Shows
The Modern Customer PodcastHow Canva Serves 230M+ Users with Customer Experience, AI, and DataCanva has over 230 million users. Their AI features? Used more than 16 billion times in the past year. So how does a company at that scale keep customer experience simple, human, and aligned? I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their design-driven soul. We talked about: The “bow tie” framework Canva uses to align teams across the full journey Why background remover became their most-used AI feature—and how business users deploy it at scale How Canva blends pro...2025-07-0121 min
The Modern Customer Podcast5 Customer Experience Trends Every Leader Needs to Act On NowWhat happens to companies that still treat CX as a competitive edge instead of the core of their business? Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service. In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re headed and the five trends you need to act on now: Generative AI is going from hype to help Personalization is really growing up Trust is the new currency Employee experience equals customer experie...2025-06-2405 min
The Modern Customer PodcastHow Hilton Grand Vacations Scales Customer Experience Across Nearly 200 ResortsWhat does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale. We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline. Ready to see what future-ready CX l...2025-06-1727 min
The Modern Customer PodcastExperience AI-Powered Customer Service Trained on Half a Billion CallsEver wonder what half a billion minutes of AI-powered customer service actually sounds like? On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It’s set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have aut...2025-06-1037 min
The Modern Customer PodcastHospitality Leadership and the Culture That Powers Great Customer ExperienceWhat does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts. With experience at Disney, Gaylord Hotels, Wynn Las Vegas, and The Cosmopolitan, Taylor now helps Fortune 500 companies build values-driven cultures that deliver real results. This conversation draws from his forthcoming book, Give Hospitality, focused on leading through values and culture. Key takeaways from...2025-06-0327 min
The Modern Customer PodcastPrudential’s 150-Year Culture of Customer Experience LeadershipHow does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week’s episode of The Modern Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions ✔️ Operationalizes voice-of-the-customer company-wide ✔️ Pilots agentic AI to streamline service at scale ✔️ Maintains trust in a highly regulated industry 🎧 Tune in now and learn how a legacy brand stay...2025-05-2725 min
The Modern Customer PodcastPowering 7.5 Million Customer Relationships: How NRG is Redefining Energy ExperienceHow do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode: ✅ Making customer experience visible in a behind-the-scenes industry ✅ A hub-and-spoke model for company-wide CX ownership ✅ Using AI to sup...2025-05-2022 min
The Modern Customer PodcastHow AI Powers Science, the Workplace, and Real-World ImpactWhat happens when AI becomes part of everyone’s job, from the research lab to daily workflows? In this episode of The Modern Customer Podcast, I speak with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together. We explore: ✅ How AI accelerates mRNA drug development ✅ How it boosts workplace creativity and smarter decision-making ✅ How it empowers caregivers to act with confidence ✅ What leaders must do to guide responsible adoption at scale Moderna’s approach shows what it really lo...2025-05-1333 min
The Modern Customer PodcastThe AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for ServiceWhat does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they’re building AI that scales globally and enhances every human interaction it touches. 🎧 Listen in for: ◦ Why AI needs guardrails, not guesswork ◦ The “smart intern” approach to respo...2025-05-0607 min
The Modern Customer PodcastReimagining Healthcare Experience Through Feedback and AIThe future of healthcare isn’t just digital—it’s deeply human. And AI is helping make that possible. This week on The Modern Customer Podcast, Heather Brace, Chief People Officer at Intermountain Health, shares how her team is transforming both patient and employee experience. By combining the power of AI with real-time employee feedback, they’re building a more connected, responsive, and human-centered healthcare system. In this conversation, Heather shares: ✔️ How AI is helping doctors stay present and build trust with patients ✔️ Why transparent feedback is reshaping leadership culture ...2025-04-2912 min
The Modern Customer PodcastWhy Most AI in CX Is Missing the Mark—and What Comes NextMost AI chatbots are built to answer FAQs—but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions. That’s where most GenAI tools fall short—and where agentic AI steps in. On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX. We cover: ✅ Why most chatbots c...2025-04-2218 min
The Modern Customer PodcastHow Creative Thinking Unlocks the True Power of AI in CXThe missing piece in AI-powered CX? Creative thinking. This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas. We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation. Inside the episode: ✔️ RAG: The new standard for self-service ✔️ Agent co-pilots that reduce training time ✔️ Smarter automation that actually delivers 🎧 Listen now and let me know how you’re combining creativity with AI in your own work. 2025-04-1511 min
The Modern Customer PodcastThe $1.3 Trillion CX Opportunity: It Starts with Creative AI LeadershipAccording to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation. Key insights from the report: 77% of executives say CX is a top strategic priority 72% believe AI will fundamentally reshape CX within three years Yet only 12% have a...2025-04-0822 min
The Modern Customer PodcastAgentic AI, Customer Resolution, and the Future of Zendesk’s CX VisionIn the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this e...2025-04-0312 min
The Modern Customer PodcastWhat Drives Customers to Buy—And What Holds Them BackThis week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers forward with confidence. If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away. Listen now—and discover how to turn hesitation into momentum. This episode is sponsored by Scay...2025-04-0131 min
The Modern Customer PodcastInside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX InnovationThis week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City. We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers. If you lead CX, EX, or digital transformation, this episode is packed with insights you can use. 🎧 Don’t miss this powerful conversation with one of the world’s most influential HR leaders. Bl...2025-03-2518 min
The Modern Customer PodcastAI and CX: The Shift Toward Smarter, Seamless ServiceAI is no longer a future concept—it’s here, transforming how businesses operate and how customers engage. In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it. Zack shares his insights on how AI is shifting CX from reactive problem-solving to seamless, proactive engagement. He explains why many businesses still treat CX as a cost center and how AI-driven automation will eliminate inefficiencies, personalize interactions, and un...2025-03-1836 min
