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The Modern Customer Podcast

By Blake Morgan

The Modern Customer Podcast is a show that provides surprising and counter-intuitive insights on customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.

  1. 1.
    How Digital Transformation Is Helping Create A COVID Vaccine10/20/2020
    30:01
  2. 2.
    How Companies Can Involve Customers In The Fight Against Carbon Emissions10/14/2020
    32:47
  3. 3.
    How Retailers Can Build Trust In A Post-COVID World10/07/2020
    35:03
  4. 4.
    Six Ways To Support Employees During COVID-1909/29/2020
    29:50
  5. 5.
    How To Create Customer-Centric B2B Experiences09/22/2020
    31:58
  6. 6.
    3 Ways Companies Can Stay Human During A Crisis09/15/2020
    33:19
  7. 7.
    How To Stay Innovative In A COVID-19 World09/08/2020
    33:33
  8. 8.
    How Workday Stays Customer-Centric During COVID-1909/01/2020
    31:48
  1. 9.
    Party City’s COVID-19 Pivot Brings In A New Era08/25/2020
    32:30
  2. 10.
    3 Pillars Of Customer-Centric Healthcare08/18/2020
    31:21
  3. 11.
    How To Master Customer Experience Leadership08/11/2020
    35:20
  4. 12.
    The Secret To Creating A Great Virtual Event08/04/2020
    32:27
  5. 13.
    How To Use Data To Create Personalized And Scalable Experiences07/28/2020
    32:06
  6. 14.
    How To Overcome The Two Big Challenges SMBs Face As They Reopen07/21/2020
    29:05
  7. 15.
    Pinterest and the Future of Shoppable Content07/14/2020
    34:47
  8. 16.
    3 Digital Improvements All Utility Companies Must Make07/06/2020
    31:31
  9. 17.
    Why Employee Mental Health Matters And What You Can Do About It06/29/2020
    33:16
  10. 18.
    How To Overcome The Biggest Mistake Women Make In Business06/23/2020
    34:40
  11. 19.
    How To Use Sales Funnels To Build Customer Experience With Russell Brunson06/15/2020
    34:02
  12. 20.
    How To Create Agile Customer-Centric Teams06/09/2020
    33:16
  13. 21.
    Human-First Customer Service is Broken: Here’s How to Fix It06/02/2020
    32:16
  14. 22.
    What COVID Teaches Us About Future-Proofing05/26/2020
    31:03
  15. 23.
    The Customer Of The Future Wants Connection And Progress05/19/2020
    30:08
  16. 24.
    Is COVID The Catalyst For Banking Digital Transformations?05/12/2020
    35:02
  17. 25.
    Former Apple CEO John Sculley On The Importance Of Customer Experience05/05/2020
    34:14
  18. 26.
    5 Ways Nonprofits Can Use Data To Drive The Supporter Experience04/28/2020
    34:15
  19. 27.
    How Informatica Leverages The Powerful Combination of AI and Data04/21/2020
    29:50
  20. 28.
    How Personalization Made BarkBox A Must-Have Subscription Service04/14/2020
    34:41
  21. 29.
    Community During Coronavirus: How The Alcohol Industry Builds Connections04/08/2020
    27:34
  22. 30.
    3 Pillars that Empower Executives to Thrive During Tough Times03/31/2020
    37:35
  23. 31.
    How Citi Uses Purpose-Driven Campaigns To Connect With Customers03/03/2020
    26:10
  24. 32.
    5 Values That Drive Logitech’s Customer-Focused Culture02/25/2020
    32:00
  25. 33.
    H&R Block’s Evolved Experience Aims To Wow Its 20 Million Customers02/12/2020
    28:09
  26. 34.
    How Mamava Uses Design Thinking To Solve Customer Problems02/04/2020
    35:20
  27. 35.
    3 Transformations at Serta Simmons With CMO Melanie Huet01/29/2020
    29:21
  28. 36.
    Reducing Friction, Your Best Advantage In Creating Compelling Customer Experiences01/21/2020
    30:31
  29. 37.
    Creating A Great Experience For Customers Of All Ages01/14/2020
    26:41
  30. 38.
    Nordstrom Revamps Customer Experience With New Supply Chain Strategy01/02/2020
    28:14
  31. 39.
    Using Experiential Retail To Create A Carefree Escape11/22/2019
    27:38
  32. 40.
    Building Thoughtful Customer Experiences At Slack11/12/2019
    32:39
  33. 41.
