The Modern Customer Podcast

Facing Digital Disruption Across Industries With Accenture Digital's CEO

24 Aug 2017

Contributed by Lukas

Digital disruption is inevitable, especially as new technology emerges at a rapid pace. But instead of being disrupted, it's up to companies and leade...

The Term AI Is Overused: A Conversation With A Chief Data Officer At The Intercontinental Exchange

15 Aug 2017

Contributed by Lukas

Steve Hirsch has perhaps one of the most daunting data jobs in the world. As chief data officer at the Intercontinental Exchange and NYSE, his team is...

The CIO's Role In Customer Experience

10 Aug 2017

Contributed by Lukas

Things in the world of customer experience are constantly changing, and the CIO is no exception. Instead of simply sitting back and waiting for things...

Chatbots 101: Building A Chatbot For Business With Wells Fargo

01 Aug 2017

Contributed by Lukas

Today's customers want to interact with brands in a way that is easy and convenient. For most people, that means self service because they can control...

Today's Customer Experience Technology Stack For The Modern Customer

24 Jul 2017

Contributed by Lukas

It used to be that customer experience took place in person or when a customer called a support line; however, the interactions of today's modern cust...

Women Are Uniquely Positioned To Lead Customer Experience—Here's Why Denise Lee Yohn

18 Jul 2017

Contributed by Lukas

Anyone who says it's a man's world clearly hasn't seen the impact women can have on customer experience. As more women flock to customer experience ro...

Shifting Trends In Consumer Behavior With Ford's In-House Futurist

05 Jul 2017

Contributed by Lukas

Sheryl Connelly is the in-house futurist for Ford Motor Company. You might be surprised to know she doesn't ever talk about cars. As futurist she says...

How The CMO Can Leverage AI Internally And Externally

30 Jun 2017

Contributed by Lukas

There's no doubt that technology is changing faster than ever before. At the heart of that in the business setting is marketing, which is becoming a d...

All Customers Are Not Created Equal From The Wharton Customer Centricity Conference With Salesforce

27 Jun 2017

Contributed by Lukas

It's an age-old marketing question: do you focus on all our customers or only target those who are most likely to drive results? According to Dr. Pete...

Ethics and Artificial Intelligence With IBM Watson's Rob High

12 Jun 2017

Contributed by Lukas

Artificial intelligence seems to be popping up everywhere, and it has the potential to change nearly everything we know about data and the customer ex...

Pushing The Bounds Of Creativity With Ann Lewnes

07 Jun 2017

Contributed by Lukas

A commercial that starts with a bank robbery and ends by showcasing digital technology and customer experience might not be conventional, but that was...

How To Become A Professional Speaker With Shep Hyken

06 Jun 2017

Contributed by Lukas

What has turned into a successful career as an author and keynote speaker started with a birthday party magic performance as a young boy. When Shep Hy...

Customer Loyalty Pays With Marriott's CMO Karin Timpone

31 May 2017

Contributed by Lukas

Last year Marriott bought Starwood Hotels. The $13 billion merger created the world's largest hotel company with more than 1.1 million rooms and about...

Customer Experience In The Age of Artificial Intelligence With Pegasystems

24 May 2017

Contributed by Lukas

Today many consumers are deeply confused about artificial intelligence and the impact it makes. According to a recent Pega survey of 6,000 customers i...

Fighting Customer Fraud In The Modern World With The BBB

23 May 2017

Contributed by Lukas

In a world driven by technology and as more companies cut their customer service efforts as a way to save money, customers can often feel like they ar...

Leveraging Customer Analytics To Gain A Competitive Advantage

16 May 2017

Contributed by Lukas

In today's technology-driven world, one of the foundations of a strong customer experience is data. But with so much data floating around, it can be d...

The CIO's Role In The Customer Experience

09 May 2017

Contributed by Lukas

There has never been a better time to be a CIO. That's according to Vic Bhagat, CIO of Verizon Enterprise Solutions, who has decades of experience in ...

Customer Experience In The Age Of Social Media

27 Apr 2017

Contributed by Lukas

Customer experience is constantly evolving as new products and technology are introduced, but nothing has changed it more than social media. Instead o...

The Rise Of The Celebrity Chatbot: A Podcast With Christina Milian

18 Apr 2017

Contributed by Lukas

Today I bring you a special podcast interview with singer, actress and entrepreneur Christina Milian and her business partner Josh Bocanegra who toget...

