The Modern Customer Podcast

Capital One's Strategy for Customer-Centric Success

16 Apr 2024

Contributed by Lukas

Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designe...

How To Transform Customer Support with AI

09 Apr 2024

Contributed by Lukas

Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming cont...

How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market

02 Apr 2024

Contributed by Lukas

The secondhand market is booming, fueled by consumer shifts towards sustainability and value.  With shoppers demanding the same seamless experience t...

How To Champion Your Customer Experience Programs With Better Public Speaking

26 Mar 2024

Contributed by Lukas

The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer prog...

Want to invest in Customer Experience? Question the Downside of Failure

19 Mar 2024

Contributed by Lukas

The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers.  Matt Watk...

Why Customer Satisfaction is Declining (and How to Fix It)

12 Mar 2024

Contributed by Lukas

Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI's Direct...

From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper Networks

05 Mar 2024

Contributed by Lukas

Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surb...

Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use Cases

27 Feb 2024

Contributed by Lukas

Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Col...

The Future of the Automotive Industry: Insights from AutoCar Trucks' CXO

20 Feb 2024

Contributed by Lukas

The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of custo...

The Power of the First 100 Days: Keeping Customers and Employees Happy

13 Feb 2024

Contributed by Lukas

Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave. Joey Coleman...

Optimize Your Contact Center And Improve Customer Service With AI Technology

06 Feb 2024

Contributed by Lukas

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein,...

The Future of Streaming: Roku's Role in Shaping Customer Experience

30 Jan 2024

Contributed by Lukas

The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku...

Customer Experience Challenges, Trends, and Opportunities with Steven Van Belleghem

23 Jan 2024

Contributed by Lukas

In a saturated market, customer experience transcends price and product: it's the ultimate differentiator. Across the globe, brands are constantly inn...

Designing Customer Experiences With JPMorgan Chase's Chief Design Officer

16 Jan 2024

Contributed by Lukas

As technology reshapes how we live and work, our expectations for banking are changing too. Convenience and personalization are becoming the new norma...

Phygital Retail At Canada Goose: The CMO On Blending Physical & Digital Customer Experience

09 Jan 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail ind...

2024 Contact Center Transformation With Former TikTok Exec

02 Jan 2024

Contributed by Lukas

On this week's episode of The Modern Customer Podcast, Donna Drehmann, who has held customer service leadership roles at companies such as Postmates, ...

The Role Of Retail With Martin Newman

19 Dec 2023

Contributed by Lukas

Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiat...

The Power of Proactive Analytics: Driving Smarter Customer Experiences

12 Dec 2023

Contributed by Lukas

In this week's episode of the Modern Customer Podcast, Isabella Villani, a renowned customer experience expert and author, illustrates how proactive a...

Customer Loyalty in Fintech: Trish Wethman's Transformational Approach

05 Dec 2023

Contributed by Lukas

For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best E...

Unlocking the Power of Unreasonable Hospitality: Insights from Will Guidara

28 Nov 2023

Contributed by Lukas

How can the concept of "Unreasonable Hospitality" reshape the landscape of customer experience within the contact center? In this podcast, Will Guida...

Is Apple Product-Centric or Customer-Centric? A Conversation with Colin Shaw

21 Nov 2023

Contributed by Lukas

How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their product...

How To Build Trust In Customer Experience

14 Nov 2023

Contributed by Lukas

Building trust is a crucial aspect of any successful business, especially when it comes to the client experience. But how exactly can organizations fo...

Moving Contact Centers From SLAs to Experience Level Agreements

07 Nov 2023

Contributed by Lukas

What's the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that c...

Make The Customer Experience Business Case With Storytelling

31 Oct 2023

Contributed by Lukas

Storytelling is the ultimate tool for persuasion and connection. Rob Biesenbach is a seasoned professional speaking coach and author who understands t...

The Future of The Contact Center's Role in Customer Experience

24 Oct 2023

Contributed by Lukas

Customer service is a big part of the customer experience, and the call center is a critical focal point for direct interaction with customers. With a...

Crafting The Customer Experience For People Not Like You

17 Oct 2023

Contributed by Lukas

On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of seve...

