a manufacturer of heavy-duty vocational trucks, takes a unique approach by selling directly to consumers, giving them more control over the buying process and fostering closer relationships. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave. Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Volkswagen Australia, Zappos, and Whirlpool. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world. Bridging the gap between viewers and brands, Sarah Monahan, U.S. Head of Verticals at Roku, reimagines how streaming ads can shape a whole new customer journey. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

In a saturated market, customer experience transcends price and product: it's the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for customer experience (CX) practitioners. Steven Van Belleghem is a CX influencer, and he's worked with leading companies like Disney, Mercedes, Heineken, and Booking.com. Immersed in customer-centricity thanks to his family's photography store, Steven learned the transformative power of genuine connection. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

As technology reshapes how we live and work, our expectations for banking are changing too. Convenience and personalization are becoming the new normal. JPMorgan Chase is injecting a dose of digital delight, with Chief Design Officer Kaaren Hanson mapping out and curating the digital customer experience for Chase customers. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail industry is changing and how brands can create a better experience for their customers. She talks about the importance of storytelling, personalization, and technology in creating a memorable retail experience. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

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.

On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of several books, including her latest title, It's Time to Talk about Race at Work, a guide for leaders to improve diversity and inclusion in the workplace. Her ideas can be applied everywhere, from call centers to service and customer experience. According to Kelly, so many businesses are still providing a one-size-fits-all customer experience, but this isn't what customers want anymore. These days, they seek personalization more than ever when shopping, using services, and receiving customer care. And with growing diversity in all markets, it's important to understand that different people may wish to be treated in different ways. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Most of us have grown up with the stereotyped idea that a leader should be emotionless and impersonal. But this isn't the case, as we so often see that introducing personal feelings and emotional intelligence into the mix can make for better leaders with stronger connections to their employees. In this episode of my podcast, I'm proud to say that I sat down with Jacob Morgan, my husband of nine years and father to our two children. Jacob is a certified futurist and speaker and has just published his fifth book, Leading with Vulnerability: Unlock Your Greatest Superpower to Transform Yourself, Your Team, and Your Organization. Jacob spoke with me about vulnerability in the workplace and how it's an essential tool and complement for leadership. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. But as David Cote suggests, so many companies miss the mark because they think they have to choose between short- and long-term goals for their business rather than aiming for both. Under David Cote's leadership, Honeywell's market cap soared from $20 billion to $120 billion, a testament to his effective management strategies. I sat down recently to speak with David about his experience as CEO of Honeywell and his recent book Winning Now, Winning Later. I wanted to know how his leadership experiences could be applied to the customer experience space. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Despite trying to do our best every day in customer experience or any other facet of business, we often run up against a wall. We focus all of our energy on performance, and by doing so, our results can actually decrease. But why would that happen? Eduardo Briceno, TEDx presenter and author of The Performance Paradox, believes it's because so many of us are stuck in a fixed mindset. Despite aiming for growth, we don't properly cultivate a growth mindset in order to help us achieve it. We're continually putting our best effort into less effective practices, so our results don't improve. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The most competitive brands today understand the contact center is an opportunity, and ensuring a customer-centric culture in that contact center is key. The problem for most brands and customer experience leaders is high churn and the reality that burnout is real. I talked to Brian Dunphy, an experienced contact center and customer experience expert who's guided customer experience strategy for notable companies such as Disney, Bank of America, WarbyParker, and Postmates. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.  

Over the past few decades, the landscape of the Fortune 500 has changed immensely. Reflecting on this transformation, Alan Murray, the founder of Fortune, offers an intriguing perspective. “If you go back 50 years and you look at the balance sheet of Fortune 500 companies in the 1970s, over 80 percent of the value came from physical entities - from oil in the ground to inventories on the shelves," he says. But he points out that this is no longer the case. In today's digital age, more than 85 percent of the value of the Fortune 500 is tied up in intangibles such as intellectual property, software, and brand value. At its core, brand value epitomizes the emotional bond a brand shares with its customers. The emphasis has shifted from the tangible to the intangible; from concrete assets to human emotion and ingenuity. As Murray explains, “Ingenuity is the human capacity to craft innovative solutions to enhance life." Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.  

