394 episodes
The Modern Customer Podcast Blake Morgan
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- Business
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4.9 • 47 Ratings
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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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Capital One's Strategy for Customer-Centric Success
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. -
How To Transform Customer Support with AI
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. -
How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market
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. -
How To Champion Your Customer Experience Programs With Better Public Speaking
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. -
Want to invest in Customer Experience? Question the Downside of Failure
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/ -
Why Customer Satisfaction is Declining (and How to Fix It)
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.
Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Customer Reviews
Informative
This podcast, especially Brian Dunphy's episode, has truly transformed my approach as a contact center lead in coaching my agents. Brian's thoughtful method of taking agents out for lunch or station visits shows real care for their growth, fostering open communication on ways to enhance their performance. It's more than advice; it's hands-on guidance that's made a meaningful difference in leading my team and in improving the overall customer experience.
The go-to podcast for CX professionals
As a CX enthusiast, The Modern Customer Podcast is top on my list. Blake does a great job interviewing CX professionals across all industries and exploring how they got to where they are today. I enjoy the conversation and insights in every episode.
Amazing energy!
Blake Morgan is quite the interviewer and the energy she brings to the podcast makes me want to listen again and again!