CVS Health's Journey to Proactive Feedback and Data-Driven CX Improvement
Release Date: 08/13/2024
How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success
The Modern Customer Podcast
This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management. She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful AI implementation hinges on effective change management, ensuring smoother transitions and delivering measurable results for contact centers. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on...
info_outline
Why Great Brands Invest in Employee Experience to Scale Customer Experience
The Modern Customer Podcast
This week on The Modern Customer Podcast, Calvin Stovall, Chief Experience Officer at Iconic Presentations and hospitality expert, shares insights from his 30-year career in hospitality and how his leadership approach has transformed employee engagement. We discuss the importance of emotionally intelligent leadership in creating a highly engaged workforce, hiring passionate individuals, and building genuine, lasting connections with employees. Calvin also offers practical tips on improving employee development, retaining top talent, and fostering a work culture that drives both employee...
info_outline
The Power of AI in Leadership: Driving Efficiency and Personalization
The Modern Customer Podcast
We’re celebrating the 400th episode of The Modern Customer Podcast with Henrik Werdelin, co-founder of Bark, founding partner of Prehype! Henrik explores the powerful role of AI in leadership and customer experience, showing how it drives personalization, efficiency, and innovation. From building personalized customer relationships to empowering leaders to embrace AI firsthand, Henrik shares actionable insights that you won’t want to miss. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called...
info_outline
Modernizing The Financial Services Client Experience With AI and Customer Feedback
The Modern Customer Podcast
In this episode of the Modern Customer Podcast, Jessica Austin, the Chief Digital and Client Experience Officer for TIAA, shares her insights on customer experience innovations, the integration of AI in financial services while maintaining customer trust, the challenges of serving an aging population digitally, and training contact center agents for empathetic engagement. Jessica shares her experiences and strategies for measuring customer interactions using metrics like the customer effort score, and discusses her personal approaches to leadership and daily routines. Blake...
info_outline
AI’s Impact on Contact Centers: Closing Service Gaps and the Future of Customer Experience
The Modern Customer Podcast
This week on The Modern Customer Podcast, Cosimo Spera, founder and CEO of Minerva CQ, shares how AI is transforming the way contact centers operate by empowering agents with real-time information and reducing call times for smoother customer interactions. We explore the future of AI in customer experience, discussing how Minerva CQ’s AI copilot helps agents deliver more efficient service while still relying on human strengths like empathy and problem-solving. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer...
info_outline
How AI is Revolutionizing Business Operations and Customer Experience
The Modern Customer Podcast
This week on The Modern Customer Podcast, John Finch, Global VP of Product Marketing for Customer Experience at RingCentral, shares insider knowledge on how AI is reshaping the future of contact centers, tackling the toughest challenges in customer experience today. We dive into the complexities of bringing AI products to market, the importance of simplifying customer experience, and how RingCentral is revolutionizing the way businesses serve their customers with innovative solutions like RingCX. Plus, hear firsthand about the power of AI-driven agent assist, intelligent virtual agents...
info_outline
United Airlines' Guide to Improving Customer Experience Through Technology
The Modern Customer Podcast
This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer experiences by harnessing the power of AI, mobile apps, and real-time communication—while maintaining a strong focus on customer service. Learn how innovative tools like Agent on Demand and Connection Saver are reducing friction in travel, and discover what’s next for United as they continue to push the boundaries of technology in aviation. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on...
info_outline
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...
info_outline
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...
info_outline
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...
info_outlineSri 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 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.