The Modern Customer Podcast

Human-First Customer Service is Broken: Here's How to Fix It

02 Jun 2020

Contributed by Lukas

Every modern customer is familiar with the basic customer service script. It's often what they hear after waiting on hold and having to work through a...

What COVID Teaches Us About Future-Proofing

26 May 2020

Contributed by Lukas

Even the most forward-thinking companies couldn't predict the magnitude and impact of the COVID pandemic. If the future is unpredictable to even the m...

The Customer Of The Future Wants Connection And Progress

19 May 2020

Contributed by Lukas

Every consumer has their go-to brands—the companies they will do business with again and again because of a trusted track record, great product and ...

Is COVID The Catalyst For Banking Digital Transformations?

12 May 2020

Contributed by Lukas

Like all industries, banking has faced huge disruptions due to the global COVID-19 pandemic. And although the challenges facing banks have led to many...

Former Apple CEO John Sculley On The Importance Of Customer Experience

05 May 2020

Contributed by Lukas

Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. But that hasn't always been the ca...

5 Ways Nonprofits Can Use Data To Drive The Supporter Experience

28 Apr 2020

Contributed by Lukas

A company striving to grow its revenue and an organization dedicated to finding a cure for type 1 diabetes may have different goals, but one important...

How Informatica Leverages The Powerful Combination of AI and Data

21 Apr 2020

Contributed by Lukas

"AI needs data, and data needs AI. They go hand in hand." Those are the powerful words of Ansa Sekharan, Executive Vice President and Chief Customer O...

How Personalization Made BarkBox A Must-Have Subscription Service

14 Apr 2020

Contributed by Lukas

Successful, customer-driven companies put their customers first in everything they do. Even if those customers have four paws. BARK, the company behin...

Community During Coronavirus: How The Alcohol Industry Builds Connections

08 Apr 2020

Contributed by Lukas

The global coronavirus pandemic has changed how businesses around the world operate. But according to Ann Mukherjee, CEO of Pernod Ricard, times like ...

3 Pillars that Empower Executives to Thrive During Tough Times

31 Mar 2020

Contributed by Lukas

It's no secret that we are experiencing a moment in history that is uncertain and distressing. The coronavirus pandemic has affected millions of busin...

How Citi Uses Purpose-Driven Campaigns To Connect With Customers

03 Mar 2020

Contributed by Lukas

Financial services might not seem like the most emotive industry, but consumers tend to have some of their most emotional moments connected with their...

5 Values That Drive Logitech's Customer-Focused Culture

25 Feb 2020

Contributed by Lukas

In the fast-paced tech world, it's tempting for companies to rely on their products. But Logitech, one of the world's largest hardware companies, know...

H&R Block's Evolved Experience Aims To Wow Its 20 Million Customers

12 Feb 2020

Contributed by Lukas

More than 150 million Americans will file their taxes in the coming months. But how many of them will have a good experience doing it? H&R Block aims ...

How Mamava Uses Design Thinking To Solve Customer Problems

04 Feb 2020

Contributed by Lukas

When Sascha Mayer had her first baby, she realized a common problem for working moms: not having a good place to breastfeed or pump for their baby. Es...

3 Transformations at Serta Simmons With CMO Melanie Huet

29 Jan 2020

Contributed by Lukas

The mattress industry definitely hasn't been sleepy in recent years. With the success and growth of online, direct-to-consumer mattress companies, ind...

Reducing Friction, Your Best Advantage In Creating Compelling Customer Experiences

21 Jan 2020

Contributed by Lukas

When you think of your interactions with brands, you likely find yourself experiencing some kind of friction. In physics, friction is anything that sl...

Creating A Great Experience For Customers Of All Ages

14 Jan 2020

Contributed by Lukas

How do you create a great experience for customers of different generations? That's the challenge faced by children's hair salon Pigtails & Crewcuts, ...

Nordstrom Revamps Customer Experience With New Supply Chain Strategy

02 Jan 2020

Contributed by Lukas

The supply chain isn't typically a strong consideration when building a customer experience strategy. But at Nordstrom, the supply chain is a critical...

Using Experiential Retail To Create A Carefree Escape

22 Nov 2019

Contributed by Lukas

A company that rose out of tragedy is now a leader in experiential retail. Painting with a Twist was started 10 years ago after Hurricane Katrina to g...

Building Thoughtful Customer Experiences At Slack

12 Nov 2019

Contributed by Lukas

Some companies let customer experience come together on its own, while others take a more intentional approach. At Slack, the thoughtful, intentional ...

