The Modern Customer Podcast

By: Blake Morgan
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  • Summary

  • Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
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Economics Management Marketing
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Episodes
  • The Power of AI in Leadership: Driving Efficiency and Personalization

    The Power of AI in Leadership: Driving Efficiency and Personalization
    Oct 15 2024

    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 The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
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    32 mins
  • Modernizing The Financial Services Client Experience With AI and Customer Feedback

    Modernizing The Financial Services Client Experience With AI and Customer Feedback
    Oct 8 2024

    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 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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    28 mins
  • AI’s Impact on Contact Centers: Closing Service Gaps and the Future of Customer Experience

    AI’s Impact on Contact Centers: Closing Service Gaps and the Future of Customer Experience
    Oct 1 2024

    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 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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    29 mins

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