Leading with Vulnerability in the Contact Center

10 Oct 2023

Contributed by Lukas

Most of us have grown up with the stereotyped idea that a leader should be emotionless and impersonal. But this isn't the case, as we so often see tha...

Customer Experience Success Now And Later

03 Oct 2023

Contributed by Lukas

As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. But a...

Eduardo Briceno's Performance Paradox

26 Sep 2023

Contributed by Lukas

Despite trying to do our best every day in customer experience or any other facet of business, we often run up against a wall. We focus all of our ene...

Tips To Coach Contact Center Agents From Warby Parker Exec

19 Sep 2023

Contributed by Lukas

The most competitive brands today understand the contact center is an opportunity, and ensuring a customer-centric culture in that contact center is k...

The Evolution Of Fortune 500 Companies - The Experience Is The Product

12 Sep 2023

Contributed by Lukas

Over the past few decades, the landscape of the Fortune 500 has changed immensely. Reflecting on this transformation, Alan Murray, the founder of Fort...

Forrester: A Look into Budgets, ROI, and Metrics Data to Improve Customer Experience

05 Sep 2023

Contributed by Lukas

Modern customer experience is data-driven. Management needs data-backed insights to understand what they can improve in their processes or products to...

Square: The Management and Leadership Strategy You Need to Modernize Your Contact Center

29 Aug 2023

Contributed by Lukas

Running a contact center is one of the most challenging processes for a company when offering a unique and positive customer experience. Contact cente...

Tanger Outlets: The Relevance of Shopping Outlets in a Modern Online Shopping Era

22 Aug 2023

Contributed by Lukas

Tanger Outlets has a 42-year history of being an industry leader in branded in-person retail outlets, providing a unique on-brand customer experience ...

Inspirato: Pioneering the Future in Luxury Customer Experience

15 Aug 2023

Contributed by Lukas

In customer experience integrating innovation and personalization is key. Inspirato is a luxury vacation membership company that offers its members ac...

Customer-Focused Leadership Advice from United Airlines' Former CEO

08 Aug 2023

Contributed by Lukas

  With its many changes and outside forces, the airline industry is challenging for customer experience. But Oscar Munoz, former CEO of United Airlin...

Customer Service is Marketing: How to Integrate Pre- and Post-Sale

01 Aug 2023

Contributed by Lukas

Marketing is often thought of as everything that happens before a sale; customer service is everything that happens after. But according to Allan Dib,...

8 Strategies to Create a Customer-Centric Culture

25 Jul 2023

Contributed by Lukas

What is a customer-centric culture? According to Dr. Chris L. Brown, CEO and Co-Founder of MarketCulture, it's the environment, behaviors, and how wor...

The First 90 Days: How To Excel In A Customer Leadership Role

18 Jul 2023

Contributed by Lukas

From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positio...

Inside Choice Hotel's Customer-Focused Data Strategy

11 Jul 2023

Contributed by Lukas

A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is u...

How a CEO Can Lead and Build a Customer-Obsessed Culture

05 Jul 2023

Contributed by Lukas

Where does a customer-obsessed culture start? With the CEO. Jeff Mezger, Chairman, President, and CEO at KB Home, is known for his customer-centricity...

What's Next for Car Buying? Insights from Cars.com CMO Jennifer Vianello

28 Jun 2023

Contributed by Lukas

Like many industries, the automotive space has been upended in recent years. With supply chain issues, changing technology, and evolving customer pref...

How to Make Content a Cornerstone of Your Customer Experience Strategy

20 Jun 2023

Contributed by Lukas

Delivering quality content to customers builds trust and strengthens relationships. With the power of search engine optimization, content can be a p...

Behind The Scenes Of JetBlue Travel's Contact Center Strategy

13 Jun 2023

Contributed by Lukas

Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience st...

How the World's Largest Beauty Brands Leverage Live Chat to Educate Customers

06 Jun 2023

Contributed by Lukas

Imagine having an expert makeup artist available whenever you have a question. That's the reality for customers of some of the world's leading beauty ...