The Modern Customer PodcastHow the 80/20 Rule, AI, and Leadership Drive Business GrowthIn this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact areas, optimizing processes, and leveraging AI to enhance—not replace—human roles. Under his leadership at OTC: 👉 Revenue grew by 43% 👉 Earnings increased over 80% 🎧 Listen now to hear Bill’s insights on scaling efficiently, prioritizing impact, and leveraging AI for smarter gro...2025-03-1133 min
The Modern Customer PodcastProving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced CostsCan AI actually improve customer experience while reducing costs? SAP Concur’s results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact. The results speak for themselves: ✅ 90% fewer searches per session—faster resolutions with less effort. ✅ 30% drop in case submissions—reducing strain on support teams. ✅ 9% year-over-year decrease in case volumes—proving AI’s role in driving efficiency. Michelle breaks down how SAP Concur b...2025-03-0431 min
The Modern Customer PodcastAI-Powered Marketing: How to Personalize Without Overstepping Customer Trust87% of customers engage more with personalized emails—yet too much personalization can feel intrusive. This week on The Modern Customer Podcast, Malinda Sandman, Senior Director of Global Acquisition and Partner Marketing at Intuit Mailchimp, shares how brands can use AI responsibly to build trust, increase engagement, and drive results. 📢 Key takeaways from the episode: 🔹 07:44 | How to personalize marketing without losing customer trust 🔹 11:15 | The power of AI-driven segmentation and predictive insights 🔹 14:51 | Why first-party data is the key to long-term marketing success 🎧 Don’t miss this conversation—tune in...2025-02-2525 min
The Modern Customer PodcastHow Coveo’s AI Helps Leading Organizations Personalize at ScaleThis week on The Modern Customer Podcast, I’m joined by Sheila Morin, CMO of Coveo, whose career spans L’Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty. We explore how Coveo helps leading brands like United Airlines, SAP, and Xero thrive with AI, the latest trends in generative AI, and what CX leaders need to know before implementing AI. AI has the power to transform customer experience—but only if it’s built on trusted data and...2025-02-1832 min
The Modern Customer PodcastBuilding A Customer-Centric Culture Through Operations At T-MobileThis week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale. With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer service. The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience. Listen now for insights on building a sc...2025-02-1125 min
The Modern Customer PodcastBuilding a Service Culture: Practical Strategies for Customer Experience SuccessThis week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture. With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees. The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering fron...2025-02-0427 min
The Modern Customer PodcastProactive Strategies for Customer Success: Personalization, Relationships, and AI This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results. Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS lan...2025-01-2820 min
The Modern Customer PodcastInnovation and Creativity in Customer Experience: Leading with Purpose in 2025This 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 innovat...2025-01-0728 min
The Modern Customer PodcastHow Hotels Can Deliver Unforgettable Guest ExperiencesThe 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 addres...2024-12-3028 min
The Modern Customer PodcastLeading with Vulnerability in the Contact CenterMost 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...2023-10-1031 min
The Modern Customer PodcastMorgan Stanley CMO Alice Milligan Shares How the Brand Balances Legacy and InnovationMorgan Stanley CMO Alice Milligan is tasked with balancing legacy and innovation for a company founded nearly 90 years ago that has become one of the biggest names in finance. It’s a common dilemma for companies: how do you balance holding on to the brand legacy while embracing the future? This episode is sponsored by Thinkific. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 2023-04-0434 min
The Modern Customer PodcastThe Secret To Data-Driven MarketingDo your marketing efforts feel like a shot in the dark? It doesn’t have to be that way. With the power of today’s abundance of data, brands can use a measured and data-driven approach to build an agile and compelling customer experience. According to Tiffany Perkins-Munn, Head of Data and Analytics at J.P. Morgan Chase, this isn’t the old way of marketing. Data-driven marketing starts with collaboration and cohesion between all areas of the company, including marketing, sales, and operations. Combining these capabilities through the lens of innovation ensures companies deliver the best...2022-07-1934 minThe Modern Customer PodcastHow To Stop Interrupting And Start Empowering CustomersFor decades, companies built brands by interrupting customers. It was the 30-second ads that interrupted a person’s TV watching, the banner ad that interrupted their internet browsing, or the commercial that interrupted their streaming show. But those days are over, says Jeff Rosenblum, co-founder of Questus. Companies need to move towards empowering their customers instead of interrupting them. Rosenblum admits that interrupting can be effective at building brands, but that doesn’t mean customers appreciate being interrupted. When talking with friends or family, an interruption is one of the most annoying ways to communicate—and that...2022-01-0434 minThe Modern Customer PodcastThe Importance of Customer Identity LoyaltyHow do customers come to form a sense of who they are? Brands often focus on loyalty, but much of that loyalty was thrown out the window during the pandemic as customers reevaluated their priorities and tried new products and services. But even with turmoil and change, some customers stayed loyal to their favorite brands. The difference in these levels of loyalty often comes back to identity loyalty. Dr. Americus Reed II, best-selling author and marketing professor at The Wharton School, created the concept of identity loyalty to examine the psychological reasons behind why...2021-12-2835 minThe Modern Customer PodcastHow to Leverage Data to Improve PersonalizationToday’s customers expect brands to remember their likes and dislikes, which means personalization is table stakes, especially in e-commerce. Delivering a solid personalization experience starts by leveraging customer data to understand their needs and preferences and adjust the experience in real-time. Julie Penzotti, principal data scientist at Zulily, says the company collects more than 5 billion clickstream events of data every day. That data shows the company what items each customer is interested in, how long they spend shopping, and even what items they see but pass by. That treasure trove of data is used to c...2021-12-2136 minThe Modern Customer PodcastUsing CX Metrics to Embrace and Improve Customer PainCompanies have two choices