From Chaos To Clarity: How A Knowledge-Rich Culture Boosts Customer Experience

05 Nov 2019

Contributed by Lukas

Is your company operating in chaos or clarity? The difference often comes down to creating a knowledge-rich culture. Modern customers and employees wa...

Lessons In Experiential Retail From The Pet Industry

25 Oct 2019

Contributed by Lukas

In a world where more customers want to stay at home and have products and services delivered to them, a company in the pet industry is mixing things ...

The State of Customer Experience In Australia

18 Oct 2019

Contributed by Lukas

For years, Australia has had with a well-established culture of customer experience. In general, companies seem to connect with customers better and o...

How To Become A Professional Speaker With Jacob Morgan

08 Oct 2019

Contributed by Lukas

It may seem glamourous to fly around the world, deliver speeches to adoring fans, and bring in a big paycheck. In reality, the life of a professional ...

Disrupting The Auto Industry Customer Experience With Carvana

01 Oct 2019

Contributed by Lukas

Buying a car can be stressful and time-consuming. It's not a task that most consumers look forward to. But Carvana is changing the experience by givin...

How A $1 Billion Dollar Company Keeps Customer Service As Its Focus

26 Sep 2019

Contributed by Lukas

The telecom world faces constant change and evolution. A decade ago, smart phones didn't exist, and now they're the core of every company. Through the...

Experience Design In Field Operations With AT&T President Jenifer Robertson

17 Sep 2019

Contributed by Lukas

In a company as large as AT&T, most customers will only ever interact with field operations technicians. That means that creating a strong experience ...

Digital Transformation And The Future Of Ecommerce With Pitney Bowes CMO

10 Sep 2019

Contributed by Lukas

In 2020, ecommerce logistics company Pitney Bowes will celebrate its 100th anniversary. It's safe to say the company has seen tremendous change in its...

We Are Future Shapers: Enterprise Transformation At Honeywell

05 Sep 2019

Contributed by Lukas

Instead of just being employees, Honeywell employees are now considered Future Shapers. It's part of the company's digital transformation and move to ...

Creating A Thriving Subscription Business With Fender Digital

28 Aug 2019

Contributed by Lukas

If you had great intentions of playing the guitar but gave it up after your first lesson, you aren't alone. As many as 90% of new guitarists quit with...

Driving Customer Experience At IBM With CMO Michelle Peluso

20 Aug 2019

Contributed by Lukas

How does a 100-year-old company continually reinvent itself to change how the world works? By relying on and driving a high-quality customer experienc...

The Future of Train Travel Is Here With Virgin Trains USA

13 Aug 2019

Contributed by Lukas

Taking a relaxing trip by rail or hopping on a high-speed commuter train to the next city is common in Europe and Asia, but it's a foreign idea for mo...

Customer Service Is Not A Cost Center And Other Lessons From FreshBooks

06 Aug 2019

Contributed by Lukas

How do you take on an industry giant and deliver innovative solutions? With a customer-first culture that becomes a competitive advantage. Mike McDerm...

Samsonite: A 110 Year Old Company With A Fresh Digital Approach

30 Jul 2019

Contributed by Lukas

Most people don't think about their luggage when travelling. The goal is to focus on the experiences themselves instead of the product that's carrying...

Restoring Trust, Control, And Fairness In The Digital World

23 Jul 2019

Contributed by Lukas

For years, customers have traded their personal data for digital services, rewards or promotions. In order to gain access to a new program, get discou...

Driving Innovation In Customer Experience With Josh Linkner

17 Jul 2019

Contributed by Lukas

There's a lot of talk about innovation in the business world. But innovation is more than just a buzzword—it should be the culture and mindset of cu...

Nordstrom's Digital Transformation With SVP Customer Experience Shea Jensen

09 Jul 2019

Contributed by Lukas

How does a company that has been around for more than 100 years still provide innovative and customer-focused service? For Nordstrom, it comes down to...

Growth IQ: The Ten Smart Decisions That The World's Most Successful Businesses Make

28 Jun 2019

Contributed by Lukas

What's the secret sauce to successful businesses? How do the best companies continually innovate and grow? According to Tiffani Bova, Global Customer ...

Customer Experience Transformation at CiscoLive!

13 Jun 2019

Contributed by Lukas

Embarking on a full-scale customer experience transformation is a huge undertaking, especially for an organization as large as Cisco. The company has ...