Modern customer experience is data-driven. Management needs data-backed insights to understand what they can improve in their processes or products to yield better customer service. This is why research companies such as Forrester exist. Forrester is an advisory company offering research, consulting, and other services to help companies make better customer experience decisions. On the Modern Customer, I talked to Pete Jacques, a principal customer experience analyst at Forrester, about Forrester's recent report and we discussed that it's critical for customer experience leaders to deliver exceptional customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Running a contact center is one of the most challenging processes for a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard. So, what makes running one so difficult? I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center.  Square is a publicly traded company providing financial, payment, and marketing services for businesses. Their call center lies at the heart of their customer success strategy.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Tanger Outlets has a 42-year history of being an industry leader in branded in-person retail outlets, providing a unique on-brand customer experience for people shopping for unique products from specific brands. Stephen Yalof, the company's President and Chief Executive Officer, says that for the company and its outlets to remain relevant, it had to pivot towards customer experience in retail outlets instead of simply offering brands a space to sell unique on-brand items. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.  

In customer experience integrating innovation and personalization is key. Inspirato is a luxury vacation membership company that offers its members access to a curated collection of luxury vacation properties and experiences around the world. The company operates on a subscription-based model, where members pay an annual fee for access to these high-end vacation options. I had the pleasure of talking with Inspirato President David Kallery, about how they are redefining the luxury travel and hospitality paradigm. Inspirato focuses on creating a compelling customer experience, and through that satisfied customer they get new customers. A staggering 50% of their members originate from existing member referrals. But why does this referral system work so well? It boils down to their customer focus which builds trust, empathy, and genuine connection. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

  With its many changes and outside forces, the airline industry is challenging for customer experience. But Oscar Munoz, former CEO of United Airlines, believes it also provides an amazing opportunity to focus on individual customers and remember that even in stressful times and busy travel days, customers are humans and central to everything the business does.  When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values. Over a year, he interviewed thousands of employees about what made United different and why they worked there. From their insights, United Airlines created the shared purpose of connecting people and uniting the world. And because employees were involved in creating that shared purpose, they have buy-in and are more engaged. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Marketing is often thought of as everything that happens before a sale; customer service is everything that happens after. But according to Allan Dib, best-selling author of The 1-Page Marketing Plan, customer service is marketing. The two sides are related and can work together to create a smoother experience overall. Like in customer service, Dib says the first step of marketing is knowing your audience. Who are you talking to? What are they interested in? In his mind, marketing is the strategy used to get your ideal clients to know you, like you, and trust you enough to become customers. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

What is a customer-centric culture? According to Dr. Chris L. Brown, CEO and Co-Founder of MarketCulture, it's the environment, behaviors, and how work gets done. At customer-centric companies, the culture revolves around providing an excellent customer experience. That strong culture starts with leaders who set the tone for embracing customers and having a customer-centric mindset. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start? Jim Weber, Chief Experience Officer of Comerica Inc, stepped into his current role in late 2019 with a goal to build and expand a customer experience team. Weber says one of the most crucial parts of his job was ensuring he tasked the right person with running customer experience on a daily basis. At Comerica, that's Maria Adams, the director of CX, who Weber says can see everything and process it strategically. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is used to improve and bolster the customer experience? Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand's customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Where does a customer-obsessed culture start? With the CEO. Jeff Mezger, Chairman, President, and CEO at KB Home, is known for his customer-centricity. That mindset has spread throughout the company to create a culture of customer obsession. Every employee knows their role and the impact of their work, which leads to incredibly high customer satisfaction rates. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Like many industries, the automotive space has been upended in recent years. With supply chain issues, changing technology, and evolving customer preferences and priorities, the car-buying process is much different than it used to be. Jennifer Vianello, CMO of Cars.com, says there have been so many predictions about car-buying over the last 25 years that it is challenging to make new predictions. And even with advancements in technology, most customers continue to purchase in person and do tremendous amounts of research beforehand. Buying a car is the second largest purchase most people will ever make and one most people don't take lightly.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Delivering quality content to customers builds trust and strengthens relationships. With the power of search engine optimization, content can be a powerful marketing tool to establish your company as a thought leader and develop credibility. According to Leslie Yazel, Editor and Head of Content for Buy Side from WSJ, people who come through search are looking for a particular product or answer and can turn into valuable customers. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them? At JetBlue Travel Products, the contact center is in the middle of everything the company does--literally and figuratively.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

Imagine having an expert makeup artist available whenever you have a question. That's the reality for customers of some of the world's leading beauty brands, thanks to an innovative digital strategy that combines technology and the human touch.  Salima Popatia is the Chief Digital Officer at Orveon Global, the company behind some of the world's most recognizable beauty brands: Laura Mercier, Bare Minerals, and Buxom. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

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.