when it comes to customer pain: hide from it or embrace it. Nate Henderson, CEO of BILT, chooses to feel customer pain and use it as a driving force behind creating an amazing experience. That mindset and customer focus is a large reason BILT has seen consistent triple-digit growth in the last few years. BILT was created to address a common customer pain point: assembly. Henderson wondered why companies relied on paper instruction manuals when technology had moved so far past that. BILT is a free app that partners with manufacturers of all t...2021-12-1432 minThe Modern Customer Podcast3 Ways Rothy’s Turns Customers into Brand AdvocatesWith its stylish and comfortable shoes and bags made out of recycled plastic water bottles, Rothy’s bridges the gap between fashion and sustainability. But it has also tapped into the holy grail of customer experience: word-of-mouth marketing. Rothy’s shoes were originally designed for women on the go who needed comfortable shoes that were still stylish. Many Rothy’s customers share similar stories of trying different types of shoes before finding Rothy’s and jumping into a sustainable brand that helps them look and feel good. Rothy’s customers are fiercely loyal to the brand and of...2021-12-0730 minThe Modern Customer PodcastHow To Successfully Use NPSNet Promoter Score, or NPS, is one of the most widely used customer experience metrics across all industries. But according to its creator, Fred Reichheld, countless companies are doing it wrong and end up abusing the system. The Net Promoter System involves asking a simple question to customers, typically after an interaction with a brand—how likely are you to recommend the brand or company to family and friends? Best-selling author Reichheld says the core principle of NPS is love and the idea that you should treat others the way you would want a loved one...2021-11-3033 minThe Modern Customer PodcastConversational AI is the Future of CXEvery day, we text to communicate and quickly share news and questions with our family and friends. Why can’t contacting a brand be that simple? That’s the question that caused Mike Myer to create the digital CX company Quiq. As CEO, Myer has a unique view of the future of conversational AI and its power to transform customer experience. Conversational AI allows customers to chat with human agents or bots through text on a variety of channels and quickly and conveniently get the information they need. One channel Quiq’s customer...2021-11-2334 minThe Modern Customer PodcastHow To Deliver B2B CX In a Post-COVID WorldCustomer expectations have changed over the past 18 months of a pandemic, leaving brands with the challenge of pivoting and adapting not only to a new way of living and working but also to a new way of interacting with and serving customers. Scott Finlow, CMO of PepsiCo Foodservice, has noticed two major trends during the pandemic. First is that people are looking forward to re-entering the world and having meaningful connections. As they do so, they want to try new products and have new experiences. Second, people are looking for more purpose in their lives and in t...2021-11-1635 minThe Modern Customer Podcast3 Steps to Practice Long-Term ThinkingThe last nearly two years have been dominated by short-term thinking. With the pandemic and world changing so rapidly, most companies had to abandon long-term plans to focus on what’s right ahead of them. In our personal lives, most of us are more focused on getting through the day than working towards our long-term plans. Short-term thinking isn’t bad, but according to Dorie Clark, author of The Long Game, we can’t live our whole lives in emergency mode. When individuals and companies are too focused on short-term thinking, we miss the chance to proactively direct...2021-11-0932 minThe Modern Customer PodcastWhat Modern Customers Want In a Real Estate ExperienceTo say the real estate market in 2021 is a wild ride would be an understatement. Anyone who has looked at buying or selling a home recently can understand the roller coaster of emotions in this crazy climate. But the ups and downs of real estate, especially in the current fast-moving state, require a special focus on relationships and customer experience. According to Deanna Haas, SVP of customer experience at SOLD.com, one of the biggest challenges for consumers navigating the real estate world is the abundance of options. Aside from the traditional ways of...2021-11-0234 minThe Modern Customer PodcastHow to Implement AI Marketing in 5 StepsThe future of marketing is artificial intelligence. But marketers are often faced with technical jargon and code instead of tactical ways to improve their strategies. Author and marketing professor Raj Venkatesan says marketers don’t have to know how to code, but they do need to understand the concepts of AI to build smart strategies and deliver superior customer experiences. In his new book, The AI Marketing Canvas, Venkatesan breaks it down to a five-stage road map of how to implement AI in marketing. Before embarking on that roadmap, marketers need to understand the goal of A...2021-10-2634 minThe Modern Customer PodcastHow To Be A Better Leader for Customers and EmployeesLike nearly everything else in the world, leadership has changed dramatically over the last 18 months. Leaders are now faced with a new set of priorities and challenges as they lead their organizations in a rapidly changing world and lead teams and customers who are facing struggles and changes of their own. Liz Wiseman, author of Multipliers and Impact Players, says that leaders who want to lead through uncertainty have to lead differently. Too often, leaders who are trying to do the right thing slip into the role of having to have all the answers. But to...2021-10-1934 minThe Modern Customer PodcastHow David’s Bridal Launched A Successful Loyalty Program During A PandemicMost people don’t associate bridal stores with loyalty programs. Especially in the middle of a global pandemic when most weddings were postponed or downsized. But the David’s Bridal loyalty program Diamond, launched in December 2020, is defying the odds and has already paid dividends with huge amounts of loyal and satisfied customers. The program was created as part of David’s Bridal’s transformation to return customers to the center of the experience. CEO Jim Marcum said the company had lost its way by not focusing on what brides needed to make their weddi...2021-10-1212 minThe Modern Customer PodcastHow David’s Bridal Used Digital Transformation To Update Its CX (Part 1)Undergoing a digital transformation is challenging enough, let alone in the wedding industry during a global pandemic. When Jim Marcum became CEO of David’s Bridal in 2019, he was tasked with turning around the 70-year-old company and creating innovative and personal experiences for modern brides. Much of that change has come in the form of a continued digital transformation. Marcum started by looking for friction points and missed opportunities by meeting with teams throughout the company and paying close attention to customer feedback. From there, David’s Bridal created a customer-first digital strategy that specifically addressed the frictio...2021-10-0533 minThe Modern Customer Podcast3 Ways