The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages
Release Date: 08/06/2024
Customer Experience at Northwestern Mutual: The Role of AI, Legacy, and Leadership
The Modern Customer Podcast
This week on The Modern Customer podcast, Christian Mitchell, EVP and Chief Digital and Information Officer at Northwestern Mutual, shares how the company is blending human touch with AI-driven insights to enhance client experiences—balancing more than 165 years of tradition with cutting-edge technology. Discover how leadership, a growth mindset, and continuous customer feedback are driving innovation while staying true to their mission of improving clients' financial security. Tune in now to learn more about the future of customer experience and innovation. Blake Morgan is a customer...
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How to Coach for Greatness: Elevating Customer Experience Through Care, Mindset, and Values
The Modern Customer Podcast
This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management strategies to unlocking your team’s potential. From mastering mindset to improving customer experience, Hugh shares actionable advice on leading with purpose and navigating the complexities of professional relationships. Don’t miss this episode filled with powerful strategies for coaching your team to greatness. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new...
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Back-to-School Shopping Insights: Retail Challenges and Customer Experience
The Modern Customer Podcast
This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-school shopping trends. With over 15 years of experience in retail market research, Lupine also touches on the evolving roles of digital and in-store experiences, the importance of building trust, and the rising significance of loyalty programs. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for...
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Overcoming Impossible: How To Lead Like Chef Robert Irvine
The Modern Customer Podcast
In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achieve lasting business success. Robert Irvine, a celebrity chef, entrepreneur, and author of the book 'Overcoming Impossible’ shares insights on leadership and creating a customer-centric culture, stressing the importance of listening, empathetic leadership, and the significance of leaders being hands-on in their businesses. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her...
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CVS Health's Journey to Proactive Feedback and Data-Driven CX Improvement
The Modern Customer Podcast
Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experiences. The episode also touches on the challenges of unifying multiple business lines within CVS Health, creating a customer-centric culture across a large workforce, and the future possibilities with AI in customer feedback. Blake...
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The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages
The Modern Customer Podcast
The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
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Mastering Customer Journey Mapping for Better Business Outcomes
The Modern Customer Podcast
Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importance of communication. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business...
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Mastercard's Winning Formula: How a Customer-Centric Approach Drives Success in FinTech
The Modern Customer Podcast
This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service. With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural shifts that create loyal customers and fuel business growth. Discover the strategies that have made Mastercard a global leader in customer satisfaction, and learn how to apply them to your organization. Blake Morgan is a customer experience...
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Enhancing Customer Experience with AI in Contact Centers
The Modern Customer Podcast
Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Teleperformance is implementing AI to enhance customer service, address change management challenges, and improve productivity. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her...
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Big Bets for Big Wins: Leading Through Extreme Change and Digital Transformation
The Modern Customer Podcast
This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity. Rossman shares insights from top leaders like Jeff Bezos and John Legere, emphasizing the importance of creating clarity, maintaining velocity, and taking big, transformational bets for business success. Blake Morgan is a customer experience futurist, keynote...
info_outlineThe importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences.
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.