The Modern Customer Podcast

The biggest challenge for customer experience teams often isn't learning new technology, staying on top of trends, or connecting with customers--it's getting buy-in from executives and proving the ROI of their efforts.

Bryan Sanders, Head of CX, Market Research, Digital at AAA, recommends that customer experience practitioners take a unique approach: do CX on the leaders they're trying to engage with.

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

Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. But it requires continually listening to customers, measuring what matters, and ensuring data is passed to the right teams to make changes and improvements.

Diana Brown, SVP of Sales Operations and Customer Experience at XPO, involves leaders with the data through feedback loops. Leaders know the importance of data and see it first-hand by talking to employees about what is and isn't working and the tools they need to deliver a great customer experience.

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.

The abundance of data available to companies today presents incredible opportunities to personalize their experiences and serve customers like never before. Today's customer experience teams have the power to know so much more about customers, their preferences, and their history than ever.

But with technology advancements, privacy challenges, and cookie changes, it's also never been harder to be in marketing and advertising than it is today, according to Bill Bruno, CEO of customer data company Celebrus.

This episode is sponsored by Celebrus.

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

It takes a lot to stand out in the competitive DTC food delivery market.

But ButcherBox built a competitive advantage by staying true to one of its core values: being customer obsessed. Chief Product & Experience Officer Lesley Mottla says the value isn't just words on the wall—it's something leaders and employees are constantly talking about and living.

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

Morgan 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.

The foundation of delivering a fantastic experience to customers is listening to them. How can you provide relevant and personalized experiences without understanding your customers and hearing their feedback?

Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using their feedback to continually improve the experience. EVP and Chief Customer Officer Amy Shore says Nationwide's dedication to offering extraordinary care to its customers starts by listening to their feedback and ideas.

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

What does it take to build a disruptive, customer-centric company?

It starts with customer-centric leaders.

Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership.

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.

What's one of the biggest challenges of securing a sale? It's not rejection--it's indecisive customers.

Customer indecision is everywhere, from B2B buyers making big purchases to customers shopping for clothes online. And it's become even more evident as global and economic conditions become more uncertain. According to best-selling sales author Matthew Dixon, 40-60% of a salesperson's qualified pipeline will ultimately be lost to no decision. That's a significant loss of revenue and customer relationships.

*Sponsored by Thinkific

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

How do you reinvigorate a 135-year-old brand to connect with new and changing customers?

That's the question faced by Bibie Wu, CMO of Del Monte Foods.

Customers have changed drastically in the last few years, especially in the food industry. Even with changing trends, Del Monte stays grounded in the goodness of fruits and vegetables. In fact, with more people eating at home, managing their household budgets, and trying to put great food on the table, Del Monte has never been more relevant.

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

Looking at the consumer industry, it's clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters?

Kasey Lobaugh, Chief Innovation Officer for Deloitte's Consumer Industry, discusses 100 topics the six forces critical to navigating the next decade of change in retail.

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