    From Chaos To Clarity: How A Knowledge-Rich Culture Boosts Customer Experience11/05/2019
    31:22
  34. 42.
    Lessons In Experiential Retail From The Pet Industry10/25/2019
    31:55
  35. 43.
    The State of Customer Experience In Australia10/18/2019
    13:06
  36. 44.
    How To Become A Professional Speaker With Jacob Morgan10/08/2019
    42:39
  37. 45.
    Disrupting The Auto Industry Customer Experience With Carvana10/01/2019
    30:52
  38. 46.
    How A $1 Billion Dollar Company Keeps Customer Service As Its Focus09/26/2019
    28:41
  39. 47.
    Experience Design In Field Operations With AT&T President Jenifer Robertson09/17/2019
    33:02
  40. 48.
    Digital Transformation And The Future Of Ecommerce With Pitney Bowes CMO09/10/2019
    30:08
  41. 49.
    We Are Future Shapers: Enterprise Transformation At Honeywell09/05/2019
    29:49
  42. 50.
    Creating A Thriving Subscription Business With Fender Digital08/28/2019
    28:16
  43. 51.
    Driving Customer Experience At IBM With CMO Michelle Peluso08/20/2019
    26:16
  44. 52.
    The Future of Train Travel Is Here With Virgin Trains USA08/13/2019
    32:34
  45. 53.
    Customer Service Is Not A Cost Center And Other Lessons From FreshBooks08/06/2019
    29:15
  46. 54.
    Samsonite: A 110 Year Old Company With A Fresh Digital Approach07/30/2019
    32:46
  47. 55.
    Restoring Trust, Control, And Fairness In The Digital World07/23/2019
    49:15
  48. 56.
    Driving Innovation In Customer Experience With Josh Linkner07/17/2019
    29:58
  49. 57.
    Nordstrom's Digital Transformation With SVP Customer Experience Shea Jensen07/09/2019
    31:02
  50. 58.
    Growth IQ: The Ten Smart Decisions That The World's Most Successful Businesses Make06/28/2019
    28:21
  51. 59.
    Customer Experience Transformation at CiscoLive!06/13/2019
    45:02
  52. 60.
    Cisco's Customer Experience Transformation With Alvio Barrios06/04/2019
    31:54
  53. 61.
    The Experience Economy Is Growing: A New Company Curates Luxury Travel Experiences05/22/2019
    31:34
  54. 62.
    Sprint's Digital Transformation with Chief Digital Officer Rob Roy05/14/2019
    31:28
  55. 63.
    When It Comes To Customer Engagement, Loyalty Matters At Citi05/01/2019
    22:36
  56. 64.
    Designing Empathy Into Customer Experience04/23/2019
    31:33
  57. 65.
    5G Will Impact The Customer Experience: An Interview With Qualcomm's President04/17/2019
    31:25
  58. 66.
    Balancing Human And Technology Decisions In Digital Transformation04/03/2019
    28:54
  59. 67.
    Digital Transformation At The American Medical Association03/21/2019
    30:31
  60. 68.
    Customer Experience For Your Most Valuable Customers With Wharton's Peter Fader03/07/2019
    31:18
  61. 69.
    Behind The Scenes Of Comcast’s Digital Transformation02/13/2019
    32:32
  62. 70.
    The Consumerization Of Healthcare With One Medical's CMO Doug Sweeny01/31/2019
    30:50
  63. 71.
    Digital Transformation For B2B Customer Experiences01/07/2019
    32:32
  64. 72.
    Creating Personalized Retail Customer Experiences With RedThread11/19/2018
    25:57
  65. 73.
    Talk Triggers: The Complete Guide To Creating Customers With Word Of Mouth11/01/2018
    33:21
  66. 74.
    Marketing Age Positivity With Chico's CMO10/03/2018
    31:56
  67. 75.
    Nasdaq Grows Its Digital Brand With Explosive Social Media Content09/26/2018
    31:07
  68. 76.
    Leveraging Computer Vision For Customer Experience At Wayfair09/12/2018
    31:22
  69. 77.
    Topgolf Captures The Future Of Customer Experience08/27/2018
    31:38
  70. 78.
    Using AI For Customer Experience At Allstate08/07/2018
    31:38
  71. 79.
    Improving Digital Connections With Customers07/24/2018
    30:41
  72. 80.
    CX Is Today's Brand Battleground - Arm Yourself!07/17/2018
    29:50
  73. 81.
