Aligning Business Growth with Customer Strategy
The Modern Customer Podcast
The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable customer loyalty. Her MINT methodology isn't just a clever acronym. It's a framework for building deep connections that outlast any market fluctuation. Listen now to keep your customers coming back! Blake Morgan is a customer experience...
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Setting Sail for Success: Customer Experience Lessons from the Cruise Industry
The Modern Customer Podcast
Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinating model is the cruise industry. Cruise ships offer a 24/7, 'live-in' customer relationship model, forcing a relentless focus on swift problem resolution and exceeding expectations to avoid tarnishing the entire experience for passengers. With over 40 years of experience in the cruise industry, Paul Rutter, author of “You Can't Make This Ship Up,” has witnessed firsthand the evolution of customer experience on cruise ships. His role as a...
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How to Manage CX Teams in Times of Change with Dale Carnegie’s CEO
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.
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Capital One's Strategy for Customer-Centric Success
The 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.
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How To Transform Customer Support with AI
The 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...
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How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market
The 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...
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How To Champion Your Customer Experience Programs With Better Public Speaking
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.
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Want to invest in Customer Experience? Question the Downside of Failure
The 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/
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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.
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From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper Networks
The 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_outlineEvery day, we text to communicate and quickly share news and questions with our family and friends.
Why can’t contacting a brand be that simple?
That’s the question that caused Mike Myer to create the digital CX company Quiq. As CEO, Myer has a unique view of the future of conversational AI and its power to transform customer experience.
Conversational AI allows customers to chat with human agents or bots through text on a variety of channels and quickly and conveniently get the information they need.
One channel Quiq’s customers have seen strong success is through Facebook Messenger. Most customers are already using the platform, which makes it convenient for them to also use it to connect with brands. Through Messenger, customers and agents or bots can send images, create a menu of choices and even provide a carousel of options for quick replies. Myer says Messenger provides rich interactions that can greatly improve a customer’s experience with a brand. It’s a huge improvement over calling a contact center on the phone, which has dominated the industry for decades.
Conversational AI can be tailored to meet the needs of nearly any type of customer and is helpful with reducing churn, increasing return on ad spend and greatly increasing efficiency. Instead of contact center agents talking to customers individually on the phone, companies can do twice the customer volume with only 25% more agents. Quiq customers have also seen a 40x return on ad spend through Facebook Messenger. In most cases, adopting conversational AI actually leads to a decrease in budget, but it requires the courage to reallocate funds away from traditional contact centers to new technology and bots.
Myer says conversational AI is still on the left side of the bell curve of adoption. But as more companies innovate with conversational AI through Messenger and texting and see the financial and service improvements, the practice will continue to grow.
Conversational AI is growing, and this is just the beginning. Myer predicts that in three to five years, the majority of customer interactions with large brands won’t be over the phone but will instead be through texting. Brands that take the leap of faith and get on the conversational AI train now are creating the next generation of customer engagement and shaping the future of CX.
*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.