This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale.

With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer service.

The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience.

Listen now for insights on building a scalable, customer-centric culture through smart operations and innovation.

📌 2:27 | Customer-Centric Culture at T-Mobile

📌 5:28 | Operations as a CX Advantage

📌 7:02 | Customer-Centric vs. Business Impact

📌 9:08 | The Ultimate Problem-Solving Question

📌 16:45 | Using AI to Enhance Human-Centered Customer Support

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.

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture.

With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees.

The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart.

🎧 Tune in now to discover how small, consistent changes can drive big improvements in customer experience!

📍 Learn more about Jeff Toister’s 5-5-5 approach at https://www.toistersolutions.com/blog/5-5-5-approach

01:13 – The Impact of One Customer Interaction

05:37 – Using Data to Enhance Training and Efficiency

06:50 – Why Clarity is the Foundation of Great Service

11:56 – The 5-5-5 Training Method: Small Steps, Big Impact

17:01 – How Small Adjustments Can Reduce Escalations by 50%

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.

This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results.

Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS landscape.

From balancing authenticity and professionalism to rethinking workflows for AI integration, this episode is packed with actionable insights.

🎧 Tune in now to learn how to elevate your customer success strategy and deliver better results for your clients!

03:35 What Makes Customer Success Different from Customer Service

08:02 Rethinking Workflows: Guiding Customers to Unlock AI’s True Potential

08:51 Actionable Tips for Creating Engaging Content

11:55 Balancing Authenticity and Professionalism in Personal Branding

14:14 SaaS Predictions: What’s Ahead for CX and Tech Companies

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.