Anyone else have a stack of unused Bed Bath & Beyond coupons? Big discounts aren't a substitute for a strong customer experience.
Companies that neglect customer experience and digital innovation get left behind. The future belongs to those who prioritize exceptional,

“If you stay true to listening to the customer and then knowing where that leverage is to make the biggest impact, the outcome of that can feel really meaningful and create loyal customers.” - Lauren Liss

Watch this week’s episode of The Modern Customer Podcast, Capital One's

Being a leader means knowing who you are. It's about being authentic, effective, and engaged, especially as a listener. It's about caring for others and allowing yourself to be cared for.

AI is now a really important piece of your customer experience technology stack and provide incredible business growth for you. However, many solutions on the market fall short due to their generic nature and lack of brand-specific understanding.

If you're looking to implement

This week on The Modern Customer podcast, Lauren Liss, Head of Premium Products, Marketing, and Rewards at Capital One discusses the importance of a customer-centric culture and the role of rewards programs in creating memorable customer experiences.
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ANNOUNCEMENT! My new book will be here this summer!

Leaders we are upleveling the CX conversation 💡

My new book, “The 8 Laws of Customer-Focused Leadership,” is your essential guide.

Endorsed by industry leaders like Donna Morris, EVP, and Chief People Officer at Walmart,

Technology is here to stay. But will software and AI make us more human...or less? William J. Raduchel explores the impact of software and AI on society in this week’s The Modern Customer podcast episode, How To Transform Customer Support with AI.

youtu.be/OyZiq6RuIuA

Only 13% of workers have been offered training in the past year.

Leaders need to prioritize training initiatives and develop strategies for smooth AI integration. Employees deserve clear communication about how AI will impact their roles and career paths.

What are your hopes

This week on The Modern Customer podcast, William J. Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on how to transform customer support with AI.
blakemichellemorgan.com/podcast/how-to…

This commercial perfectly captures the very real AI race that is happening right now, and how #CX practitioners are sweating to be first. #SponsoredContent NICE

Starbucks' CEO, Laxman Narasimhan is making waves, not just for leading the company, but for leading from behind the counter. By working as a barista, they're brewing a culture of empathy and real-time customer understanding.

How close are you to your customers and frontline?

It’s Monday! Who’s ready to saddle up and take the bull by the horns? Let’s have a GREAT week everybody!

“Customers are good at telling you what problems they have, and you need to process those problems in large numbers to identify where the company can target its solutions.” - James Reinhart

Listen to this week’s episode of The Modern Customer podcast, “How ThredUp Leverages AI

This week on The Modern Customer Podcast, James Reinhart, CEO and Co-Founder at ThredUp shares how strategic customer experience drives success in the secondhand market.
cc: James Reinhart
youtu.be/5TUoz8MQRRg

David's Bridal dominated the wedding dress market, then faced bankruptcy. They bounced back, prioritizing customer feedback... only to face another downturn.

What went wrong? They missed the digital shift and ignored customer experience.

David's Bridal shows the power of

Loyalty programs aren't just about discounts - they're a powerful CX tool. Stronger relationships, personalized experiences, and that feel-good factor build trust and keep customers coming back.

Do you use loyalty programs? #customerloyalty #CX #brandtrust

Effective CX presentations demand more than just content.
How you present yourself matters just as much as your message. Our latest podcast episode, “ How To Champion Your Customer Experience Programs With Better Public Speaking”, dives into the importance of voice, body

Ever leave a restaurant wishing you could give the chef a high five for the amazing dish, or offer a friendly suggestion for improvement?

Direct customer feedback is a goldmine for any business, and restaurants are no exception! Imagine chefs getting real-time insights into