The Modern Customer Podcast

Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend.

Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable customer loyalty.

Her MINT methodology isn't just a clever acronym. It's a framework for building deep connections that outlast any market fluctuation. Listen now to keep your customers coming back!

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market.

ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer journeys. Ted Moser, senior partner at Prophet and author of "Winning Through Platforms," highlights the transformative power of this approach.

This week on The Modern Customer podcast, Ted emphasizes that building a successful customer experience technology stack begins with a clear customer understanding and a robust data strategy.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer experiences by harnessing the power of AI, mobile apps, and real-time communication—while maintaining a strong focus on customer service.

Learn how innovative tools like Agent on Demand and Connection Saver are reducing friction in travel, and discover what’s next for United as they continue to push the boundaries of technology in aviation.

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.