• The Modern Customer Podcast

  • 著者： Blake Morgan
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The Modern Customer Podcast

著者： Blake Morgan
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  • Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
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あらすじ・解説

Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
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  • Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision

    Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision
    2025/04/03

    In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets.

    The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include:

    ✅ The shift from interactions to real resolution
    ✅ Agentic AI that acts, adapts, and anticipates
    ✅ A business model that only wins if customers do
    ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch

    If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what’s possible.
    🎧 Tune in now!

    Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

    Follow Blake Morgan on LinkedIn

    For regular updates on customer experience, sign up for her weekly newsletter here.

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    12 分
  • What Drives Customers to Buy—And What Holds Them Back

    What Drives Customers to Buy—And What Holds Them Back
    2025/04/01

    This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting.

    We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers forward with confidence.

    If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away.

    Listen now—and discover how to turn hesitation into momentum.

    This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free.

    Visit www.scayle.com to learn more

    Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

    Follow Blake Morgan on LinkedIn

    For regular updates on customer experience, sign up for her weekly newsletter here.

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    32 分
  • Inside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX Innovation

    Inside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX Innovation
    2025/03/25

    This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City.

    We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers.

    If you lead CX, EX, or digital transformation, this episode is packed with insights you can use.

    🎧 Don’t miss this powerful conversation with one of the world’s most influential HR leaders.

    Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

    Follow Blake Morgan on LinkedIn

    For regular updates on customer experience, sign up for her weekly newsletter here.

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    18 分

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