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Morgan Stanley CMO Alice Milligan Shares How the Brand Balances Legacy and Innovation

The Modern Customer Podcast

Release Date: 04/04/2023

Capital One's Strategy for Customer-Centric Success show art 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 show art 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 show art 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 show art 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 show art 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) show art 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 show art 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.

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Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use Cases show art Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use Cases

The 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....

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The Future of the Automotive Industry: Insights from AutoCar Trucks' CXO show art The Future of the Automotive Industry: Insights from AutoCar Trucks' CXO

The 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...

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The Power of the First 100 Days: Keeping Customers and Employees Happy show art The Power of the First 100 Days: Keeping Customers and Employees Happy

The 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.

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More Episodes

Morgan Stanley CMO Alice Milligan is tasked with balancing legacy and innovation for a company founded nearly 90 years ago that has become one of the biggest names in finance.

It’s a common dilemma for companies: how do you balance holding on to the brand legacy while embracing the future?

This episode is sponsored by Thinkific.


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.