Celebrating National Customer Review Day With Reputation

30 May 2023

Contributed by Lukas

Customers frequently read reviews from other customers, but how often do companies get involved? Customer reviews abound online but are often overlook...

The Case Against Quantitative Customer Experience Data

23 May 2023

Contributed by Lukas

Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the cu...

Support Employees' Mental Health with Tips from TOMS Chief Impact Officer Amy Smith

16 May 2023

Contributed by Lukas

Between stress from the pandemic and the economy, rude customers, and changing technology, many customer-facing employees are burnt out. Mental health...

Disrupt and Transform: IBM CMO/CCO Jonathan Adashek on How the Company Evolves

09 May 2023

Contributed by Lukas

How does a company founded in 1911 stay relevant and a leader in the tech space today? Continual evolution and a willingness to disrupt. IBM has long ...

A Results-Proven Approach To The ROI Of Customer Experience

02 May 2023

Contributed by Lukas

The biggest challenge for customer experience teams often isn't learning new technology, staying on top of trends, or connecting with customers--it's ...

Feedback Matters: How To Add Customer Insights and Metrics to Your Leadership Strategy

25 Apr 2023

Contributed by Lukas

Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. But it requires continually liste...

4 Common Data Challenges and How to Overcome Them

18 Apr 2023

Contributed by Lukas

The abundance of data available to companies today presents incredible opportunities to personalize their experiences and serve customers like never b...

3 Secrets to ButcherBox's Customer Obsession From Chief Product & Experience Officer Lesley Mottla

11 Apr 2023

Contributed by Lukas

It takes a lot to stand out in the competitive DTC food delivery market. But ButcherBox built a competitive advantage by staying true to one of its co...

Morgan Stanley CMO Alice Milligan Shares How the Brand Balances Legacy and Innovation

04 Apr 2023

Contributed by Lukas

Morgan Stanley CMO Alice Milligan is tasked with balancing legacy and innovation for a company founded nearly 90 years ago that has become one of the ...

How Nationwide Makes Listening to Customer Feedback a Company-wide Priority

26 Mar 2023

Contributed by Lukas

The foundation of delivering a fantastic experience to customers is listening to them. How can you provide relevant and personalized experiences witho...

Betterment's VP of CX On How To Create Customer-Focused Leadership

21 Mar 2023

Contributed by Lukas

What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Digital investment company Betterment was ...

Overcome Customer Indecision With Bestselling Sales Author Matthew Dixon

14 Mar 2023

Contributed by Lukas

What's one of the biggest challenges of securing a sale? It's not rejection--it's indecisive customers. Customer indecision is everywhere, from B2B bu...

Connecting with New and Changing Customers: Lessons from the Del Monte Foods CMO

07 Mar 2023

Contributed by Lukas

How do you reinvigorate a 135-year-old brand to connect with new and changing customers? That's the question faced by Bibie Wu, CMO of Del Monte Foods...

6 Forces to Navigate the Changing Retail Industry

28 Feb 2023

Contributed by Lukas

Looking at the consumer industry, it's clear that things are changing. But what does that mean for businesses, and how can they navigate these unchart...

What Gets Measured Gets Managed: CX Metrics Insights from Petco's Chief Customer Officer

21 Feb 2023

Contributed by Lukas

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its b...

Measuring The Success of Our Relationships (And Not Lying About It)

14 Feb 2023

Contributed by Lukas

At the heart of customer experience is building relationships with our customers. But the business side also means tracking those relationships and no...

Listen To Build-A-Bear's CEO Talk About Her Customer Experience Strategy

07 Feb 2023

Contributed by Lukas

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy f...

The Business Case for CX: How to Make it a Priority in Your Organization

31 Jan 2023

Contributed by Lukas

To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to exec...

TrueCar's Approach to Digital Customer Journey Mapping

24 Jan 2023

Contributed by Lukas

Most customers don't come into the car buying process knowing exactly what they want. In fact, many customers find the experience overwhelming and ner...

