The Modern Customer Podcast
Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a customer-centric culture offer a roadmap for customer experience leaders. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline Capital One's Strategy for Customer-Centric SuccessThe Modern Customer Podcast
Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances. Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of rewards programs in creating memorable customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline How To Transform Customer Support with AIThe Modern Customer Podcast
Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley's early days to the current era. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The...
info_outline How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand MarketThe Modern Customer Podcast
The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book...
info_outline How To Champion Your Customer Experience Programs With Better Public SpeakingThe 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_outlineOver the last few years, more and more companies have created Chief Experience Officer positions, elevating the customer experience to the C-Suite. One person who stepped into this new role in 2019 was Julie Bowerman, Chief Global Digital Customer and Consumer Experience Officer of Kellogg's. The titles and responsibilities of Experience Officers vary depending on the company, but the growth of the role shows the importance of customers in successful organizations.
Although Bowerman has more than 20 years of experience building household name brands, this is her first role as a Chief Experience Officer. She is also the first person at Kellogg’s to hold the position. Bowerman believes more companies are creating CXO roles because the landscape is changing so quickly. The fast-paced and technology-driven environment is forcing big companies to break down their traditional silos with different areas for finance, marketing, IT and sales to bring people together and focus on the experience.
To deliver a relevant and personalized experience to modern customers, companies have to break down silos and build a cohesive approach that reaches the top of the company. There isn’t one correct title or structure--what matters most is that companies are thinking of ways to challenge the status quo and break down barriers.
In Bowerman’s day-to-day responsibilities, she leads four groups to help Kellogg’s regional teams around the world build their digital muscle. Working in e-commerce, digital marketing and media, B2B and DTC, Bowerman’s teams consult global teams to help them build unique digital strategies that resonate with their consumers and objectives. A team in Asia may have different objectives than a team in Europe, and Bowerman’s teams help them meet their unique needs while also delivering a consistent Kellogg experience. Bowerman reports to the Chief Growth Officer, who reports to the CEO.
Bowerman recommends CX professionals try different things and build capabilities so that as they become more senior in their careers, they can tap into their breadth of experience. Instead of being specialized and boxed in, leaders with a variety of experience can focus on general management. Don’t chase titles, but instead aim to grow your skills and make an impact wherever you are.
The increase in CXOs shows the value of experience and the importance of a companywide experience strategy. As the roles continue to grow, their impact will be felt in organizations around the world.
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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.