    Storytelling With The CMO Of Tourism Australia07/11/2018
    30:38
  74. 82.
    American Customer Satisfaction Index with Managing Director David VanAmburg07/05/2018
    27:53
  75. 83.
    Must-Have Career Tips From The Forbes Women Summit With Microsoft GM Lori Wright06/27/2018
    33:13
  76. 84.
    Customer Service Expert Jeanne Bliss Asks "Would You Do That To Your Mother?"06/20/2018
    29:33
  77. 85.
    Next Insurance: Reinventing Insurance For Small Business06/14/2018
    29:34
  78. 86.
    Getting Future Ready With Wunderman CMO Jamie Gutfreund05/30/2018
    31:13
  79. 87.
    Is Your Customer Experience GDPR Ready?05/24/2018
    29:25
  80. 88.
    The Future Of Customer Experience: People Plus Technology05/14/2018
    31:37
  81. 89.
    How Prudential Connects The Dots Of Every Customer Interaction05/08/2018
    30:59
  82. 90.
    The Critical Role Of Operations In Customer Experience05/01/2018
    31:51
  83. 91.
    How A Humble Culture And Self-Deprecating CEO Fuels This $130M Tire Company04/23/2018
    29:36
  84. 92.
    When Your Employees Are Your Customers With Liberty Mutual04/12/2018
    30:57
  85. 93.
    Customer Experience In The Insurance Claims Process04/02/2018
    30:40
  86. 94.
    Stronger and Smarter: A Look Back At Customer Experience With Zappos03/28/2018
    31:34
  87. 95.
    7 Lessons Learned From Adobe’s New Customer Experience Index03/20/2018
    32:13
  88. 96.
    Improving Customer Experience With The Third Wave Of Enterprise Communications03/19/2018
    28:39
  89. 97.
    Building A Customer-Centered Culture At Capital One03/12/2018
    32:31
  90. 98.
    Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies03/06/2018
    31:34
  91. 99.
    How Having A Culture Of Connection Can Impact Your Customer Experience02/28/2018
    32:53
  92. 100.
    The Way Money Moves: How Our Relationship To Money Is Changing02/07/2018
    29:38
  93. 101.
    The Connected Customer With Samsung01/29/2018
    30:29
  94. 102.
    Podcast Mashup: Highlights From The 2017 Episodes01/22/2018
    23:11
  95. 103.
    Working With Your Spouse, Building a Personal Brand & The Future of Work With Jacob Morgan12/30/2017
    50:57
  96. 104.
    The Top Ford Future Trends 201812/21/2017
    32:00
  97. 105.
    Managing Real-Time Customer Communications In A Crisis12/13/2017
    19:39
  98. 106.
    Augmented Reality And The 4th Transformation11/30/2017
    28:20
  99. 107.
    More Than Data: Engaging Customers Authentically With The Ideal Marketing Mix11/17/2017
    32:36
  100. 108.
    Healthcare Revolution: Lead With Customer Experience11/09/2017
    32:47
  101. 109.
    Creating Compelling Customer Service Experiences10/25/2017
    32:31
  102. 110.
    How The General Data Privacy Regulation Will Impact Your Customer Experience10/16/2017
    23:55
  103. 111.
    How Facebook Shapes Customer Experience With Chatbots10/11/2017
    19:32
  104. 112.
    Meet Verizon Wireless' New Chief Customer Experience Officer Scott Zimmer10/02/2017
    18:53
  105. 113.
    Leading Both Employee And Customer Experience At Adobe09/26/2017
    20:38
  106. 114.
    Shaping The Future City With Ford's Jessica Robinson09/18/2017
    18:04
  107. 115.
    The Behavioral Psychology Of In-Store And Online Shoppers09/12/2017
    32:08
  108. 116.
    Connecting Customer Experience To Business Strategy: An Interview With Charlene Li09/04/2017
    29:52
  109. 117.
    How Marketers Can Ensure Their Brand Evolves at the Same Pace as New Innovation and Growth08/31/2017
    23:15
  110. 118.
    Facing Digital Disruption Across Industries With Accenture Digital's CEO08/24/2017
    29:54
  111. 119.
    The Term AI Is Overused: A Conversation With A Chief Data Officer At The Intercontinental Exchange08/15/2017
    33:38
  112. 120.
    The CIO's Role In Customer Experience08/10/2017
    26:51
  113. 121.