Visa Global Head of Fraud Services Michael Jabbara Shares His Views on the Future of Cybersecurity

17 Jan 2023

Contributed by Lukas

Cybersecurity and fraud have long been a part of the modern online experience. Every time a customer interacts or transacts with a brand online, they ...

The WAYS CX Framework

10 Jan 2023

Contributed by Lukas

The customer of the future is here. Is your company ready? The last few years have caused consumers to re-evaluate their purpose and what they value i...

What Southwest Airlines Could Have Done Better This Christmas

03 Jan 2023

Contributed by Lukas

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. I...

How Saks' CMO Creates a Customer-Driven Approach to Digital

20 Dec 2022

Contributed by Lukas

There's no doubt that the future of retail is digital. And now, Saks is doubling down on that theory by spinning off its digital and e-commerce presen...

Are We Witnessing The End Of The Streaming Wars?

13 Dec 2022

Contributed by Lukas

For years, the streaming wars dominated as more customers cut the cord on cable, new streaming services popped up to challenge Netflix, and an incredi...

How To Use Both/And Thinking To Balance Long-Term Vision With Short-Term Customer Service

06 Dec 2022

Contributed by Lukas

Customer experience professionals face countless balancing acts: do you focus on digital or in-person experiences? Employee experience or customer exp...

Driverless Cars With A Customer Focus: Inside Cruise's Growth

29 Nov 2022

Contributed by Lukas

In a competitive industry driven (quite literally) by robots, Cruise stands out because of its focus on humans. The autonomous vehicle arm of GM thriv...

6 Ways To Show Customers You're Grateful This Holiday Season

22 Nov 2022

Contributed by Lukas

Tis the season to show gratitude. But do your customers feel your appreciation? Customers can tell when brands are excited about their business. But ...

How Progressive's Stock Has Soared Under CEO Tricia Griffith's Customer-Centricity

15 Nov 2022

Contributed by Lukas

Every employee plays a role in customer experience, but they often follow the lead of the CEO. At Progressive Insurance, employees follow the customer...

From Bean Bags To Billions: LoveSac's Innovative DTC Success

08 Nov 2022

Contributed by Lukas

What started as a college side hustle is now one of the world's most recognizable furniture companies, with nearly a billion dollars in sales. What's ...

Secrets Behind Discover's Award-Winning Digital Experience

01 Nov 2022

Contributed by Lukas

In the competitive financial services industry, delivering convenient, customer-centric solutions can be a significant competitive advantage. And that...

More Innovation, Lower Costs: Inside FedEx's Customer Experience Strategy

25 Oct 2022

Contributed by Lukas

Gaining a customer is one thing. Keeping them is something else.  Chris Goossens, SVP of Customer Experience at FedEx Europe, says the key to success...

3 CX Opportunities In The Future Of AI And Automation

18 Oct 2022

Contributed by Lukas

AI affects every aspect of our lives, from romantic and personal relationships to finances, personal care, and employment. But AI and automation also ...

How Mint Mobile Bucks Industry Trends To Serve Customers

11 Oct 2022

Contributed by Lukas

When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn't your fir...

How Bank Of America Provides Personalized Digital Service To 55 Million Clients

04 Oct 2022

Contributed by Lukas

Today's customers demand personalized and convenient digital solutions. The challenge for brands comes when trying to provide a personalized digital e...

Don't Just Transact With Customers, Advise Them

27 Sep 2022

Contributed by Lukas

The traditional approach to banking is transactional. Customers need to make a deposit or move money, so they interact with their bank to get the job ...

3 Tips For Customer-Focused Communication From Amy Porterfield

20 Sep 2022

Contributed by Lukas

Every business, regardless of industry, location, or size, depends on communication to create a fantastic customer experience. You can't build relatio...

How To Give Guests Everything They Need And Nothing They Don't

13 Sep 2022

Contributed by Lukas

The ultimate goal of customer experience is always to make customers' lives easier and better. Or, in the words of Getaway Chief Experience Officer Ca...

You're Only As Good As Your Ability To Solve Problems For Your Customers And Their Communities

06 Sep 2022

Contributed by Lukas

The goal of customer experience is always to make customers' lives easier and better. And a huge part of achieving that goal is solving problems for y...

