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_outlineCustomer expectations have changed over the past 18 months of a pandemic, leaving brands with the challenge of pivoting and adapting not only to a new way of living and working but also to a new way of interacting with and serving customers.
Scott Finlow, CMO of PepsiCo Foodservice, has noticed two major trends during the pandemic. First is that people are looking forward to re-entering the world and having meaningful connections. As they do so, they want to try new products and have new experiences. Second, people are looking for more purpose in their lives and in their brand choices. That manifests in a variety of ways, including being more aware of the impact of their decisions on the environment and their health and wellbeing.
But Finlow says understanding and recognizing those changes is only the first step. Companies need to understand where customer needs are heading so they can focus on re-inventing a better normal. It’s not about going back to how things were but instead moving forward and creating a better future.
Perhaps nowhere is that more important than in the B2B world, where many companies are adjusting to new ways of doing business. Throughout the pandemic, PepsiCo has focused on forming partnerships to help support its restaurant customers as they pivot. The company is also investing heavily in digital and building out services to help its customers along their own digital journeys.
As customer expectations change, innovation is crucial. B2B companies need to find new ways to meet customer needs and break out of how things have been done in the past. With an increased focus on health and safety, PepsiCo set out to create contactless fountain drink equipment. Finlow says it required the work of multiple departments to deliver on the new hygiene standard. But it doesn’t stop there—the company is also piloting a drink machine in Europe that allows customers to gesture and pour the drink of their choice. Continual innovation provides B2B customers with the tools they need to best serve their customers.
Customer experience has always required continual change and evolution, but especially in a post-COVID world. B2B companies that stay in touch with their customers to understand their new needs and expectations, find ways to support their journey and continually innovate will lead the way towards the future.
*This episode is sponsored by Quiq.
Quiq is a leading conversational AI platform that drives two-way conversations to deliver a better experience for people and brands. Quiq enables enterprises to connect and engage in two-way conversations with their customers across varied messaging channels — including Facebook Messenger — in more than 170 languages. Quiq is the future of business-to-consumer messaging; it’s the wingman every brand and CX’er needs.
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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the new Customer Experience Community here.