Customer Preferences Are Evolving In BankingBanking used to be a completely people-oriented business. Customers chose the bank that was closest to their neighborhood and went inside to interact with bankers for every transaction and question they had. But now, what customers look for in a bank and how they interact with their money is changing. Customers now bank more digitally and want convenient technology-driven solutions. According to Beth Johnson, CXO of Citizens Bank, delivering a strong banking experience is now about tapping into customer needs holistically by leveraging technology, data and in-person interactions. The goal of modern financial institutions is to drive ch...2021-09-2831 minThe Modern Customer PodcastHow To Create Remarkable Experiences Customers Want To ShareWhen it comes to marketing, word of mouth is considered the Holy Grail. There’s nothing better for companies than customers sharing experiences and talking with family and friends. And that often comes from customer experience efforts, not traditional marketing campaigns. Dan Gingiss, author of The Experience Maker and Winning at Social Customer Care, says that CX and marketing are coming closer and closer. In many ways, CX is one of the most powerful tools for marketing. A great customer experience strategy is the best way to get people talking about a brand. The key is t...2021-09-2132 minThe Modern Customer PodcastCOVID Customers Are Counting On You—Are You Rising To The Occasion?It’s been a long 18 months of pandemic life, and customers are feeling the stress and fatigue of constant uncertainty and chaos. They are yearning for a break and a chance to feel calm and normal. But when they try to escape with a night out or a trip, they’re met with disappointing service. Companies have to stop using COVID as an excuse for bad service. That’s especially true in industries like hospitality, air travel and restaurants. Yes, there are issues with staffing and turnover, but brands need to figure it out so they can...2021-09-1430 minThe Modern Customer PodcastThe One Thing Every Contact Center Bot NeedsIf you ask customers if they want to talk to a bot, most people would likely say no. For years, bots have gotten a bad rap for their nonsensical answers and inability to understand. But if you ask customers if they want to get correct answers quickly, they would likely all say yes. Modern bots are one of the best and most scalable ways to offer faster, correct service. According to Ben Rigby, VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning at Talkdesk, it’s all about reframing how customers think of bots and how...2021-09-0731 minThe Modern Customer PodcastHow To Engage Customers In An Uncertain WorldThe past 18 months have brought unthinkable tragedies and uncertainty to the entire world and changed how most people live, work and interact with companies. But according to Jon Picoult, author of From Impressed To Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, out of every crisis comes opportunity. Even with the chaos and uncertainty, there are opportunities to strengthen relationships and improve customers’ lives. Engaging with customers in an uncertain world starts by really understanding them, including their new and emerging needs and fears. What matters to customers and what they look for in a...2021-08-3132 minThe Modern Customer Podcast6 Steps To Build Returning CustomersGrowing a business is all about gaining customers and getting sales. And far easier and less expensive than attracting new customers is turning existing customers into regular, returning customers. CX expert Shep Hyken says the key to building return customers is to discover the typical pattern of return customers and then replicate that experience for new customers. All companies should get people into the cadence of doing business with them regularly, but the timeline of that regularity—be it weekly, monthly or annually—changes based on the industry and type of business. In his new book...2021-08-2432 minThe Modern Customer PodcastHow To Deliver Effective Hyper-Personalized ExperiencesIt’s no secret that modern customers crave personalization. Efforts to tailor experiences to customers’ needs are foundational to a strong CX strategy. But the next step of personalization is here: hyper-personalization. According to Raj Badarinath, CMO of Algonomy, hyper-personalization has three main characteristics: It focuses on individuals, not segments. Even if two customers have some similar qualities, they each have a unique experience that meets their exact needs. It creates experiences in real-time. Hyper-personalization delivers offers right when customers need them most. It uses AI and machine learning to improve over time. Hyper-personalization effort...2021-08-1734 minThe Modern Customer PodcastHow Better Health Helps Customers Do Hard Things EasilyThe goal of every company should be to make their customers’ lives easier, even if it makes their work harder. But that becomes even more important in a company serving customers with chronic health conditions. Naama Stauber Breckler is CEO and co-founder of Better Health, a company focused on helping people with chronic conditions manage day-to-day life at home. Through innovative end-to-end solutions that bundle the delivery of medical supplies with education, peer support and telehealth services and an intense customer focus, Breckler and her team make it possible for customers to do hard things easily. Th...2021-08-1031 minThe Modern Customer PodcastCOVID Taught Us The Importance Of CommunityOf the things that were lost because of the COVID pandemic, one of the most impactful was the loss of community. Instead of interacting in person and learning and growing together, we were forced to do things by ourselves or be separated by computer screens. So much of how we learn in business and our personal lives happens in person. But that was lost during COVID as our opportunities to learn through in-person classes and events were eliminated. Without a personal and professional community, the last 18 months have been extremely difficult for most people. We wer...2021-08-0311 minThe Modern Customer PodcastHow To Create Honest Experiences For WomenWomen are powerful influencers and consumers, but they are often forgotten or overlooked by brands. Even though women control the majority of household spending decisions and contribute to the economy at record levels, they are often stereotyped when it comes to marketing and customer experience. Instead of pushing women to the back or creating superficial experiences, brands need to make women front and center in every product they design and experience they create, says Michelle Kennedy, CEO of Peanut, a social network for women. Kennedy says the key to creating honest experiences for wom...2021-07-2735 minThe Modern Customer PodcastThe Importance Of Performing A CX AuditIn many companies, the customer experience happens by accident without much strategic thought. But a truly customer-centric culture and experience requires a thoughtful strategy and continual adjustments and improvements. And a large part of that is performing a CX audit. Jamie Haenggi is Executive Vice President and Chief Customer Officer at ADT, where she is focused