Customer Experience Transformation at CiscoLive!

13 Jun 2019

Contributed by Lukas

Embarking on a full-scale customer experience transformation is a huge undertaking, especially for an organization as large as Cisco. The company has ...

Cisco's Customer Experience Transformation With Alvio Barrios

04 Jun 2019

Contributed by Lukas

Many companies think of customer service as just what happens when a customer calls with a problem, but Cisco has transformed customer experience to i...

Conversational AI At Capital One

30 May 2019

Contributed by Lukas

Imagine having a human assistant to look after your money 24/7 and proactively find ways to save more and keep your money secure. It may sound like an...

The Experience Economy Is Growing: A New Company Curates Luxury Travel Experiences

22 May 2019

Contributed by Lukas

Planning a vacation is often so exhausting that you need the vacation just to recover. Choosing a destination, planning the itinerary and scheduling a...

Sprint's Digital Transformation with Chief Digital Officer Rob Roy

14 May 2019

Contributed by Lukas

Digital transformation can have numerous goals, from saving money to improving customer satisfaction. But at Sprint, the goal is to empower both inter...

When It Comes To Customer Engagement, Loyalty Matters At Citi

01 May 2019

Contributed by Lukas

Are loyalty programs worth the cost? According to research by Citi, the answer is a resounding yes. As the company transformed its rewards program and...

Designing Empathy Into Customer Experience

23 Apr 2019

Contributed by Lukas

Two of the biggest buzzwords in customer experience are AI and empathy. But are the two concepts mutually exclusive, or can they be used together to c...

5G Will Impact The Customer Experience: An Interview With Qualcomm's President

17 Apr 2019

Contributed by Lukas

Imagine being able to stream anything anywhere without having to worry about bad signals or data limits. Soon connecting to the internet will be as co...

Balancing Human And Technology Decisions In Digital Transformation

03 Apr 2019

Contributed by Lukas

Digital transformation is all about using technology to better solve customer problems. But a new report from global telecommunications company Telstr...

Digital Transformation At The American Medical Association

21 Mar 2019

Contributed by Lukas

It may have the word "medical" in the title, but by all accounts, The American Medical Association is actually a media company seeing the fruits of it...

Customer Experience For Your Most Valuable Customers With Wharton's Peter Fader

07 Mar 2019

Contributed by Lukas

Most people consider customer experience the ultimate goal for companies and marketers, but according to marketing professor Peter Fader, customer exp...

Behind The Scenes Of Comcast's Digital Transformation

13 Feb 2019

Contributed by Lukas

Digital transformation is everywhere these days. But the idea of updating everything about how a company works and interacts with customers can be ove...

The Consumerization Of Healthcare With One Medical's CMO Doug Sweeny

31 Jan 2019

Contributed by Lukas

You've probably experienced this familiar scene: going to the doctor, having to wait to be seen in a sterile office, feeling rushed through the entire...

Digital Transformation For B2B Customer Experiences

07 Jan 2019

Contributed by Lukas

Customer experience is a major focus of the B2C world, but it's also vitally important for B2B companies. As B2B customers become more digitally savvy...

Creating Personalized Retail Customer Experiences With RedThread

19 Nov 2018

Contributed by Lukas

It's a problem nearly every woman has faced: shopping for clothes and taking dozens of items into the dressing room, only to come out with just one or...

Talk Triggers: The Complete Guide To Creating Customers With Word Of Mouth

01 Nov 2018

Contributed by Lukas

In a world where most of a company's marketing and customer experience budget goes to new technology and flashy ads, it's time to get back to the basi...

Marketing Age Positivity With Chico's CMO

03 Oct 2018

Contributed by Lukas

In a world where older women are often expected to look and act a certain way, Chico's is spreading a message of age positivity. The clothing store re...

Nasdaq Grows Its Digital Brand With Explosive Social Media Content

26 Sep 2018

Contributed by Lukas

A stock exchange might not seem like the most likely place to publish fresh social content and connect with younger generations. But then again, Nasda...

Leveraging Computer Vision For Customer Experience At Wayfair

12 Sep 2018

Contributed by Lukas

Shopping for a new couch or rug is unlike any other kind of shopping. First, customers don't buy these kinds of household items as often they do other...

Topgolf Captures The Future Of Customer Experience

27 Aug 2018

Contributed by Lukas

Some people say millennials don't golf. That might be the case in the normal world of golf, but at Topgolf the stats show a different story. 51% of To...