    Chatbots 101: Building A Chatbot For Business With Wells Fargo08/01/2017
    28:54
  114. 122.
    Today's Customer Experience Technology Stack For The Modern Customer07/24/2017
    33:23
  115. 123.
    Women Are Uniquely Positioned To Lead Customer Experience—Here’s Why Denise Lee Yohn07/18/2017
    29:52
  116. 124.
    Shifting Trends In Consumer Behavior With Ford's In-House Futurist07/05/2017
    33:52
  117. 125.
    How The CMO Can Leverage AI Internally And Externally06/30/2017
    17:39
  118. 126.
    All Customers Are Not Created Equal From The Wharton Customer Centricity Conference With Salesforce06/27/2017
    15:07
  119. 127.
    Ethics and Artificial Intelligence With IBM Watson's Rob High06/12/2017
    30:14
  120. 128.
    Pushing The Bounds Of Creativity With Ann Lewnes06/07/2017
    33:52
  121. 129.
    How To Become A Professional Speaker With Shep Hyken06/06/2017
    32:34
  122. 130.
    Customer Loyalty Pays With Marriott's CMO Karin Timpone05/31/2017
    31:39
  123. 131.
    Customer Experience In The Age of Artificial Intelligence With Pegasystems05/24/2017
    31:26
  124. 132.
    Fighting Customer Fraud In The Modern World With The BBB05/23/2017
    29:15
  125. 133.
    Leveraging Customer Analytics To Gain A Competitive Advantage05/16/2017
    27:14
  126. 134.
    The CIO's Role In The Customer Experience05/09/2017
    31:15
  127. 135.
    Customer Experience In The Age Of Social Media04/27/2017
    30:08
  128. 136.
    The Rise Of The Celebrity Chatbot: A Podcast With Christina Milian04/18/2017
    28:33
  129. 137.
    Building A Brand Above The Fray: The Success Of Vera Bradley04/15/2017
    28:14
  130. 138.
    TripAdvisor's Lessons Learned From Building A Chatbot04/06/2017
    26:02
  131. 139.
    Shaping Customer Experience From The Top With AT&T Mobility's CEO03/27/2017
    30:40
  132. 140.
    Improving Customer Experience With Marketing Analytics At 3 Day Blinds03/23/2017
    28:23
  133. 141.
    Managing Your Brand Through Times Of Change02/28/2017
    29:10
  134. 142.
    Customer Experience And The Evolving Role Of The CMO02/14/2017
    27:27
  135. 143.
    The Sharing Economy’s Customer Experience Technology Innovation01/25/2017
    30:17
  136. 144.
    A Modern Customer Journey In Banking01/12/2017
    29:13
  137. 145.
    Customer Collaboration With Salesforce's Mike Rosenbaum01/03/2017
    20:05
  138. 146.
    How Self-Service Technology Is Changing The Landscape Of Contact Center Jobs12/27/2016
    29:53
  139. 147.
    What Is Transformational CX?12/20/2016
    30:40
  140. 148.
    Customer Experience In The B2B2C World12/12/2016
    29:46
  141. 149.
    The Connected Customer12/06/2016
    30:53
  142. 150.
    How People Analytics Improves Customer Experience with Dolf Berle, President & COO, Dave & Buster's11/29/2016
    28:15
  143. 151.
    Building Better Customer Experiences With The Cloud11/21/2016
    31:01
  144. 152.
    The CMO's Role In Building Customer Experiences11/16/2016
    24:08
  145. 153.
    Leading The Future Of Customer Experience With FedEx11/08/2016
    32:59
  146. 154.
    How Customer Experience Is Shaped By Artificial Intelligence11/03/2016
    30:04
  147. 155.
    Outside In: The Power Of Putting Customers At The Center Of Your Business10/11/2016
    24:48
  148. 156.
    Shaping Customer Experience The Human Way With Ace Hardware's CEO10/03/2016
    30:22
  149. 157.
    Draw Customer Experiences To Win With Dan Roam09/27/2016
    32:05
  150. 158.
    Variability Is Opportunity With Ebay’s Chief Data Officer09/20/2016
    31:06
  151. 159.
    Driving A Customer-Centric Marketing Strategy With Omni Hotels09/12/2016
    31:22
  152. 160.
    A Podcast With The Chief Customer Officer Claire Burns of MetLife09/06/2016
    27:45
  153. 161.
    Engaging The Multi-Channel Fan With The Dallas Mavericks08/29/2016
    27:19
  154. 162.