on designing the CX journey across the entire company for its 6 million customers. One of Haenggi’s recent projects is an in-depth look and audit of the entire customer experience journey. The goal of the CX audit was to...2021-07-2034 minThe Modern Customer PodcastThe Rise Of Chief Experience OfficersOver the last few years, more and more companies have created Chief Experience Officer positions, elevating the customer experience to the C-Suite. One person who stepped into this new role in 2019 was Julie Bowerman, Chief Global Digital Customer and Consumer Experience Officer of Kellogg's. The titles and responsibilities of Experience Officers vary depending on the company, but the growth of the role shows the importance of customers in successful organizations. Although Bowerman has more than 20 years of experience building household name brands, this is her first role as a Chief Experience Officer. She is also the first p...2021-07-1336 minThe Modern Customer PodcastHow To Simplify Digital TransformationEven with innovations to medicines and treatments, how the pharmaceutical industry interacts with patients and customers has largely stayed the same for decades. But one company is breaking through the push and sell method with a large-scale digital transformation to disrupt the industry. Davidek Herron, Global Head of Digital at Roche Pharmaceuticals, believes that all companies can—and must—undergo digital transformations to provide value to their customers. Instead of simply doing things how they’ve always been done, companies in all industries must focus on finding gaps and adding value for their customers. As wit...2021-07-0631 minThe Modern Customer PodcastCustomer Experience Starts With Company CultureWhen it comes to creating experiences customers remember, employees are your first line of defense. According to Doug Woodard, CCXO of SimpliSafe, culture is transparent to customers. To create a strong customer experience, Woodard first works to create a strong company culture and employee experience. How it feels to work at a company is also how it feels to be a customer there. If employees feel empowered and valued at a company, customers will also feel the same way. But if employees feel overworked and frustrated, those same feelings will come through to customers. C...2021-06-2932 minThe Modern Customer PodcastWhy Master Data Management MattersHow long has a customer been with the company? Who lives in their household? What future products and services might they enjoy? The answers to all of these questions are available through master data management. Data is central to creating personalized customer experiences. And the future of data analytics is master data management or MDM. Master data management creates a centralized place for companies to store and manage customer data. Patrick Terry, SVP, Head of Enterprise Data & Analytics at Heartland Financial, says that companies must be consistent with how they use data if the...2021-06-2233 minThe Modern Customer PodcastThe Biggest Mistake Companies Make In Digital TransformationCOVID highlighted the need for every company to be digital. But many companies face challenges when undergoing a digital transformation. According to Nigel Vaz, CEO of Publicis Sapient, all companies need to challenge the status quo as they adopt new digital strategies and solutions. He says the biggest mistakes companies make happen at the start and the end of the digital transformation. The first mistake is not being clear on where the digital transformation starts and why. Some companies simply pick an area to transform and set the large-scale transformation in place without thi...2021-06-1537 minThe Modern Customer Podcast3 Crucial CX MetricsThe wireless industry may be the most competitive in the world. To attract more customers, companies are constantly working to improve their services. That means delivering seamless, convenient experiences that modern customers crave. T-Mobile’s goal is to make customers’ lives easier as it connects them to the world. Competing on customer experience requires a strong understanding of the effectiveness of products, services and the overall experience. And that comes down to data, says Jon Freier, EVP of Consumer Group at T-Mobile. There are numerous metrics to measure customer experience, but Freier looks at thre...2021-06-0132 minThe Modern Customer PodcastHow Kate Johnson Leads Change At MicrosoftWhen Kate Johnson became president of Microsoft US four years ago, the stock price was at $44. Today, it’s around $260. What’s the reason for the immense growth? Continual digital transformation and a commitment to change. At Microsoft, Johnson is a powerful change agent who works with CEO Satya Nadella and other executives to set the company on a fast track to the future. Johnson believes that companies can have all of the ingredients for success, including a strong mission and employee experience. But if they don’t have a culture that enables change, their success...2021-05-2543 minThe Modern Customer PodcastAn Economist On Why Price Gouging Regulation Actually Caused More COVID Cases And DeathsAt the height of the COVID pandemic in spring 2020, toilet paper and hand sanitizer were the hottest items on store shelves. The search for these essential items grew to a fever pitch, with customers lining up for hours and scouring the internet to get their hands on these hot commodities. As demand skyrocketed and shelves cleared, many states and retailers put price gouging regulations into effect. But those efforts to help consumers may have actually led to more COVID cases and deaths. Gavin Roberts, assistant professor of economics at Weber State University, studied the...2021-05-1837 min
"You're In Charge" with Glenn PaschIs Customer Experience More Than a Buzzword? with Blake MorganIn this episode, Glenn Pasch and Blake Morgan dive deep into what customer experience really means for business. Too often terms are thrown around as buzzwords but Blake feels that without a focus on the end experience, you are just hoping you succeed. Through her experience with event planning, which is all focused on the experience customer's encounter to large corporations engaging with customers, Blake share her perspective on how she helped Fortune 500 companies pivot to connect to their audience. A fantastic conversation with a passionate individual who does not hold back. And wait for th...2021-05-1243 minThe Modern Customer PodcastHow the Former Impossible Foods Brand Lead Created A Plant-Based Drink BrandOf all the industries to break into, the beverage space is among the most difficult. The hyper-competitive market and domination from big brands make it incredibly challenging for entrepreneurs to get their products on shelves. But Jordan Schenck has experience and grit on her side. As the former Head of Global Consumer Marketing at Impossible Foods, Schenck knows how to build a plant-based food brand. She spent nearly four years traveling the world and talking to people about their relationship with plants and played a huge role in the growth of the plant-based trend. She used that e...2021-05-1135 minThe Modern Customer PodcastHow To Meet Customers Where They Are With Knowledge ManagementIt’s something all customers