The Modern Customer Podcast
Blake Morgan
Go behind the scenes with customer experience speaker, and founder of CXO House Blake Morgan to explore the secrets of the world's most customer-centric companies.
Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that 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 who provide simple, tangible advice you can immediately apply in 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 for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that 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 who provide simple, tangible advice you can immediately apply in 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 for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Episodes
Mentioned books
Dec 12, 2023 • 31min
The Power of Proactive Analytics: Driving Smarter Customer Experiences
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.
Dec 5, 2023 • 30min
Customer Loyalty in Fintech: Trish Wethman's Transformational Approach
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.
Nov 28, 2023 • 35min
Unlocking the Power of Unreasonable Hospitality: Insights from Will Guidara
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.
Nov 21, 2023 • 30min
Is Apple Product-Centric or Customer-Centric? A Conversation with Colin Shaw
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.
Nov 14, 2023 • 29min
How To Build Trust In Customer Experience
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.
Nov 7, 2023 • 29min
Moving Contact Centers From SLAs to Experience Level Agreements
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.
Oct 31, 2023 • 29min
Make The Customer Experience Business Case With Storytelling
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.
Oct 24, 2023 • 31min
The Future of The Contact Center's Role in Customer Experience
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.
Oct 17, 2023 • 34min
Crafting The Customer Experience For People Not Like You
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.
Oct 10, 2023 • 31min
Leading with Vulnerability in the Contact Center
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.