Building A Brand Above The Fray: The Success Of Vera Bradley

15 Apr 2017

Contributed by Lukas

One of the brightest and most recognizable accessory brands around is Vera Bradley. Its bold patterns and functional designs make it a desirable brand...

TripAdvisor's Lessons Learned From Building A Chatbot

06 Apr 2017

Contributed by Lukas

Imagine being able to instantly get recommendations for top restaurants, hotels, and attractions, no matter where you are in the world without having ...

Shaping Customer Experience From The Top With AT&T Mobility's CEO

27 Mar 2017

Contributed by Lukas

All companies face challenges with industry disruption. No matter if you're in healthcare, education, retail or anything else, there are sure to be ch...

Improving Customer Experience With Marketing Analytics At 3 Day Blinds

23 Mar 2017

Contributed by Lukas

As the consumer world changes, businesses must adapt their strategies and marketing to best meet the needs of customers. 3 Day Blinds started nearly 4...

Managing Your Brand Through Times Of Change

28 Feb 2017

Contributed by Lukas

How do you keep your brand on message during a changing digital landscape with a company that is more than 100 years old? That's the question faced by...

Customer Experience And The Evolving Role Of The CMO

14 Feb 2017

Contributed by Lukas

Evolving technology means nearly everything about the customer experience is changing—including the role of the CMO. That's according to Maggie Chan...

The Sharing Economy's Customer Experience Technology Innovation

25 Jan 2017

Contributed by Lukas

Much of the technology that's being developed now will help us coordinate things, from employees to customers, in a much smoother way. Devin Fidler, r...

A Modern Customer Journey In Banking

12 Jan 2017

Contributed by Lukas

Not everyone loves dealing with banks or credit card companies. Citi Global Cards and its chief customer and digital experience officer, Alice Milliga...

Customer Collaboration With Salesforce's Mike Rosenbaum

03 Jan 2017

Contributed by Lukas

Collaboration and feedback are two hallmarks of great customer experience, and both are on display at Salesforce. The company's IdeaExchange is a plac...

How Self-Service Technology Is Changing The Landscape Of Contact Center Jobs

27 Dec 2016

Contributed by Lukas

Customer experience and the contact center landscape are already in the process of changing dramatically, and change will continue to happen for years...

What Is Transformational CX?

20 Dec 2016

Contributed by Lukas

It used to take customers a lot of effort to shop around—they had to drive from store to store to compare prices and spend time looking up reviews i...

Customer Experience In The B2B2C World

12 Dec 2016

Contributed by Lukas

The customer experience is far greater than just what a customer sees when they come into a store or visit a website. According to Peter Horst, former...

The Connected Customer

06 Dec 2016

Contributed by Lukas

As technology grows and customers gain power to play a bigger role in their shopping and purchasing experiences, businesses must also join in the digi...

How People Analytics Improves Customer Experience with Dolf Berle, President & COO, Dave & Buster's

29 Nov 2016

Contributed by Lukas

What began as an entertainment experience has turned into an innovative way for people to have fun and make memories together. Dave and Buster's was f...

Building Better Customer Experiences With The Cloud

21 Nov 2016

Contributed by Lukas

Machine learning is a powerful way to access information about your customers in order to personalize the experience to meet their needs. James Staten...

The CMO's Role In Building Customer Experiences

16 Nov 2016

Contributed by Lukas

With more than 20 million customers a year, Bridgestone Tires is well verse in customer interactions. The world's largest tire and rubber company oper...

Leading The Future Of Customer Experience With FedEx

08 Nov 2016

Contributed by Lukas

Lisa Lisson, president of FedEx Express Canada, knows the importance of customer experience. As a leader of more than 6,000 employees, her goal is to ...

How Customer Experience Is Shaped By Artificial Intelligence

03 Nov 2016

Contributed by Lukas

The consumer experience is transforming, and technology is at the center of it all. One company leading the way is health insurance provider Humana. T...

Outside In: The Power Of Putting Customers At The Center Of Your Business

11 Oct 2016

Contributed by Lukas

Kerry Bodine believes that happy customers lead to happy shareholders. Her book, Outside In: The Power of Putting Customers at the Center of Your Bus...

Shaping Customer Experience The Human Way With Ace Hardware's CEO

03 Oct 2016

Contributed by Lukas

There's a lot you might not know about ACE Hardware - for example did you know the world's largest Ace Hardware store is in Indonesia and is 160K squa...

