The Modern Customer Podcast
The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline Want to invest in Customer Experience? Question the Downside of FailureThe Modern Customer Podcast
The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/
info_outline Why Customer Satisfaction is Declining (and How to Fix It)The Modern Customer Podcast
Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper NetworksThe Modern Customer Podcast
Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use CasesThe Modern Customer Podcast
Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate. Professor Stefano Puntoni, a leading marketing and AI expert at Wharton shared his insights on the impact of generative AI on CX during a recent podcast interview. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future....
info_outline The Future of the Automotive Industry: Insights from AutoCar Trucks' CXOThe Modern Customer Podcast
The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company's approach to customer experience and how they are leveraging AI to improve it. AutoCar Trucks, a manufacturer of heavy-duty vocational trucks, takes a unique approach by selling directly to consumers, giving them more control over the buying process and fostering closer relationships. Blake Morgan is a customer experience futurist, keynote...
info_outline The Power of the First 100 Days: Keeping Customers and Employees HappyThe 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.
info_outline Optimize Your Contact Center And Improve Customer Service With AI TechnologyThe Modern Customer Podcast
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.
info_outline The Future of Streaming: Roku's Role in Shaping Customer ExperienceThe Modern Customer Podcast
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.
info_outline Customer Experience Challenges, Trends, and Opportunities with Steven Van BelleghemThe Modern Customer Podcast
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...
info_outlineTechnology 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 Carpenter’s marketing approach is communication and data. She aims to over-communicate, both to her team of more than 700 people and to customers and prospects. Her team also relies heavily on data—especially during the pandemic—to track its progress and tailor experiences and marketing campaigns that resonate with customers. Carpenter says being able to understand a customer’s needs, thoughts and values is crucial.
As marketing shifted online, Carpenter’s team unleashed its creativity. Using communication and data as a foundation, it moved traditionally in-person events to virtual venues. VMware has hosted events like chocolate tastings, whisky tastings and concerts with famous musicians. As a bonus, customers and prospects are able to include their families, which adds to the relationship-building.
Moving online has allowed B2B marketers to better engage their prospects and clients. In the physical world, a company can track who attended a dinner and event. But it can be difficult to know if the person was actually engaged or interested in the product.
When things move online, however, companies can track who participated, what they looked at, who they talked to and what they talked about. It provides a much fuller picture of what each person did at the event and allows marketers to follow up with specific questions and comments.
Although in-person events have paused, Carpenter says B2B marketers still have incredible opportunities to build relationships when they focus on communication, data and creativity.
COVID has brought challenges for all industries, especially B2B, but marketers around the industry and at VMware are finding the positive, pivoting and keeping their companies moving forward.
*Sponsored by Pegasystems #PegaWorld
It’s almost time for PegaWorld iNspire, the annual conference from Pegasystems. Join them online for free on May 4 from 9 a.m. – 11:30 a.m. Eastern Time to learn how the world’s most impactful companies are driving digital transformation. They’ll have compelling keynotes, demos, and case studies in a highly interactive virtual format and a few surprises as well. Go to www.pegaworld.com to register for free and check out the full agenda. I’ve attended the last several PegaWorlds in person, and virtual, and I can’t recommend it enough, so go register today! That’s www.pegaworld.com.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Sign up for her new course here. For regular updates on customer experience, sign up for her weekly newsletter here.