The Modern Customer Podcast

Blake Morgan
  • 4.9 (49)
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  • 一周一更
The Modern Customer Podcast

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.

  1. Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively

    22小时前

    Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively

    This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results. From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest.  Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress. 🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business! This episode of The Modern Customer Podcast is sponsored by Replicant.  Key Highlights from the Conversation: 00:00 Introduction and Background 03:57 AI's Impact on Contact Centers 07:27 From Script to Spirit 09:36 A Strategic Approach to AI Adoption 11:57 Next-Gen QA with Conversation Intelligence 17:36 The Future Contact Center Workforce 25:24 Rapid Fire Questions with Gadi Shamia 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. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

    29 分钟
  2. Innovation and Creativity in Customer Experience: Leading with Purpose in 2025

    1月7日

    Innovation and Creativity in Customer Experience: Leading with Purpose in 2025

    This week on The Modern Customer Podcast, Josh Linkner—globally recognized innovation expert, bestselling author, tech entrepreneur, and professional jazz guitarist—shares his insights on how leaders can unlock creativity, overcome fear-driven barriers, and build a culture where bold ideas thrive. From embracing AI as a co-pilot to applying frameworks like the 'To-Test List' and 'Judo Flip,' Josh shares actionable strategies for tackling challenges with creativity and adaptability. Whether leading teams or enhancing customer interactions, this conversation delivers practical insights to spark bold innovation. 🎧 Tune in now to start 2025 with a mindset of bold innovation and fearless creativity!  👉 Visit https://joshlinkner.com/ to learn more about Josh Linkner and his work.   Key Highlights for Easy Listening: 01:57 Balancing Automation with Human Compassion in Customer Service 03:28 Turning Challenges into Opportunities with Creative Problem-Solving 05:28 Using the 'To-Test List' and 'Judo Flip' to Drive Creative Problem-Solving 08:52 Driving Innovation Through Small, Manageable Steps 09:55 The Power of Empathy, Artistry, and Emotional Intelligence 11:25 Create Memorable, Human-Centered Customer Interactions 14:59 Cultivating a Creative Mindset for Problem-Solving 17:25 How Leaders Can Build a Culture of Safety, Creativity, and Bold Innovation 22:29 Rapid Fire Questions with Josh Linkner   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. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

    28 分钟
  3. How Hotels Can Deliver Unforgettable Guest Experiences

    2024/12/30

    How Hotels Can Deliver Unforgettable Guest Experiences

    The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay. In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care. Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy. Whether it’s building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away. Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success.   Key Highlights for Easy Listening: 05:31 The Power of Emotional Intelligence in Building Hospitality Teams  07:53 Understanding Emotional Connections: Love Languages in Guest Experiences  12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests  15:07 Service Recovery: Addressing Bad Reviews with Transparency  18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality  21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences   Learn more about Bashar Wali and his work at hotelier.life.   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. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

    28 分钟
  4. Year-End Strategies: Turning Uncertainty Into Opportunity

    2024/12/23

    Year-End Strategies: Turning Uncertainty Into Opportunity

    This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business. With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on mindset shifts, the often-overlooked power of small details, and actionable strategies for entering 2025 with clarity, purpose, and momentum. If you're ready to turn uncertainty into your greatest advantage and step confidently into the new year, this episode is packed with insights you won’t want to miss! 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.

    27 分钟
  5. How Unified Communication Tools Improve Customer Experience in Modern Contact Centers

    2024/12/17

    How Unified Communication Tools Improve Customer Experience in Modern Contact Centers

    This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers. Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions. If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen! Key Highlights for Easy Listening: 04:47 Why Unified Communication Is Critical to Simplify Customer Interactions 08:41 How to Bridge the Gap in Customer Service Using Better Tools 12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers 18:46 The Intersection of AI Implementation and Change Management 21:35 The Future of Contact Centers and the Transformative Role of Conversational AI This episode of The Modern Customer Podcast is sponsored by GoTo. 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.

    29 分钟
  6. Inside Samsung’s Customer Experience Strategy

    2024/12/10

    Inside Samsung’s Customer Experience Strategy

    Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful. Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung’s approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers. Tune in to discover why customer experience is part of Samsung’s DNA and how their approach creates loyalty for life. 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.

    30 分钟
  7. How Managing Microstress Can Improve Leadership and Customer Experience

    2024/12/03

    How Managing Microstress Can Improve Leadership and Customer Experience

    This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it. Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience. Don’t miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. Tune in now! 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.

    30 分钟
  8. Mastering High-Performance Leadership: Strategies to Elevate Customer Experience and Empower Teams

    2024/11/26

    Mastering High-Performance Leadership: Strategies to Elevate Customer Experience and Empower Teams

    This week on The Modern Customer Podcast, Robert Glazer—entrepreneur, bestselling author, and keynote speaker—shares powerful strategies to master high-performance leadership and elevate customer experience. Robert explores the importance of clarity, accountability, and his four-part framework for building team capacity. He explains how aligning teams with shared goals, balancing culture with results, and empowering employees can drive exceptional customer experience outcomes. Don’t miss this insightful conversation packed with actionable tips to transform your leadership and customer experience strategy. Tune in now! 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.

    30 分钟
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关于

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.

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