Personalized Customer Strategy in the Age of AI: A Five-Part Framework for Driving Growth
Release Date: 11/05/2024
7 Strategies for Creating Superfans and Transforming Customer Loyalty
The Modern Customer Podcast
How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, reveals her proven strategies for building customer loyalty that goes beyond the product. Brittany dives into her SUPER framework, sharing how brands can engage customers on an emotional level, personalize experiences, and create long-lasting relationships. From the importance of storytelling to balancing technology with human connection, Brittany offers actionable insights that can transform your customer experience approach. If you want to...
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5 Ways Jack in the Box’s Marketing Strategy Enhances Customer Experience
The Modern Customer Podcast
How does a fast-food giant like Jack in the Box stay relevant after 74 years? This week on The Modern Customer Podcast, Ryan Ostrom, Chief Marketing Officer at Jack in the Box, shares how the iconic fast-food brand keeps its customers coming back for more. With experience at GNC, Yum! Brands, Sears, and Reebok, he brings a fresh perspective on modern marketing and customer experience. Ryan also opens up about tackling delivery challenges, optimizing quality, and reimagining stores to enhance the guest experience. Whether you’re curious about AI in marketing or how a fast-food...
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Personalized Customer Strategy in the Age of AI: A Five-Part Framework for Driving Growth
The Modern Customer Podcast
This week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framework for using AI to drive growth based on his book, "Personalized: Customer Strategy in the Age of AI," co-authored with Mark Abrahams. With decades of experience helping top brands enhance their CX, David shows how companies can leverage AI to drive meaningful growth and create lasting customer loyalty. He explains how AI can empower customers, enable perfectly timed interactions, and support every stage of a growth-focused CX strategy. David...
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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...
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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...
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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...
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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...
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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...
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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...
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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_outlineThis week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framework for using AI to drive growth based on his book, "Personalized: Customer Strategy in the Age of AI," co-authored with Mark Abrahams.
With decades of experience helping top brands enhance their CX, David shows how companies can leverage AI to drive meaningful growth and create lasting customer loyalty. He explains how AI can empower customers, enable perfectly timed interactions, and support every stage of a growth-focused CX strategy. David also addresses key challenges, such as maintaining human oversight and avoiding intrusive interactions, to ensure AI-driven CX builds trust and protects brand integrity.
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.