have faced: they have a problem or question, but the only way to resolve it is to wait on hold with the contact center or fill out a contact request form. The process is long and frustrating. Modern customers want another approach to solving their problems. Knowledge management is a way to connect the dots and keep communication lines open with customers. Instead of companies holding all the answers, knowledge management shares resources like articles and self-service portals so customers can solve their own issues and provides a platform for communication across all...2021-05-0434 minThe Modern Customer PodcastThe State Of The Economy In 2021Saying 2020 was a rocky year may be the ultimate understatement. But after the turmoil and uncertainty, customers, brands and investors want to know what the economy looks like in 2021. According to Fox Business Network’s Charles Payne, there’s reason to be extremely optimistic. In 2021, consumer savings are near record highs. That, combined with government stimulus money, means that there is a lot of money and the ability to spend it once consumer confidence levels pick up. Part of the reason to expect economic growth in 2021 is the concept of revenge shopping or revenge...2021-04-2023 minThe Modern Customer PodcastHow To Be A B2B Marketer In A PandemicTechnology doesn’t stop during a pandemic. Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology. But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge. VMware CMO Carol Carpenter stepped into her role in the middle of the COVID pandemic and had to quickly move to virtual marketing. Although there have been challenges, she says B2B marketing during a pandemic has also had some positive impacts. The root of Carpente...2021-04-1336 minThe Modern Customer PodcastHow To Build A Loyalty Program In A Post-COVID WorldLoyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today. According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their customers in the way they expect to be served. Those opportunities have changed even more over the last year with the global COVID pandemic. One of the biggest trends coming out of COVID is the un-calendarized year, meaning that everything has shifted from when it normally...2021-04-0633 minThe Modern Customer PodcastHow Birchbox Meets Customers Where They AreThe beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items. But what about customers who care about their skin and beauty but don’t want to spend the time finding and trying new products on their own? These are known as casual consumers. They want to try new things but are often overwhelmed or don’t have time for the number of products on the market. Most beauty companies market to serious consumers, making casual consumers an unserved market, says Al...2021-03-3031 minThe Modern Customer PodcastHow Urban Air Pivoted To Thrive During COVIDRunning the largest adventure park company in the country comes with challenges—especially during a global pandemic. There’s no playbook for this type of scenario. But Michael Browning, founder and CEO of Urban Air, knows that speed and innovation always win, which fueled his strategy to react to information quickly as it came in. Reacting with speed allowed Urban Air to not only survive the pandemic but to thrive and find new ways to expand and grow. Browning encourages his franchisees and staff to stay close to customers and get their feedback. Altho...2021-03-2335 minThe Modern Customer PodcastHow To Be An Effective Virtual CommunicatorA year ago, most of us were speaking in meetings full of team members or giving presentations to rooms full of people. But those faces have now changed to boxes on a screen, and our messages have moved from in-person to virtual. Being an effective communicator is a challenge on its own, but doing it virtually adds even more complications. According to Matt Abrahams, co-founder and principal at Bold Echo Communications Solutions, virtual communication only accentuates the challenges we’ve always had with public speaking. He says being an effective virtual communicator requires overcoming three chal...2021-03-1636 minThe Modern Customer PodcastHow One Mom Created An Organization To Help New MomsJust weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City street corner, diapers in hand, she started crying. It was at that moment she realized how fortunate she was to be able to quickly get the necessities for her baby when mothers around the country didn’t have the same ability. That experience led Steinhardt to create Welcome Baby USA, a nonprofit focused on providing at-risk and low-income mothers with the essentials for their baby’s first month of life...2021-03-0933 min
The Modern Customer PodcastBranding In The Era Of Racial Justice2020 changed the world in many ways, including a renewed push for racial justice and equality in the United States. That demand must now be echoed in how companies brand and market their products. With increased calls for racial justice, Kirstyn Nimmo saw how she could bring her marketing expertise and experiences as a Black woman to help brands act authentically and impact racial equality. Nimmo founded Good Worx and consults numerous big brands on social causes. Branding in the era of racial justice brings unique challenges, but also new opportunities to connect with customers and ma...2021-03-0228 minThe Modern Customer PodcastAn Innovative Approach To The Future Of ReturnsIt’s a common experience for online shoppers: an item arrives in the mail, either doesn’t fit or is no longer needed and now must be returned. But the process of making the return is cumbersome and requires printing shipping labels, packaging the item, making a trip to the post office and then waiting up to a few weeks to get the refund. With all the advancements in customer experience and online shopping, the return process for many companies has stayed the same—inconvenient and outdated. But an innovative approach to returns improves...2021-02-2329 minThe Modern Customer PodcastWhy Search Matters To E-Commerce Now More Than EverE-commerce has seen tremendous growth during the COVID-19 pandemic. But with so many customers going online, it’s never been more important for brands to make their products visible. According to Sarah Hofstetter, President of Profitero, search is the hottest and most important topic in the e-commerce world right now. When customers shop in stores, they tend to browse until something catches their eye. But when customers shop online at places like Amazon, they already have a brand or category they are looking for. Instead of just seeing what’s out there, customers come to buy wi...2021-02-1631 minThe Modern Customer PodcastBehind The Scenes Of The Early Days Of AmazonBefore Amazon became one of the world’s largest retailers, it was simply an online bookstore shipping items within the U.S. But even in its early days, founder and CEO Jeff Bezos had a vision to build earth’s most customer-centric company. That mentality still holds strong today and is a driving force behind Amazon’s continual success. Colin Bryar joined Amazon in 1998, just four years after it was founded. Of his 12 years on the Amazon leadership team, he spent two of them working as Bezos’ Chief of Staff, where he had an inside v...2021-02-0927 minThe Modern Customer PodcastWhat Modern Customers Want In Light Of COVIDNearly a year into the global pandemic, what modern customers are looking for in the brands they interact with has permanently changed. At the top of the list of customer priorities are health and safety. Research from Volvo and Harris Poll found that COVID has altered the mindsets of consumers. In an unpredictable world, customers are looking for stability from brands they know and trust, which often translates into safety. Despite economic uncertainty, Volvo has seen growth and success during the pandemic. According to Jim Nichols, Head of Product, Technology & Brand Communications at Vol...2021-02-0233 minThe Modern Customer PodcastWhat Does Customer Loyalty Mean In 2021?It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery. Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it. According to Bram Hechtkopf, CEO of loyalty marketing and technology company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their emotional loyalty, or how they feel about a brand. Hechtkopf breaks emot...2021-01-1932 minThe Modern Customer PodcastHow Bank Of America Pivoted To Serve Contactless CustomersFor many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services. The challenge now becomes how to pivot to best serve contactless customers. According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline. Bank of America’s strategy has always been to...2021-01-1231 minThe Modern Customer PodcastHow To Modernize Customer Interactions For The Smartphone EraIt’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person. In recent years, many aspects of customer experience have been modernized and streamlined, such as the growth of chatbots and AI. However, even with these advancements, most customer interactions have stayed stagnant and without context. But that w...2021-01-0532 minThe Modern Customer PodcastBlake’s 5% Rule For New Year’s ResolutionsIt’s the time of year when everyone is making New Year’s resolutions and setting goals for the coming year. What do you hope to achieve in 2021? How do you want to improve yourself and your career? For many of us, it’s been a complicated year and we’re looking for some change and improvement. But too often we fall into the trap of thinking we have to reinvent the wheel and start completely fresh. If we want to make more money, we have to start a brand new business. If we want to...2020-12-2912 minThe Modern Customer PodcastBlake's Top 5 Customer Experience Predictions For 2021Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end up influencing businesses and customers. But in 2020, no one could have predicted the COVID-19 pandemic. It’s been a tough year. Between the pandemic, shutdowns and economic downturn, we’ve also faced environmental issues, a divisive election in the U.S., racial injustice and much more. These events might not seem tied to customer experience, but we don’t live or work...2020-12-1522 minThe Modern Customer Podcast7 Trends Shaping CX In 2021After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services. But just because 2021 is a new year doesn’t mean 2020 is gone and forgotten. The global pandemic and unrest of the year will stick with customers for the long term and greatly influence how they interact with companies going forward. With more virtual events and interactions than ever before, customers want human connection. The 2021 Deloitte Global Marketing Trends Report highlights seven trends shaping customer experience and business growth in 2021: Purpose, Agil...2020-12-0831 minThe Modern Customer PodcastHow The Pet Industry Adapted During COVID2020 has been a strange year. Many people coped with the loneliness and uncertainty of lockdowns and quarantines by adding a furry friend to the family. Pet ownership is way up because of the pandemic and has caused the pet industry to pivot and adapt. As the number of customers has greatly increased, the pet industry has also had to deal with pandemic restrictions and changing health regulations. The only way to survive has been to stay close to customers, adopt digital solutions and pivot. Brian Garish, president of Banfield Pet Hospital, said that although the wa...2020-12-0132 minThe Modern Customer PodcastHow Belvedere Vodka Shares Its Story Through CXHow do you create an experience around an all-natural vodka that shows its history and sustainability? Learn to tell a good story. Belvedere Vodka has long been known for its great quality and super-premium product, but only recently has the company began to focus on its historic roots and sustainable efforts. Sharing the story adds to the experience and helps customers feel more connected to the brand. Shifting To Storytelling Instead of simply rattling off talking points and qualities of its all-natural vodka, Belvedere turns to the power of storytelling. As customers are tr...2020-11-1731 minThe Modern Customer PodcastHow Shake Shack Grows Its Brand Through CXIf you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-inspired approach to burgers and fries. The restaurant uses real ingredients, fresh flavors, and great chefs to make food to order. The wait might be a little longer, but customers don’t mind standin...2020-11-0330 minThe Modern Customer PodcastWhat Marketers Really Need To Know About Gen ZFor years, experts have talked about millennials and looked towards the future of Generation Z, the generation to follow. But Gen Z is now here and already having a massive impact, both as employees and as consumers. Marketers need to understand Gen Z to realize its full impact and to separate the truth from long held myths. Generational researcher Jason Dorsey is an expert on all things Gen Z. He studies generational behavior so that leaders, marketers, employers and others can understand the differences between each generation. But he warns against putting generations in boxes. The wide ra...2020-10-2731 minThe Modern Customer PodcastHow Digital Transformation Is Helping Create A COVID VaccineIn the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits. But it’s not just pharmaceutical companies that are in the race to create a vaccine. There are also companies helping behind the scenes with digital transformation. NECI and its president Tom Ramundo are working with pharmaceutical companies to create a digital stack so they can bring their product to...2020-10-2029 minThe Modern Customer PodcastHow Companies Can Involve Customers In The Fight Against Carbon EmissionsMost companies and consumers know they should fight against climate change and want to make a difference, they just don’t know how. With carbon emissions increasing across the globe, it can feel overwhelming to make a difference. Companies don’t know how to start or even if their efforts will pay off and actually have an impact. Austin Whitman is founder and CEO of Climate Neutral, a non-profit organization that makes it simple for companies to track and offset their carbon emissions and certifies companies that are actively working to reduce their carbon emissions. The go...2020-10-1432 minThe Modern Customer PodcastHow Retailers Can Build Trust In A Post-COVID WorldAfter months of quarantine and isolation, consumers are slowly