    What Makes Amazon's Customer Experience The Best?08/22/2016
    29:16
  155. 163.
    Collective Disruption: How Corporations & Startups Can Co-Create Transformative New Businesses with Michael Docherty08/14/2016
    31:43
  156. 164.
    Making Sense of Data Through Results-Proven Analytics With PopSugar08/08/2016
    28:31
  157. 165.
    The Math, The Magic and the Customer with Bain08/01/2016
    29:32
  158. 166.
    Are We Living In The Experience Economy07/25/2016
    31:16
  159. 167.
    The Uber of the Skies With Jeff Potter07/19/2016
    34:02
  160. 168.
    Disrupting Customer Acquisition With Stella & Dot's Jessica Herrin07/11/2016
    29:33
  161. 169.
    The Social Influence Of Customer Reviews07/05/2016
    28:33
  162. 170.
    Designing Smart Mobile Customer Experiences06/27/2016
    30:20
  163. 171.
    Marketing Technology Is Far Too Complicated: Here's What You Can Do About It06/21/2016
    29:16
  164. 172.
    The Job Of A Marketer Is To Make Markets: The Importance of Ideas with Ann Simonds, CMO, General Mills06/13/2016
    29:47
  165. 173.
    Building The End To End Customer Journey06/06/2016
    30:37
  166. 174.
    Being A Successful CMO Is About Asking The Right Questions05/31/2016
    31:15
  167. 175.
    What We Can Learn From Yahoo: How To Pivot With Your Customers05/23/2016
    31:09
  168. 176.
    Shaking Up Customer Engagement In Hospitality05/16/2016
    29:49
  169. 177.
    Making A Fan In The Moment Of Failure: Hearing Your Customers On Social Media05/10/2016
    30:00
  170. 178.
    Engaging Influencers With the CMO of TaylorMade-Adidas Golf Company05/02/2016
    30:15
  171. 179.
    Why This CEO Jumped On Board With Facebook's Chatbot04/26/2016
    30:42
  172. 180.
    Simplicity Is Everything: Customer Experience Done Well With Brand Expert Margaret Molloy04/18/2016
    28:45
  173. 181.
    How Big Companies Can Be The Disruptors Not The Disrupted04/11/2016
    30:47
  174. 182.
    A Grocery Store With No Employees? Learn From The Creator Of The World's First Unmanned Store03/29/2016
    27:24
  175. 183.
    Overcoming Customer Experience Challenges For B2B Companies03/24/2016
    30:12
  176. 184.
    How One Company Is Pioneering Snapchat For Customer Service03/08/2016
    32:13
  177. 185.
    Mobile Innovation With Vimeo03/04/2016
    28:43
  178. 186.
    Customers Love The Netflix of Women's Clothes03/01/2016
    31:28
  179. 187.
    Building New Consumer Relationships In The Digital Era: An Interview with the Former President of Digital at OWN Robert Tercek02/22/2016
    35:11
  180. 188.
    Absolut Enters The Internet Of Things02/15/2016
    31:03
  181. 189.
    What Is The Purpose Of A Brand With Ryan Hanley02/09/2016
    31:38
  182. 190.
    Hug Your Haters With Jay Baer: How To Embrace Complaints and Keep Your Customers02/01/2016
    31:18
  183. 191.
    Customer Centricity With Wharton's Dr. Peter Fader01/25/2016
    31:02
  184. 192.
    People May Be Brands But Brands Are Not People: Building Influence in the Digital Age01/18/2016
    33:29
  185. 193.
    Delivering Social Customer Service At Mailchimp12/23/2015
    29:26
  186. 194.
    How Young People Can Be Successful In Technology: Advice From A Leading Game Designer12/14/2015
    30:00
  187. 195.
    Customer Experience With Google's Head of Global Customer Acquisitions Darren Pleasance12/07/2015
    29:20
  188. 196.
    The X Factor In Customer Experience With Brian Solis11/30/2015
    30:58
  189. 197.
    How Playboy Achieved Tremendous Growth By Revamping Its Digital Content Brand11/20/2015
    31:00
  190. 198.
    Leveraging Data To Identify Customer Issues Early With Luxe Valet's Eva Khoo11/13/2015
    29:47
  191. 199.
    Why This On-Demand Content To Commerce Model Is All About Customer Engagement11/08/2015
    29:33
  192. 200.
    How Connected Things Will Change The Future of Customer Experience10/30/2015
    31:58

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