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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

What COVID Teaches Us About Future-Proofing show art What COVID Teaches Us About Future-Proofing

The Modern Customer Podcast

Even the most forward-thinking companies couldn’t predict the magnitude and impact of the COVID pandemic. If the future is unpredictable to even the most prepared companies, how can organizations future-proof their businesses? The answers might come from our current situation. Change is unpredictable. No one know the next big global catalyst for change expect that it will happen at some point. But to be as prepared as possible for whatever comes next, companies need to learn from the present and look towards the future. According to Tom Libretto, CMO at Pega, future-proofing starts by...

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The Customer Of The Future Wants Connection And Progress show art The Customer Of The Future Wants Connection And Progress

The Modern Customer Podcast

Every consumer has their go-to brands—the companies they will do business with again and again because of a trusted track record, great product and strong service. Every company wants to be a go-to brand, only about one-third of them reach that status. In order to become the preferred brand of customers of the future, brands need to focus on connection and progress. To better understand the ever-changing needs and demands of customers, Lippincott brought together specialists from a number of fields to predict what the world and customers will look like in five years. Those findings help...

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Is COVID The Catalyst For Banking Digital Transformations? show art Is COVID The Catalyst For Banking Digital Transformations?

The Modern Customer Podcast

Like all industries, banking has faced huge disruptions due to the global COVID-19 pandemic. And although the challenges facing banks have led to many negative effects, there could be a silver lining as the pandemic moves companies closer to full digital transformations. According to Marc Andrews, VP of Financial Services and Insurance Strategy at Pega, many banks were working towards digital transformations before the pandemic hit, but they weren’t all the way there. Banks were on digital transformation journeys to allow customers access through online channels, but none of the banks had...

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Former Apple CEO John Sculley On The Importance Of Customer Experience show art Former Apple CEO John Sculley On The Importance Of Customer Experience

The Modern Customer Podcast

Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. But that hasn’t always been the case. When Apple was founded, few companies even considered customer experience. As the company was first gaining traction, Steve Jobs brought on people who understood customers to take risks and prioritize experience when few other companies were. One of those early leaders, John Sculley, went on to become CEO of Apple. The goal of Apple under Steve Jobs was to create beautiful products and an experience so wonderful that everyone would want a...

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5 Ways Nonprofits Can Use Data To Drive The Supporter Experience show art 5 Ways Nonprofits Can Use Data To Drive The Supporter Experience

The Modern Customer Podcast

A company striving to grow its revenue and an organization dedicated to finding a cure for type 1 diabetes may have different goals, but one important principle stays the same: they have to connect with their audience. Just like customer experience is crucial in the for-profit world, supporter experience drives the success of non-profit organizations. In both industries, data plays a vital role. Sri Mishra, Chief Data and Technology Officer at JDRF International, knows that data holds the answers to staying relevant and connecting with supporters, no matter the type of the organization. Data...

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How Informatica Leverages The Powerful Combination of AI and Data show art How Informatica Leverages The Powerful Combination of AI and Data

The Modern Customer Podcast

“AI needs data, and data needs AI. They go hand in hand.” Those are the powerful words of Ansa Sekharan, Executive Vice President and Chief Customer Officer at Informatica. Data or AI alone is only part of the equation; true success in customer experience comes when the two sides work together. Informatica leverages the power of data and AI to serve its customers and provide tools for its customers to serve their end-users. AI and data are a powerful combination for the future of customer experience. But the biggest challenge for companies is to know how to collect good data and act on it....

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How Personalization Made BarkBox A Must-Have Subscription Service show art How Personalization Made BarkBox A Must-Have Subscription Service

The Modern Customer Podcast

Successful, customer-driven companies put their customers first in everything they do. Even if those customers have four paws. BARK, the company behind the wildly successful BarkBox, was created when its founders wanted to make functional and stylish products that would make their dogs happy. As co-founder Henrik Werdelin says, BARK does everything from a dogs-eye view. Personalization has been a hallmark of the company, especially with its monthly subscription boxes that have served more than 3 million dogs. But instead of viewing the company as a subscription box company, Werdelin says BARK...

