Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers.

With 500,000 employees globally, Teleperformance is implementing AI to enhance customer service, address change management challenges, and improve productivity.

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.

This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity.

Rossman shares insights from top leaders like Jeff Bezos and John Legere, emphasizing the importance of creating clarity, maintaining velocity, and taking big, transformational bets for business success.

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.

TODAY’S THE DAY … My new book hits the shelves!

There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics.

I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer," is now available. The book explores eight themes, each with its own dedicated chapter.

To learn more about my new book please visit www.8CXLaws.com

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.

This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs.

Joseph emphasizes the significance of emotional connection in customer interactions, securing C-level buy-in for impactful customer experience initiatives, identifying essential metrics for tracking CX success, and advocating for a balance between cutting-edge technology and the human touch.

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.

How does a CMO ensure the customer experience remains at the forefront of their brand's strategy?

In this episode of the Modern Customer Podcast, Alison Hiatt, the Chief Marketing Officer and Chief Growth Officer at Vera Bradley Designs Inc., shares her invaluable insights from her journey in marketing, including experiences with iconic brands like Starbucks and Amazon.

Discover how Alison views CX as an all-encompassing concept, intertwined with brand identity, and learn how Vera Bradley leverages diverse customer engagement channels to tailor CX strategies and the art and science of understanding customer behavior.

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.

Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences.

In this week's episode of The Modern Customer podcast, Darrel Alfonso, Director of Marketing Strategy and Operations at Indeed.com, shares his expertise in constructing and leveraging a successful marketing technology stack.

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.

Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynamics.

This week on The Modern Customer podcast, John Durocher, Chief Customer Officer at Calix, brings decades of expertise demonstrating how robust infrastructure and strategic restructuring can revolutionize B2B CX. His practical insights reveal how to build deeper, more meaningful client relationships by streamlining operations and fostering true collaboration across teams.

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.

Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience.

Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed this evolution closely. Her insights highlight how AI and cloud-based solutions are shaping the future of customer service.

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.