starting to adjust to a new life with COVID-19. As stores reopen and re-adjust, they are faced with customers who are drastically different than they were just six month ago. According to Walter Robb, former co-CEO of Whole Foods, in order to transition and move forward, stores must re-build consumer trust. Moving forward in the pandemic starts by understanding what customers are thinking and feeling. Robb’s current company, S2G Ventures, recently published a report about the future of food in the age of COVID and uncovered man...2020-10-0734 minThe Modern Customer Podcast3 Pillars Of Customer-Centric HealthcareFor decades, healthcare has had a reputation of being bureaucratic and difficult to work with. Customers expect to have to jump through hoops and wade through confusion to find answers to simple questions or manage their care. But the future of healthcare is anything but difficult—it puts customers first to create convenient, proactive and personalized solutions. Kathy Klingler is Chief Consumer Experience and Marketing Officer for Blue Cross Blue Shield of Massachusetts, and she brings decades of experience in banking and other consumer industries. Her approach turns the traditional healthcare model on its head to put cus...2020-08-1831 minThe Modern Customer PodcastHow To Master Customer Experience LeadershipA customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and the future of work. As he was conducting research for his book, The Future Leader, he came across this startling statistic: most people become leaders in their mid to late 20s, but they don’t receive formal leadership trainin...2020-08-1135 min
The Modern Customer PodcastHow To Use Sales Funnels To Build Customer Experience With Russell BrunsonIt's no secret in a post-COVID world, much of the shopping is happening online. That said, the internet is a great opportunity for brands, but it can also be overwhelming for customers. Not all websites and online customer experiences are created equally. One of the best aspects of an online experience for customers and brands are sales funnels. According to Russell Brunson, co-founder and CEO of ClickFunnels, a sales funnel is completely designed around the customer experience. Traditional websites tend to have complex navigation systems with dropdown menus and lots of options. While some companies think providing...2020-06-1633 min
The Future Of Work With Jacob MorganThe Customer of the Future with Futurist Blake MorganBlake Morgan is a best-selling author, speaker and futurist who focuses on customer experience. Her new book, The Customer of the Future: Ten Guiding Principles for Winning Tomorrow’s Business, was just released on October 29. Creating great customer experience is critical for organizations looking to get and stay ahead. With all of the technologies we have and use on a daily basis (Netflix, Amazon, Spotify, etc…) as consumers we have come to expect personalized, easy, quick experiences. The problem is so many organizations are not keeping up with technology. Most, if not all, of us have stories abou...2019-11-041h 07Future Ready Leadership With Jacob MorganThe Customer of the Future with Futurist Blake MorganBlake Morgan is a best-selling author, speaker and futurist who focuses on customer experience. Her new book, The Customer of the Future: Ten Guiding Principles for Winning Tomorrow’s Business, was just released on October 29. Creating great customer experience is critical for organizations looking to get and stay ahead. With all of the technologies we have and use on a daily basis (Netflix, Amazon, Spotify, etc…) as consumers we have come to expect personalized, easy, quick experiences. The problem is so many organizations are not keeping up with technology. Most, if not all, of us have stories abou...2019-11-041h 07The Modern Customer PodcastThe Rise Of The Celebrity Chatbot: A Podcast With Christina MilianToday I bring you a special podcast interview with singer, actress and entrepreneur Christina Milian and her business partner Josh Bocanegra who together have built a company called Persona Bots. Persona Bots is a tech company that builds chatbots for celebrities. They've built chatbots for reality TV star Jwoww, literary film character Christian Grey, model Karrueche Tran, musician Kehlani and more. “Celebrities are the trendsetters. People want a way to speak to their fans in a way that’s real. They want their voice to be heard in a way that’s authentic,” said Milian. Celebrities today are brand...2017-04-1828 minThe Modern Customer PodcastBuilding A Brand Above The Fray: The Success Of Vera BradleyOne of the brightest and most recognizable accessory brands around is Vera Bradley. Its bold patterns and functional designs make it a desirable brand for purses, wallets, and more. But beyond the bright colors is a successful brand that had stood the test of time and showcases the importance of building a brand that lasts. No matter the industry, there is a ton of competition for customers’ attention and sales. It can be easy for companies to focus on staying ahead of the competition instead of building their own brand. However, if companies get too caught up in seeing wha...2017-04-1528 minThe Modern Customer PodcastBeing A Successful CMO Is About Asking The Right QuestionsB2B marketing is not for the faint of heart. Translating technical products and services and turning that into engaging content is not the easiest. Being a marketer in today’s complicated digital environment takes courage, patience and persistence. Being CMO isn’t for everyone—the average length of stay for a CMO is 18 months, not a lot of time to prove your worth. It’s important to turn results around fast and today’s podcast guest Susan Ganeshan knows how to do exactly that. Ganeshan has been CMO of text analytics and customer experience management vendor Clarabridge for two years...2016-05-3131 minThe Modern Customer PodcastHug Your Haters With Jay Baer: How To Embrace Complaints and Keep Your CustomersWhen you work in customer service and you’re dealing with an angry customer—it’s likely the last thing you feel like doing is giving them a hug. However this is exactly what author Jay Baer encourages you to do to improve your customer relationships. Baer’s newest book is Hug Your Haters: How To Embrace Complaints and Keep Your Customers. In the book Baer gives many examples of the various ways customer service has changed in today’s digital environment. Some of the challenges companies face include when "mom says yes and dad says no." When many...2016-02-0131 minThe Modern Customer PodcastPioneering A New Era of Customer EngagementYour brand is no longer defined by one marketing message but rather the daily interactions customers have with the brand. Brands today realize in an effort to differentiate with customer experience they need to go above and beyond with service.
You can't talk about customer service without talking about the technology that's driven customer service for the last thirty years. Namely, customer relationship management (CRM) technology. According to Davy Kestens, CEO of Sparkcentral and this week's podcast guest for The Modern Customer, there are multiple misconceptions about the CRM space.
CRM has become sales process...2015-09-0738 min