Draw Customer Experiences To Win With Dan Roam

27 Sep 2016

Contributed by Lukas

Dan Roam will always be your most interesting dinner party guest, not just because he will explain complicated topics to you on the back of a napkin. ...

Variability Is Opportunity With Ebay's Chief Data Officer

20 Sep 2016

Contributed by Lukas

How important is it to organize your data around your customer? It turns out that variation in customer demographics can be a powerful thing, and you ...

Driving A Customer-Centric Marketing Strategy With Omni Hotels

12 Sep 2016

Contributed by Lukas

Peter Strebel serves as chief marketing officer and senior vice president of sales responsible for creating and driving innovative branding, communica...

A Podcast With The Chief Customer Officer Claire Burns of MetLife

06 Sep 2016

Contributed by Lukas

The role of the Chief Customer Officer is not an age-old role. It's a unique new role that's set up differently at every organization. One example com...

Engaging The Multi-Channel Fan With The Dallas Mavericks

29 Aug 2016

Contributed by Lukas

The Dallas Mavericks are famous for a few reasons. They are the 9th most valuable basketball Franchise in the NBA valued at $1.4 billion dollars. The ...

What Makes Amazon's Customer Experience The Best?

22 Aug 2016

Contributed by Lukas

Amazon repeatedly tops customer experience lists in addition to every other category for innovation. So what's the secret? John Rossman was an early e...

Collective Disruption: How Corporations & Startups Can Co-Create Transformative New Businesses with Michael Docherty

14 Aug 2016

Contributed by Lukas

Why does it seem like start-ups are having all the fun lately? All too often big companies will launch an incubator or start-up environment in their c...

Making Sense of Data Through Results-Proven Analytics With PopSugar

08 Aug 2016

Contributed by Lukas

Some of today's most innovative brands are content publishers that are engaging customers with content in addition to finding smart ways to monetize t...

The Math, The Magic and the Customer with Bain

01 Aug 2016

Contributed by Lukas

A new study from "The Math, the Magic and the Customer" found that inundated with troves of analytical data - today's marketers often mistake the "alg...

Are We Living In The Experience Economy

25 Jul 2016

Contributed by Lukas

Are we living in the experience economy? In today's episode of the Modern Customer Podcast I interview Joseph Pine, co author of The Experience Econom...

The Uber of the Skies With Jeff Potter

19 Jul 2016

Contributed by Lukas

Most of us hate flying. From delays to TSA lines to smaller and smaller seats on flights—flying is not what it used to be. Many of us enjoy the ease...

Disrupting Customer Acquisition With Stella & Dot's Jessica Herrin

11 Jul 2016

Contributed by Lukas

Remember Mary Kay or Avon? These companies put bread on the table for hard-working women and their families. In fact today's modern woman cannot alway...

The Social Influence Of Customer Reviews

05 Jul 2016

Contributed by Lukas

Niels Aillaud, Head of Digital Marketing and Chief Digital Officer of Whirlpool knows the importance of customer reviews and takes them very seriously...

Designing Smart Mobile Customer Experiences

27 Jun 2016

Contributed by Lukas

Historically we've always looked for ways to evolve how we use our money. We've been transacting for thousands of years and we're getting savvier on h...

Marketing Technology Is Far Too Complicated: Here's What You Can Do About It

21 Jun 2016

Contributed by Lukas

Today on the Modern Customer Podcast we're joined by David Edelman, global co-leader of McKinsey's Digital and Marketing & Sales Practices, based in B...

The Job Of A Marketer Is To Make Markets: The Importance of Ideas with Ann Simonds, CMO, General Mills

13 Jun 2016

Contributed by Lukas

General Mills is a 150 year old company. You have definitely heard of their famous cereal brands such as Trix, Cinnamon Toast Crunch and even their ne...

Building The End To End Customer Journey

06 Jun 2016

Contributed by Lukas

For today's Modern Customer Podcast we are joined by Erin Walline, the new Executive Director of Global Customer Programs for Dell. With a unique bac...

Being A Successful CMO Is About Asking The Right Questions

31 May 2016

Contributed by Lukas

B2B marketing is not for the faint of heart. Translating technical products and services and turning that into engaging content is not the easiest. Be...

What We Can Learn From Yahoo: How To Pivot With Your Customers

23 May 2016

Contributed by Lukas

There's never a dull moment at Yahoo! The company is in the news daily with rumors on who will purchase it, what Marissa Mayer is up to, and it's been...

