Conversations with content strategists from all crafts (strategy, design, engineering, operations, etc.) and backgrounds (enterprise, agencies, UX, content design, technical communication, marketing, SEO, publishing, journalism, etc.).
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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 an ...
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This Old Marketing - Content Marketing News with Joe Pulizzi and Robert Rose
Joe Pulizzi & Robert Rose
Joe Pulizzi and Robert Rose, two of the most well-known experts in the content marketing space, talk about the latest content marketing trends and discuss how businesses can use content to attract and retain customers. Each podcast show features a discussion of content marketing headlines, rants from Joe and Robert on what's going on in the industry, and a "This Old Marketing" example from the past (that we can learn from). Always useful, entertaining and never more than 60 minutes.
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What is "Content Hacking"? It's an understanding of how to: * Deconstruct content marketing into a step by step system * That is then reconstructed to produce performance across platforms Think of it as "content marketing that is accountable and predictable" For the sake of clarity, I will interchange between "content marketing" and "content hacking" . But know, I am always thinking about content that gets results i.e "content hacking").
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Content creators need to guide their target audience and to do this you need to let them feel that you understand their choices, that the value of your engagement is in the lasting relationship you are establishing and not just a one-off purchase that most companies do to their customers. It takes a bold move to shift from traditional marketing to customer-focused strategies. Traditional marketing may give you page views, shares, and likes but if your customers are not able to share with the ...
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The Pivot: Marketing Backstories with Todd Wheatland
Content Marketing Institute(CMI) Podcast Network
Every week host Todd Wheatland, Global Head of Strategy for King Content and author or "The Marketer's Guide To Slideshare", sits down with some of the world’s great marketers to get behind their public profiles and learn their real marketing backstories. In this fireside chat format, Todd gets his guests to open up and share not only some valuable marketing insight, but also a peek into each person’s real life story. If content is all about telling a great story, you won’t want to miss an e ...
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Modern Marketing Engine podcast hosted by Bernie Borges
Bernie Borges - Host of the Modern Marketing Engine Podcast
The Modern Marketing Engine podcast hosted by Bernie Borges is the podcast for the modern marketer who wants to hear from their peers in the trenches and the occasional analyst or rock-star-influencer sharing strategies and tactics about what’s working in modern marketing. Show notes are available at http://bit.ly/MME-show
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Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
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27:28Verizon’s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I’m joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from ne…
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OpenAI Needs a Nap and So Do You [Special Episode] (488)
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41:59This week Robert flies solo (Joe’s busy revolutionizing dairy on the blockchain) to ask a question: What if slower is the new smarter? After riffing on OpenAI’s burnout‑induced shutdown, he unveils a sneak peek of his upcoming book, Valuable Friction. From Netflix’s “Skip Intro” button to AI‑generated sameness, Robert shows how our obsession with …
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Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
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31:15How do you modernize customer experience in a legacy industry without losing the trust it was built on? That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day. In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch …
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Critical: Your Marketing Job Plan B [Special Episode] (487)
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1:05:25After a quick cover of the Cloudflare news where it will be possible to select and make money from AI companies crawling your site, Joe and Robert dive into marketing plan B. Specifically - The New Normal: Why Everyone Needs a Personal Brand (Even If You’re Not Selling Anything) The collapse of the idea that a job = stability. From creators to CMOs…
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How Canva Serves 230M+ Users with Customer Experience, AI, and Data
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21:05Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year. So how does a company at that scale keep customer experience simple, human, and aligned? I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their design-driven soul. We t…
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AI Slop and What Mamdani's Win Means for Marketing (486)
1:06:39
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1:06:39AI hits the headlines again. Anthropic wins a lawsuit for its training data procedures, but the judge leaves room for additional lawsuits. In the greater scheme, will any of the lawsuits really matter? John Oliver's AI Slop video is "must-see-TV" and AI content continues to become a bigger part of our lives in content creation and marketing. What d…
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5 Customer Experience Trends Every Leader Needs to Act On Now
5:54
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5:54What happens to companies that still treat CX as a competitive edge instead of the core of their business? Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service. In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re hea…
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Marketing Survival Tips Post AI & Social (485)
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1:02:05Huge research uncovers the obvious. Television and "traditional media" is going obsolete, as social media revenues and watch/listen time dominates. It is indeed the end of the living room. The boys review reports from WPP and NiemenLab. In marketing winners, Terry Moran launches a substack after being fired. But shouldn't he have had one already? C…
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How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts
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27:19What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, p…
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Joe and Robert break down Mary Meeker's "Future of AI" report and discuss the biggest opportunities and threats for marketers and creators in the future. Disney sues Midjourney in yet another lawsuit against AI companies. When will it stop and why should we care? And Meta invests $15 billion more in AI, trying to catch up in the AI race. In winners…
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Experience AI-Powered Customer Service Trained on Half a Billion Calls
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37:01Ever wonder what half a billion minutes of AI-powered customer service actually sounds like? On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even t…
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Manny Silva: Docs as Tests for Resilient Technical Documentation
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36:19Technical documentation of software products is critical work that needs to accurately inform end users, regardless of how quickly and substantially the software might be changing. Manny Silva has created Docs as Tests, a system that integrates a set of well-developed practices and a collection of engineering tooling, to help technical communicator…
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AI and The Rise of the Individual Creator (483)
1:10:59
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1:10:59Did someone say McDonald's is bringing back snack wraps? In other news, who knew that artificial intelligence would force brands and publishers toward an indie-creator model? If Google AI is undermining journalism, perhaps the way out is through the individual human creator. In another AI scandal, Builder.ai collapses, even with a large sum of mone…
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Hospitality Leadership and the Culture That Powers Great Customer Experience
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27:48What does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts. Wit…
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AI Blackmail, Layoffs and Hot Yoga (482)
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1:17:22AI is again in the headlines this week with Anthropic announcing that its AI will do anything to survive...even bust you for cheating on your wife. AI layoffs are starting to hit home. It's almost to the point that people are being laid off "by" AI itself. Joe and Robert uncover the truth. Rand Fishkin discusses 10 ways to understand no-click searc…
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Prudential’s 150-Year Culture of Customer Experience Leadership
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25:15How does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week’s episode of The Modern Custome…
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Uh Oh. Google and Apple In Big Trouble Now. (481)
1:15:33
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1:15:33Google's big marketing event was an explosion of AI - a new home screen, more agents, AI video and even smart bidding. Why? Google's main revenue stream (search ads) is in big trouble. Is Google going the way of the yellow pages? The boys ponder. And Apple is in trouble too. OpenAI buys IO, run by the designer behind the iPhone. It seems that OpenA…
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Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience
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22:36How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proa…
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The boys have finally jumped the shark with this episode. But first, Mark Zuckerberg declares war on the advertising industry. Meta's AI Do-It-Yourself tool will either win big or be fly by night. There is no middle ground. The BBC will push its mission and content into TikTok and Instagram. But is it too late to fight disinformation? Max becomes H…
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How AI Powers Science, the Workplace, and Real-World Impact
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33:13What happens when AI becomes part of everyone’s job, from the research lab to daily workflows? In this episode of The Modern Customer Podcast, I speak with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together. We explore: ✅ How AI accelerates mRNA drug development ✅ H…
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Buckle up! AI is driving now. Zuckerberg at Meta AI doubles down on their cure for loneliness and more friends, but have taken out any sort of safety precautions. We need to be worried. Very worried. Trump wants to tariff the movie business. Tell me exactly how that would work please? And Virginia signs a social media scrolling reduction that won't…
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The AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for Service
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7:34What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineerin…
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The Rise of the Content Entrepreneur - Research [Special Episode] (478)
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39:52Special episode breaking down the state of content creators, content entrepreneurs and how marketers fit in. Including: The Rise of Creators in 2025 Renting vs. Owning The TikTok Effect Community as Currency Revenue Mix How to Get Rich as a Creator Here's a link to the complete study. ----- This week's sponsor: You don't become the world’s most val…
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Reimagining Healthcare Experience Through Feedback and AI
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12:24The future of healthcare isn’t just digital—it’s deeply human. And AI is helping make that possible. This week on The Modern Customer Podcast, Heather Brace, Chief People Officer at Intermountain Health, shares how her team is transforming both patient and employee experience. By combining the power of AI with real-time employee feedback, they’re b…
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Do Trump's Policies Help Content Marketers? (477)
1:12:30
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1:12:30As Tariffs hang over the US Advertising industry, more companies start to look internal. That means internal communications, internal influencers, owned media and more. Could Trump's Tariffs be a boon for content marketers? Google loses their online advertising monopoly case. The boys put on their prediction hats to let you know what will happen. A…
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