Using AI For Customer Experience At Allstate

07 Aug 2018

Contributed by Lukas

Imagine having an expert mentor at your fingertips at all times. Someone who could answer questions, provide advice and move you in the right directio...

Improving Digital Connections With Customers

24 Jul 2018

Contributed by Lukas

It used to be that customers went to a restaurant for dinner, enjoyed their meal, and left without a second thought. Now, digital technology is changi...

CX Is Today's Brand Battleground - Arm Yourself!

17 Jul 2018

Contributed by Lukas

Business leaders and executives would all agree that today's customer experience has to be personalized, convenient, fast and right every time. But ho...

Storytelling With The CMO Of Tourism Australia

11 Jul 2018

Contributed by Lukas

When you think of great stories, you probably think of things you connected with emotionally. Sweeping images and great characters and locations inste...

American Customer Satisfaction Index with Managing Director David VanAmburg

05 Jul 2018

Contributed by Lukas

When it comes to understanding customer satisfaction, it's best to go straight to the source: the customers themselves. Perhaps no one does that bette...

Must-Have Career Tips From The Forbes Women Summit With Microsoft GM Lori Wright

27 Jun 2018

Contributed by Lukas

It's a situation many people have found themselves in. As a young professional who was throwing herself into her career, Lori Wright looked around one...

Customer Service Expert Jeanne Bliss Asks "Would You Do That To Your Mother?"

20 Jun 2018

Contributed by Lukas

Business leaders, contact center employees and sales associates interact with customers every day and are faced with requests, questions and a wide va...

Next Insurance: Reinventing Insurance For Small Business

14 Jun 2018

Contributed by Lukas

The world of small business insurance has always been riddled with hoops to jump through. Instead of spending valuable time growing their businesses, ...

Getting Future Ready With Wunderman CMO Jamie Gutfreund

30 May 2018

Contributed by Lukas

Is your company running from the future or preparing for it? Nearly every business leader knows the the future of work and technology will bring huge ...

Is Your Customer Experience GDPR Ready?

24 May 2018

Contributed by Lukas

A huge change is coming to Europe, and most businesses aren't ready. The EU's General Data Protection Regulation, or GDPR, goes into effect May 25, an...

The Future Of Customer Experience: People Plus Technology

14 May 2018

Contributed by Lukas

There are often two camps when it comes to customer experience: those who think automation and technology is the future, and those who think humans wi...

How Prudential Connects The Dots Of Every Customer Interaction

08 May 2018

Contributed by Lukas

In a world filled with uncertainty, helping everyday Americans gain financial security has never been more important. That's been the goal of Prudenti...

The Critical Role Of Operations In Customer Experience

01 May 2018

Contributed by Lukas

In a world where many customers just feel like dollar signs or voices on the phone, one of the largest telecommunications companies in the world promi...

How A Humble Culture And Self-Deprecating CEO Fuels This $130M Tire Company

23 Apr 2018

Contributed by Lukas

Most CEOs don't clean bathrooms, report to entry-level employees, or stop by stores just to chat with customers. Then again, Larry Sutton isn't most C...

When Your Employees Are Your Customers With Liberty Mutual

12 Apr 2018

Contributed by Lukas

When it comes to customer experience, many companies often overlook an important group of customers: their employees. According to Melanie Foley, EVP,...

Customer Experience In The Insurance Claims Process

02 Apr 2018

Contributed by Lukas

When an insurance claim is filed, it means there has likely been an accident or some damage to a person's car, home, or business. Understandably, most...

Stronger and Smarter: A Look Back At Customer Experience With Zappos

28 Mar 2018

Contributed by Lukas

Zappos is considered a leader when it comes to customer experience, but it hasn't always been that way. When Rob Siefker, now the Senior Director of C...

7 Lessons Learned From Adobe's New Customer Experience Index

20 Mar 2018

Contributed by Lukas

Many businesses know the importance of becoming "experience-led" and went to get there, but knowing where to start can be overwhelming. Adobe recently...

Improving Customer Experience With The Third Wave Of Enterprise Communications

19 Mar 2018

Contributed by Lukas

There's no doubt that customer experience is changing. Perhaps one of the most surprising aspects is that it is changing so quickly. In order to keep ...

Building A Customer-Centered Culture At Capital One

12 Mar 2018

Contributed by Lukas

Not many companies end up highlighted on The Ellen Show, but that's exactly what happened for Capital One, and it can all be credited back to the comp...

Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies

06 Mar 2018

Contributed by Lukas

Culture has come to the forefront of many business leaders' minds lately due to attention around issues like sexual harassment and diversity. The prob...

How Having A Culture Of Connection Can Impact Your Customer Experience

28 Feb 2018

Contributed by Lukas

Everyone wants to feel connected—it's part of human nature. Whether it's building relationships at home, in the community, or with friends, people l...

The Way Money Moves: How Our Relationship To Money Is Changing

07 Feb 2018

Contributed by Lukas

Most anyone who has had a bank account for at least a few years is familiar with the traditional relationship between banks and customers—banks hous...

The Connected Customer With Samsung

29 Jan 2018

Contributed by Lukas

It used to be that customers had one basic cell phone that they used just to call or text people, and they would contact the phone's support center wh...

Podcast Mashup: Highlights From The 2017 Episodes

22 Jan 2018

Contributed by Lukas

In 2017 I had a lot of great conversations with a wide variety of thought leaders. I gathered up some highlight clips from last year's podcast intervi...

Working With Your Spouse, Building a Personal Brand & The Future of Work With Jacob Morgan

30 Dec 2017

Contributed by Lukas

In today's work landscape, people aren't limited by what corporate position they hold or what their job title is. Everyone can piece together their dr...

The Top Ford Future Trends 2018

21 Dec 2017

Contributed by Lukas

The world is changing, and consumers are changing right alongside it. That's the biggest takeaway from the 2018 Looking Further with Ford Trends Repo...

Managing Real-Time Customer Communications In A Crisis

13 Dec 2017

Contributed by Lukas

It's a business leader's worst nightmare—a natural disaster is headed for your area, and you need to keep your family, your customers, and your busi...

Augmented Reality And The 4th Transformation

30 Nov 2017

Contributed by Lukas

Technology has changed and improved the customer experience over time, but the most recent transformation with the growth of augmented reality is sure...

More Than Data: Engaging Customers Authentically With The Ideal Marketing Mix

17 Nov 2017

Contributed by Lukas

When customers choose a clothing brand, they take a lot of things into consideration, including price, style, availability, and brand reputation. It t...

Healthcare Revolution: Lead With Customer Experience

09 Nov 2017

Contributed by Lukas

The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors ha...

Culture Is The Customer Experience Lyft You Need

01 Nov 2017

Contributed by Lukas

When looking to create a high-quality customer experience, there are a lot of things that companies can do. But one of the best ways to give your comp...

Creating Compelling Customer Service Experiences

25 Oct 2017

Contributed by Lukas

Nearly every company wants to better understand their customers so they can find ways to improve the customer service and build brand loyalty. But act...

How The General Data Privacy Regulation Will Impact Your Customer Experience

16 Oct 2017

Contributed by Lukas

New regulations from the EU are impacting customer data around the world and causing companies to make big changes or risk getting hit with heavy fine...

How Facebook Shapes Customer Experience With Chatbots

11 Oct 2017

Contributed by Lukas

The majority of customer interaction today happens on the phone, but that isn't the way most customers prefer to communicate or the most effective way...

Meet Verizon Wireless' New Chief Customer Experience Officer Scott Zimmer

02 Oct 2017

Contributed by Lukas

Verizon Wireless is known for trying new, innovative things to expand its business and reach new customers. In the competitive mobile space, it takes ...

Leading Both Employee And Customer Experience At Adobe

26 Sep 2017

Contributed by Lukas

When it comes to building strong relationships and experiences, organizations are often faced with a difficult choice: do they focus on employees or o...

Shaping The Future City With Ford's Jessica Robinson

18 Sep 2017

Contributed by Lukas

Imagine a city where people travel seamlessly on their way to and from work, new technology is integrated into everyday life, the air is clean of poll...

The Behavioral Psychology Of In-Store And Online Shoppers

12 Sep 2017

Contributed by Lukas

Online shopping and new technology has changed how customers interact with brands and make purchases, and it has had a huge effect on the customer exp...

Connecting Customer Experience To Business Strategy: An Interview With Charlene Li

04 Sep 2017

Contributed by Lukas

Every company wants a magic elixir that makes employees happier, profits higher, and the outlook rosier. According to leading business strategist Char...

How Marketers Can Ensure Their Brand Evolves at the Same Pace as New Innovation and Growth

31 Aug 2017

Contributed by Lukas

There's never been a more exciting or more challenging time to be a marketer. Customer expectations are changing by the minute, meaning marketers have...