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
Jul 16, 2024 • 31min
Enhancing Customer Experience with AI in Contact Centers
Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Teleperformance is implementing AI to enhance customer service, address change management challenges, and improve productivity. 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.
17 snips
Jul 9, 2024 • 29min
Big Bets for Big Wins: Leading Through Extreme Change and Digital Transformation
John Rossman, author of 'The Amazon Way' and 'Big Bet Leadership', shares leadership strategies for extreme change and digital transformation. He discusses the importance of creating clarity, maintaining velocity, and taking big bets for business success, focusing on AI, cost reduction, and customer-centric operating models.
Jul 2, 2024 • 4min
New Book Out Today! The 8 Laws Of Customer-Focused Leadership
TODAY'S THE DAY … My new book hits the shelves! There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics. I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer," is now available. The book explores eight themes, each with its own dedicated chapter. To learn more about my new book please visit www.8CXLaws.com 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.
Jun 25, 2024 • 28min
Transformative Strategies for Customer Experience Excellence
This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs. Joseph emphasizes the significance of emotional connection in customer interactions, securing C-level buy-in for impactful customer experience initiatives, identifying essential metrics for tracking CX success, and advocating for a balance between cutting-edge technology and the human touch. 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.
Jun 18, 2024 • 32min
Customer-Centric Marketing: How CMOs Drive Brand Loyalty and Growth
Alison Hiatt, CMO at Vera Bradley, shares insights on customer experience, CX strategies, and understanding customer behavior in marketing. The discussion covers the evolution of marketing, essential traits for a CMO, managing information overload, morning routines, and work-life balance.
Jun 12, 2024 • 29min
Building a Customer-Centric Marketing Tech Stack: From Personalization to Post-Sale Success
Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences. In this week's episode of The Modern Customer podcast, Darrel Alfonso, Director of Marketing Strategy and Operations at Indeed.com, shares his expertise in constructing and leveraging a successful marketing technology stack. 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.
Jun 4, 2024 • 31min
How to Break Down Silos and Enhance B2B Customer Experience
Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynamics. This week on The Modern Customer podcast, John Durocher, Chief Customer Officer at Calix, brings decades of expertise demonstrating how robust infrastructure and strategic restructuring can revolutionize B2B CX. His practical insights reveal how to build deeper, more meaningful client relationships by streamlining operations and fostering true collaboration across teams. 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.
May 28, 2024 • 31min
AI-Powered Contact Centers: Elevating Customer Experience and Efficiency
Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience. Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed this evolution closely. Her insights highlight how AI and cloud-based solutions are shaping the future of customer service. 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.
May 21, 2024 • 30min
2024 Retail Trends: Deloitte's Outlook on Loyalty, Customer Experience, and GenAI
The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challenges. Stephen Rogers, Managing Director of Deloitte's Consumer Industry Center, shares Deloitte's 2024 retail outlook, providing a strategic roadmap for retailers to thrive amidst this shifting landscape. 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.
May 14, 2024 • 28min
Winning Through Platforms
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.
