3 Pillars that Empower Executives to Thrive During Tough Times
Release Date: 03/31/2020
The Modern Customer Podcast
Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top. But that model is starting to change. In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad One key idea: when AI agents and human agents share the same context, customers no...
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Service economics have long depended on headcount. Scale meant higher cost, and capacity constrained performance. AI changes that. This week on The Modern Customer, , Founder & CEO of , explains how AI expands capacity and connects service directly to business outcomes. Instead of charging per seat or hour, Crescendo ties pricing to measurable results. When teams treat service conversations as engagement opportunities, more than half involve buying intent — and repeat visits increase. In this episode, you’ll learn how organizations: • Turn service interactions into buying moments •...
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New data from the American Customer Satisfaction Index reveals nearly a decade of stagnation, a narrowing gap between top and bottom performers, and rising loyalty. Together, these shifts point to one conclusion: customer experience is converging. In this week’s episode of The Modern Customer, Forrest Morgeson, Director of Research at the American Customer Satisfaction Index, explains what this means for leaders heading into 2026. As AI accelerates and economic uncertainty persists, differentiation becomes harder to sustain and more critical to get right. If you’re shaping your 2026...
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Customer conversations generate value. Yet most organizations never connect that value to action. Context gets lost across channels, and next steps never connect to downstream systems. This week on The Modern Customer, , RingCentral’s SVP & GM of Conversational AI, shares how agentic voice AI closes that gap. He outlines why organizations must move beyond isolated automation and build systems that coordinate conversations, context, and follow-through across every touchpoint. If you want AI to drive real customer outcomes — not just efficiency — this episode is for you. 👉...
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As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer, Andrew Rebhun, Chief Experience Officer at CAVA, shares how the Mediterranean fast-casual brand keeps hospitality at the center while scaling to 400+ locations. The conversation breaks down how experience leadership actually works at scale—from loyalty and social listening to team training and selective use of AI—without losing human connection. Where do you see the biggest gap today: loyalty design, social listening, or team alignment? 🎧 Listen to the full episode to explore...
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Great customer experience doesn’t lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience is clear. In this episode of The Modern Customer, customer experience speaker and author Brittany Hodak explains what actually turns customers into superfans—and why tools, automation, and AI alone aren’t enough. Drawing on her work with organizations like American Express, Benihana, and Keller Williams, she shows why ownership, accountability, and human judgment drive lasting loyalty. 🎧 Tune in to the full conversation to learn how great...
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Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question becomes operational. In this special takeover episode of The Modern Customer Podcast, shares insights from , based on research with more than 100 CHROs. He explains why CX and EX operate as one system—and how leadership decisions behind the scenes shape customer outcomes. This conversation gives CX leaders a practical, systems-level lens to strengthen trust, consistency, and performance as AI raises the stakes. Blake Morgan is a...
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This week on The Modern Customer Podcast, you’ll hear why winning with AI doesn’t start with an AI strategy. In this episode, —former VP of Experience Innovation at —shares a business-first approach to transformation that begins with experience, outcomes, and human capability, with AI supporting execution underneath. The conversation explores how leaders can move beyond AI experimentation and hype by anchoring technology decisions to growth, productivity, and the experiences they want to deliver to customers and employees. If you’re navigating AI investments, organizational change,...
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As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience. In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how Jam fits into the bug-reporting and support workflow by capturing technical context as issues are reported. That shared context helps support and engineering diagnose problems faster, reduce handoffs, and move toward resolution with greater clarity. The conversation looks at why resolution speed and coordination have become CX priorities—and how...
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In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution. The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action—while balancing digital growth with trust and prioritizing relationships over transactions. Topics covered include: Anchoring CX in relationships, not transactions Balancing digital convenience with trust-based experiences Turning customer signals into...
info_outlineIt’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.