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The Modern Customer Podcast

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Managing Real-Time Customer Communications In A Crisis

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 business safe. How do you manage customer communication to make sure everyone is aware of the situation and customers stay happy? That was the dilemma faced by South Carolina Federal Credit Union recently as Hurricane Irma threatened landfall. Its experience can be considered a case study of how to manage real-time customer communication in difficult...

Duration: 00:19:39

Augmented Reality And The 4th Transformation

Technology has changed and improved the customer experience over time, but the most recent transformation with the growth of augmented reality is sure to lead to greater change than ever before. According to Jay Samit, Independent Vice Chairman at Deloitte, augmented reality has the power to revolutionize customer experience in every industry. Our modern world has connected us with devices like smartphones, which puts a world of possibility right in our pockets. But even with smartphones we...

Duration: 00:28:20

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

When customers choose a clothing brand, they take a lot of things into consideration, including price, style, availability, and brand reputation. It takes the perfect mix of fashion and function to draw in customers. But the clothes won’t sell themselves, so a strategic marketing mix is also required. In an increasingly data-filled world, many companies rely on analytics for every customer decision. However, TechStyle Fashion Group, which operates brands like Fabletics, Just Fab, and Shoe...

Duration: 00:32:36

Healthcare Revolution: Lead With Customer Experience

The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors having to spend long hours to catch up on their work—today’s healthcare revolution is all about empowering customers and helping everyone get the care they need. That change means the industry is becoming more competitive, and customer experience in many cases is the deciding factor for where patients go to get care. In the old way of...

Duration: 00:32:47

Culture Is The Customer Experience Lyft You Need

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 company a sustainable boost is to go straight for the core and focus on culture. The sharing economy is known for creating strong customer experiences, and Lyft is a prime example of that. Much of Lyft’s success can be attributed to its culture of caring for others. Mary Winfield, VP Customer Experience and Trust at Lyft, says that because the...

Duration: 00:34:03

Creating Compelling Customer Service Experiences

Nearly every company wants to better understand their customers so they can find ways to improve the customer service and build brand loyalty. But actually finding the answers and putting them into practice are two different things. Transforming customer service isn’t a quick solution, but it can lead to fantastic results when done correctly. Customer service experts Jeannie Walters and Adam Toporek consult with numerous companies each year on how to improve their customer service. Their...

Duration: 00:32:31

How The General Data Privacy Regulation Will Impact Your Customer Experience

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 fines. But instead of fearing the change and just throwing money at the problem, complying with the regulations can be thought of as an opportunity to rethink and improve the customer experience. The General Data Privacy Regulation (GDPR) is creating a buzz that Jeff Nicholson, VP CRM Product Marketing at Pegasystems, likens to the anticipation...

Duration: 00:23:55

How Facebook Shapes Customer Experience With Chatbots

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 for brands to interact with customers. Phones can be frustrating, email can feel like spam, and in-person communication can be inconsistent. Instead, a growing number of brands are turning to chatbots via Facebook Messenger to add value to the customer experience in a way that is easier than ever and preferred by the companies and the...

Duration: 00:19:32

Meet Verizon Wireless' New Chief Customer Experience Officer Scott Zimmer

Verizon Wireless is known for trying new, innovative things to expand its business and reach new customers. In the competitive mobile space, it takes a concerted effort to build the customer experience. Verizon Wireless recently took it a step further when it brought in Scott Zimmer to serve in a new position as its Chief Customer Experience Officer. According to Scott, customer experience definitely creates a competitive advantage over other companies. Verizon’s goal is to go above and...

Duration: 00:18:52

Leading Both Employee And Customer Experience At Adobe

When it comes to building strong relationships and experiences, organizations are often faced with a difficult choice: do they focus on employees or on customers? Like many companies, Adobe had two groups working parallel to each other—one focused on reaching out to employees and the other on building experiences for customers. But then Adobe realized that the two audiences actually worked together, and Adobe’s leadership combined customer experience and employee experience under the...

Duration: 00:20:38

Shaping The Future City With Ford's Jessica Robinson

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 pollution, and people feel safe and welcome. It may sound too good to be true, but for a number of entrepreneurs and engineers, it’s a reality they are working towards every day. Ford is leading the charge to bring together all kinds of thinkers and creators to consider the future city—a place where new technology is used and executed smoothly...

Duration: 00:18:04

The Behavioral Psychology Of In-Store And Online Shoppers

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 experience. Knowing who your customer is and what they expect from your company is huge, especially when it comes to understanding why customers shop online. How customer experience is put into action changes based on the type of company and industry and what customers need to best have their needs met. However, there are always core...

Duration: 00:32:08

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

Every company wants a magic elixir that makes employees happier, profits higher, and the outlook rosier. According to leading business strategist Charlene Li, that secret sauce is growth. When a company is focused on growing, customers and employees are excited and enjoy an upward spiral. But in order to grow, companies need to be willing to take risks and go outside their comfort zones. Growth and meeting customers needs need to play a critical part in an organization’s...

Duration: 00:29:52

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

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 to be on the ball to keep up with new ideas. How can they help their companies grow while still keeping their brand current and relevant? According to Sally Jenkins, CMO of Informatica, the key is to understand the customers and always be looking forward to a new opportunity. Sally shared her experiences leading a recent rebrand at...

Duration: 00:23:15

Facing Digital Disruption Across Industries With Accenture Digital's CEO

Digital disruption is inevitable, especially as new technology emerges at a rapid pace. But instead of being disrupted, it’s up to companies and leaders to take charge and become the disrupters themselves. According to Michael Sutcliff, CEO of Accenture Digital, the future of customer experience is all digital and focuses on personalization. However, creating a plan on a whiteboard and actually putting into into action at scale in the real world are two very different things. In order for...

Duration: 00:29:54

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

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 faced with massive amounts of data that relate to financial markets around the world, and it all has to be safe, accurate, and usable. It’s a big job, and one that has evolved over recent years with changes and new technology. One of the biggest changes has been the growth of artificial intelligence, but Steve says we are using the term AI...

Duration: 00:33:38

The CIO's Role In Customer Experience

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 to happen, today’s CIO plays a more proactive role in finding forward-thinking solutions for the company. That’s according to Jason Richard, CIO of Lucky Brand. While the old CIO position may have been limited to the technology side of the business, Jason is involved in many facets of the organization as he looks for ways things can run more...

Duration: 00:26:51

Chatbots 101: Building A Chatbot For Business With Wells Fargo

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 when and how they get the information they need instead of waiting on hold and potentially wasting their time. When it comes to self service, there’s possibly no better technology than a chatbot. Wells Fargo recently tested the waters by creating its first chatbot, and the lessons learned can be applied to companies in any industry. One of...

Duration: 00:28:54

Today's Customer Experience Technology Stack For The Modern Customer

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 customer are much more digital, meaning there is a huge need for a technology stack to drive a strong customer experience. According to David Rowley, CTO of IAC Publishing Labs, customer-driven technology can make a huge difference within an organization, but it also needs to be thought through so that it is strategic and efficient. Many...

Duration: 00:33:23

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

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 the industry and bring their unique perspectives and skillsets, it’s becoming clearer that women are in a unique position to lead customer experience. According to Denise Lee Yohn, a brand-building expert with more than 25 years experience, women have unique points of view that lend themselves well to customer experience. Among those is the natural ability to be...

Duration: 00:29:52

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