A Customer-Focused, Digital Approach To Dining From The Halal Guys

30 Aug 2022

Contributed by Lukas

When The Halal Guys started as a New York City food cart in 1990, technology was the furthest thing from the founders' minds. Today, the growing and t...

The Chief People Officer Of The World's Largest Employer Links EX And CX

23 Aug 2022

Contributed by Lukas

Employee experience and customer experience are clearly linked—especially on a large scale at the world's largest employer.  According to Donna Mor...

Reinvigorating A 110-Year-Old Brand Through Customer Feedback

16 Aug 2022

Contributed by Lukas

How do you move an iconic brand towards the future?   That was the question Harry Overly, President and CEO of Sun-Maid, faced when he took over the ...

Creating A Customer-Centric Utility Company

09 Aug 2022

Contributed by Lukas

Creating A Customer-Centric Utility Company Utility companies aren't typically known for their customer-centricity.  But Kevin Walker, CEO of Duquesn...

Customer Experience is a Decision

02 Aug 2022

Contributed by Lukas

Customer Experience Is A Decision People often refer to customer experience as a discipline. But it's more than that—customer experience is a decisi...

What's Next For Return Logistics

26 Jul 2022

Contributed by Lukas

What's Next For Return Logistics Returns are a part of doing business for retailers, especially as e-commerce grows and shoppers have more options tha...

The Secret To Data-Driven Marketing

19 Jul 2022

Contributed by Lukas

Do your marketing efforts feel like a shot in the dark? It doesn't have to be that way.  With the power of today's abundance of data, brands can use ...

AI Creates Super-Human Customer Service

12 Jul 2022

Contributed by Lukas

When most people think of customer service artificial intelligence, they think of chatbots.  But the power and potential of AI in customer service ex...

Transforming The B2B Buyer Journey

05 Jul 2022

Contributed by Lukas

The B2B buyer journey is changing, and companies that can match changing demands with technology, personalization and flexibility will succeed.  Plen...

How Leaders Can Build Relationships Through Transparency

28 Jun 2022

Contributed by Lukas

It's not every day you see a CEO dancing on TikTok. But being vulnerable and transparent is one of the reasons Ali Bonar has seen incredible growth an...

How‌ ‌To‌ ‌Build‌ ‌An‌ ‌ROI‌ ‌Model‌ ‌For‌ ‌CX‌

21 Jun 2022

Contributed by Lukas

Investing in customer experience is just that—an investment. Being able to prove the return and value of that investment is crucial for all companie...

How To Turn Customer Feedback Into Actionable Insights

14 Jun 2022

Contributed by Lukas

One bad experience and the click of a mouse. That's all it takes for a customer or employee to go somewhere else. As life and work have become digitiz...

What's‌ ‌The‌ ‌Difference‌ ‌Between‌ ‌Customer‌ ‌Success‌ ‌And‌ ‌Customer‌ ‌Service?‌

07 Jun 2022

Contributed by Lukas

Customer success and customer service may sound similar. But what's the difference between these two important disciplines?  Emilia M. D'Anzica, foun...

3 Ways Bill Creelman Practices Customer-Centric Leadership

31 May 2022

Contributed by Lukas

Many consumers want to follow a healthy diet, but do they really know what they're consuming? That question was the driving force behind Spindrift, a ...

How‌ ‌Skullcandy‌ ‌Creates‌ ‌A‌ ‌Customer-Focused‌ ‌Marketing‌ ‌Strategy‌

24 May 2022

Contributed by Lukas

Just like every company is unique, so are its customers.  Lifestyle and tech company Skullcandy's sweet spot is young adventurers who love great musi...

Partnering With Customers For Digital Transformation

17 May 2022

Contributed by Lukas

Digital transformation is critical for all businesses today—but it isn't something brands need to take on alone.  Especially in the B2B world, invo...

3 Ways To Achieve Personal Wealth And Financial Freedom

10 May 2022

Contributed by Lukas

We interact with money all day long—every time we pay for things, get a paycheck, check our bank balance or get a bill. How do those interactions ma...