The Modern Customer Podcast

Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave.

Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Volkswagen Australia, Zappos, and Whirlpool.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world.

Bridging the gap between viewers and brands, Sarah Monahan, U.S. Head of Verticals at Roku, reimagines how streaming ads can shape a whole new customer journey.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

In a saturated market, customer experience transcends price and product: it's the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for customer experience (CX) practitioners.

Steven Van Belleghem is a CX influencer, and he's worked with leading companies like Disney, Mercedes, Heineken, and Booking.com. Immersed in customer-centricity thanks to his family's photography store, Steven learned the transformative power of genuine connection.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

As technology reshapes how we live and work, our expectations for banking are changing too. Convenience and personalization are becoming the new normal. JPMorgan Chase is injecting a dose of digital delight, with Chief Design Officer Kaaren Hanson mapping out and curating the digital customer experience for Chase customers.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail industry is changing and how brands can create a better experience for their customers. She talks about the importance of storytelling, personalization, and technology in creating a memorable retail experience.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

On this week's episode of The Modern Customer Podcast, Donna Drehmann, who has held customer service leadership roles at companies such as Postmates, Asurion, and TikTok, discusses the pivotal role of managing controllable elements such as training and quality assurance (QA) in contact centers.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing?

This is where customer experience (CX) emerges as the critical differentiator in retail. Martin Newman, with four decades of experience guiding consumer-facing giants like Harrods, Burberry and Ted Baker, delivers a stark reality: prioritizing cost reduction over the emotional and human aspects of the customer journey is unsustainable.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

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.

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.