Shaking Up Customer Engagement In Hospitality

16 May 2016

Contributed by Lukas

Most of us can't even conceptualize life before digital. In the "old days" people looking for a hotel would drive down the road. If the hotel was all ...

Making A Fan In The Moment Of Failure: Hearing Your Customers On Social Media

10 May 2016

Contributed by Lukas

You might have heard of @Veronica because she has 1.76M followers on Twitter. While she frequently speaks on topics like listening to your customers o...

Engaging Influencers With the CMO of TaylorMade-Adidas Golf Company

02 May 2016

Contributed by Lukas

When it comes to industries where brand advocates play a key role, perhaps no industry does influencer engagement play a bigger role than in sports. S...

Why This CEO Jumped On Board With Facebook's Chatbot

26 Apr 2016

Contributed by Lukas

When Chris McCann President and Chief Executive Officer of 1-800 FLOWERS.COM was sitting in the F8 keynote with Mark Zuckerberg, he had no idea Zucker...

Simplicity Is Everything: Customer Experience Done Well With Brand Expert Margaret Molloy

18 Apr 2016

Contributed by Lukas

You don’t hear the word simplicity very much when it comes to customer experience. But according to Siegel+Gale CMO Margaret Molloy simplicity is th...

How Big Companies Can Be The Disruptors Not The Disrupted

11 Apr 2016

Contributed by Lukas

This is the 2nd post in a two-part series featuring Fidelity thought leaders. Find the first post here. It seems that every innovation story you hear...

A Grocery Store With No Employees? Learn From The Creator Of The World's First Unmanned Store

29 Mar 2016

Contributed by Lukas

Imagine a small rural village in Sweden. It’s nighttime and a new dad drops the only remaining bottle of baby formula on the floor as his hungry son...

Overcoming Customer Experience Challenges For B2B Companies

24 Mar 2016

Contributed by Lukas

There’s a major challenge today facing every B2B company, and that’s customer engagement. Gallup has recently released a new guide discussing some...

How One Company Is Pioneering Snapchat For Customer Service

08 Mar 2016

Contributed by Lukas

Everywhere we look we see more people and brands raving about Snapchat. But we don't hear much about anyone using Snapchat for customer service yet. H...

Mobile Innovation With Vimeo

04 Mar 2016

Contributed by Lukas

This week on the Modern Customer Podcast we talk about all things mobile innovation. Our guest is Christophe Gillet Vice President of Product at Vimeo...

Customers Love The Netflix of Women's Clothes

01 Mar 2016

Contributed by Lukas

Le Tote is a lot like Netflix—you pay a monthly fee and get unlimited deliveries of clothes and accessories. This company has been growing like craz...

Building New Consumer Relationships In The Digital Era: An Interview with the Former President of Digital at OWN Robert Tercek

22 Feb 2016

Contributed by Lukas

According to Robert Tercek, author of Vaporized: Solid Strategies for Success in a Dematerialized World and former President of Digital Media at the O...

Absolut Enters The Internet Of Things

15 Feb 2016

Contributed by Lukas

If your food could talk to you what would it say? Would it help you cook? Would it provide some tasty pairing ideas for dinner? Or would it just tell ...

What Is The Purpose Of A Brand With Ryan Hanley

09 Feb 2016

Contributed by Lukas

What is the purpose of a brand? This is a question I’ve been asking to a handful of thought leaders. Ryan Hanley--the VP of Marketing at TrustedChoi...

Hug Your Haters With Jay Baer: How To Embrace Complaints and Keep Your Customers

01 Feb 2016

Contributed by Lukas

When you work in customer service and you're dealing with an angry customer—it's likely the last thing you feel like doing is giving them a hug. How...

Customer Centricity With Wharton's Dr. Peter Fader

25 Jan 2016

Contributed by Lukas

    Customer centricity is something we all intend to do--it sounds like it means being "into" your customers. You are interested and focused on t...

People May Be Brands But Brands Are Not People: Building Influence in the Digital Age

18 Jan 2016

Contributed by Lukas

Peter Drucker's grandson Nova Spivack, CEO of Bottlenose, says that Drucker would have felt today that real influencers are not spending a lot of time...

Delivering Social Customer Service At Mailchimp

23 Dec 2015

Contributed by Lukas

Kevan Gammage is senior manager for MailChimp’s social and Pro support teams. After joining MailChimp’s support team as an agent in 2013, he now h...