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Community During Coronavirus: How The Alcohol Industry Builds Connections show art Community During Coronavirus: How The Alcohol Industry Builds Connections

The Modern Customer Podcast

The global coronavirus pandemic has changed how businesses around the world operate. But according to Ann Mukherjee, CEO of Pernod Ricard, times like these reveal character. Instead of be afraid of the changes and challenges of the current landscape, companies have the opportunity to move forward through ambiguity, be agile and think differently about profits. Now is a great time to build community and strengthen connections.  Like all leaders of global companies, Mukherjee worries about the personal safety of her employees and customers. Her company has prioritized safety, family and...

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3 Pillars that Empower Executives to Thrive During Tough Times show art 3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

It’s no secret that we are experiencing a moment in history that is uncertain and distressing. The coronavirus pandemic has affected millions of businesses around the country, leaving employees and leaders in a state of panic. Executives at these businesses hold a heavy responsibility on their shoulders to remain calm, adaptable, and resilient. As the world changes drastically around us, we are looking to these c-suite leaders to step up and set an example.  Damon D’Amore, C-Suite Advisor and Elite Performance Mentor, works with executives every day to help them build their legacy,...

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How Citi Uses Purpose-Driven Campaigns To Connect With Customers show art How Citi Uses Purpose-Driven Campaigns To Connect With Customers

The Modern Customer Podcast

Financial services might not seem like the most emotive industry, but consumers tend to have some of their most emotional moments connected with their finances—things like going to college, buying a house or saving for retirement. So when Citi performed an audit a few years ago and realized it wasn’t coming across as emotive, it knew it needed to make a change to better connect with customers. According to Jennifer Breithaupt, Citi’s Global Consumer CMO, the company switched its aim to lift people up with purpose-driven campaigns. One of its major components was storytelling. Breithaupt...

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It’s no secret that we are experiencing a moment in history that is uncertain and distressing. The coronavirus pandemic has affected millions of businesses around the country, leaving employees and leaders in a state of panic. Executives at these businesses hold a heavy responsibility on their shoulders to remain calm, adaptable, and resilient. As the world changes drastically around us, we are looking to these c-suite leaders to step up and set an example. 

Damon D’Amore, C-Suite Advisor and Elite Performance Mentor, works with executives every day to help them build their legacy, meaning the clear and consistent message the stakeholders in his clients’ lives and businesses will share when they are gone. While he believes we all have to focus on tactical and immediate business needs, the only way to secure a legacy, the narrative of which you control, is to make tradeoffs with time and dedicate resources to focusing on what matters most. This is done by focusing on these three pillars:

Psychological: Mindset

Create filters to determine what time and resource demands are worthy of focusing on. You are the one who prioritizes your time, not your employees, customers, or board. The result is establishing confidence that you are focused on what matters most.

Emotional: Resilience as a Lifestyle

Resilience is not about surviving one challenge or trauma. It is being an optimist in the sense of waking up everyday knowing things will go wrong but you have the tools to survive and thrive. Knowing you will be ‘OK’ combined with the confidence that you are focused on the right priorities, you will be equipped to lead effectively. 

Narrative: Share Your Story

Use the data points of your life and career to tell a unique and compelling story. Your story will gain advocacy for your goals from all of your stakeholders like your company’s board, customers, investors, family and friends. You need to know your story, believe it, and learn how to communicate it. 

For executives out there that are still at a loss for how to cope with the changes that coronavirus has brought, and will continue to bring, Damon says to compose yourself and take stock of what you have and what you need. If you’re safe and have food, shelter and whatever medical supplies you need for a couple of weeks, you’re likely in a good place. You should also find a way to be present and focus. That can mean learning to meditate, breath work, or practicing gratitude. You don’t need to travel to a mountaintop in a faraway land to learn to do any of these. You can watch a video online, listen to a podcast, or download an app. 

Another helpful tool is to find an accountability partner or group. Even if it’s just 1 hour per day, get on a video chat with coworkers or peers. Set an intention or goal for the next hour, mute your video, put on headphones and do the work. Just seeing others being productive will alleviate some stress and help you to focus. The reassuring news is that many of us are in the same boat and there’s no need to be embarrassed about sharing your feelings with your peers.

As we all navigate this new reality, let’s not forget that this is an opportunity to build a legacy that we are proud of. Getting your mindset right, being resilient, and having the confidence to share your story in a vulnerable way sets you apart from the masses. As an executive, your responsibility is just as large as the impact you are capable of creating.