How Young People Can Be Successful In Technology: Advice From A Leading Game Designer

14 Dec 2015

Contributed by Lukas

We're at a crossroads in education. There is an increasing gap between the skills that are in demand in the workforce, and modern day education. It s...

Customer Experience With Google's Head of Global Customer Acquisitions Darren Pleasance

07 Dec 2015

Contributed by Lukas

Darren Pleasance leads the Global Customer Acquisitions team for Google, dedicated to driving Google's growth in the global SMB space across a diverse...

The X Factor In Customer Experience With Brian Solis

30 Nov 2015

Contributed by Lukas

In 2006 I was working at a conference company and I wanted to book Brian Solis as a speaker because he was the foremost thought leader on the topic of...

How Playboy Achieved Tremendous Growth By Revamping Its Digital Content Brand

20 Nov 2015

Contributed by Lukas

You might be surprised to hear that this week on Playboy's website you won't find nudes, but rather an article reading "Real Men Make Their Own Thanks...

Leveraging Data To Identify Customer Issues Early With Luxe Valet's Eva Khoo

13 Nov 2015

Contributed by Lukas

Customer service will tell you everything you ever wanted to know about how to improve your products and services. This is the beauty of customer data...

Why This On-Demand Content To Commerce Model Is All About Customer Engagement

08 Nov 2015

Contributed by Lukas

I can personally imagine a world where I can get anything whenever I want it. Can't you? In 2015 we've seen a proliferation of successful on-demand co...

How Connected Things Will Change The Future of Customer Experience

30 Oct 2015

Contributed by Lukas

According to Tim Joyce, Chief Innovation Officer of Xerox Customer Care, business success stories during the past 100 years were primarily about produ...

When Customers Design Their Own Experiences

23 Oct 2015

Contributed by Lukas

Today customers want products and services when and where they want them. Not only is timing and delivery key, but customers want to design their own ...

Panel: How are we Engaging with Digital Immigrants and Digital Natives featuring Tate and Playboy

15 Oct 2015

Contributed by Lukas

national collection of British art, and international modern and contemporary art. It is a network of four art museums), Beatrice Burrows, Digital Mar...

Customer Experience Leadership Conversations with Leyla Seka

09 Oct 2015

Contributed by Lukas

While every department needs a strong leader within the company, it can be said that customer experience needs an exceptionally strong leader. The re...

StubHub's Results Driven Approach To Managing Social Media In The Contact Center

01 Oct 2015

Contributed by Lukas

Since 1987 the share on consumer spending on live experiences and events relative to total U.S. consumer spending has increased 70%. Additionally 3 ...

When Variation In Customer Experience Is A Good Thing

23 Sep 2015

Contributed by Lukas

Can you imagine a bank that’s customer service agents create rapport with customers, so much so that they will learn intimate information about the ...

The Chief Customer Officer: Driving Customer Engagement At The Highest Levels

18 Sep 2015

Contributed by Lukas

It's counter-intuitive to most business practices to bring your customer in at the highest levels of the company to improve the company. However the m...

When Customer Service and Sales Are Managed Under One CCO

15 Sep 2015

Contributed by Lukas

Not every company's Chief Customer Officer has the same scope. For example at DoubleDutch, Chief Customer Officer Annie Tsai manages both the cust...

Pioneering A New Era of Customer Engagement

07 Sep 2015

Contributed by Lukas

Your brand is no longer defined by one marketing message but rather the daily interactions customers have with the brand. Brands today realize in an e...

GoDaddy Supercharges Its Customer Strategy With A New Kind Of High-Octane

30 Aug 2015

Contributed by Lukas

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Chief Customer Officers: The Human Duct Tape Of The Organization

24 Aug 2015

Contributed by Lukas

Did you know that Chief Customer Officers are the human duct tape of the organization? Chief Customer Officers are one of the fastest growing roles w...

Truth-Teller Augie Ray Talks Social Care, ROI and How To Win With Customer Experience

16 Aug 2015

Contributed by Lukas

Why don’t more companies understand if they get the “right” things “right” with customer experience success will come? Making money is not t...

Data Driven Customer Experiences

04 Aug 2015

Contributed by Lukas

Fragmented customer experiences have made it challenging for customer experience professionals looking to leverage big data. Have you ever bought a pa...

Mental Toughness For Women

03 Aug 2015

Contributed by Lukas

  It has been said that women do not support each other in the workplace because they are competing for a few positions at the top. While this might...