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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Do Trump's Policies Help Content Marketers? (477)
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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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Why Most AI in CX Is Missing the Mark—and What Comes Next
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18:13
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18:13Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions. That’s where most GenAI tools fall short—and where agentic AI steps i…
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Jeff Eaton: Content Observability in Complex Systems
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31:37
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31:37Modern content systems are complex and abstract, presenting problems for managers who want to understand how their content is performing. At Autogram, Jeff Eaton and Karen McGrane have developed a content observability framework to address this complexity. Their framework evaluates the composition, quality, health, and effectiveness of content prog…
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Sam and Elon's Billionaire Pillow Fight (476)
1:15:05
1:15:05
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1:15:05The boys are back with news that OpenAI (led by Sam Altman) is considering a social media platform that may compete with Elon's Twitter/X. Let's face it...we know what this is really about. Joe and Robert bring it home for you. META's big lawsuit with the FTC gets started. Did Zuckerberg grease the skids enough to get this one through? Creator Econ…
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How Creative Thinking Unlocks the True Power of AI in CX
11:32
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11:32The missing piece in AI-powered CX? Creative thinking. This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas. We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation. Inside the e…
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Thou Shalt Build on Rented Land (475)
1:13:06
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1:13:06Has AI finally killed search? Does Google even matter anymore? Must we now build our content on rented land? The boys go through each of these questions and talk about if "do not build your house on rented land" is still a thing. In other news, the TikTok deal is delayed (again). In marketing winners and losers, Joe takes on the Catholic church whi…
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The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership
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22:17According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this rese…
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Possibly our dumbest episode yet. Joe and Robert go deep into the dumbery to try to make sense of an incredibly weird (and dumb) week. TikTok is for sale. No it's not. Maybe it is. Will we know this week? Elon Musk merges his two companies into one, creating the dumbest valuation in the history of corporate mergers. And META's AI steals a bunch of …
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Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision
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12:20In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic A…
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Jeffrey A. "jam" McGuire: The Value Map Content Framework
40:25
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40:25Aligning and orchestrating product content for complex business use cases is much easier when you have a framework to structure and guide your efforts. Jeffrey A. "jam" McGuire and his business partner developed the "value map" framework to structure and organize product marketing information. This helps them to align internal stakeholders on strat…
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What Drives Customers to Buy—And What Holds Them Back
31:54
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31:54This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers fo…
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The 5 Keys to Content Marketing Success [Special Episode] (473)
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49:16A very special episode on what makes a successful content marketer or content creator. Robert and Joe talk about what works today to successfully build and monetize an audience with these five keys. 1. For marketers, setting a clear goal up front - sales, savings or sunshine and then find a measurement tool that aligns with current corporate measur…
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Inside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX Innovation
18:19
18:19
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18:19This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City. We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers. If you lead CX, EX, or d…
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Heading Toward Marketing Recession (472)
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1:11:00New data suggests that advertising growth is slowing. Overall marketing is soon to follow. Will the current political environment drive us into a marketing recession? Anthropic CEO Dario Amodei proclaims that AI will take over all coding in the next year. Robert takes offense and the boys talk about the reasons these types of proclamations are made…
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AI and CX: The Shift Toward Smarter, Seamless Service
36:02
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36:02AI is no longer a future concept—it’s here, transforming how businesses operate and how customers engage. In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it. Zack shares his insi…
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Content Marketing M&A Starting to Heat Up (471)
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1:10:08The boys are back and the buys are heating up. Food-delivery startup Wonder purchased Tastemade, now boasting content creation to meal preparation to delivery all in one. Is more on the way? We think so. Spotify paid $5 billion dollars to indie creators last year. Is it better to go outside the labels than sign with a big agency? And Unilever ups t…
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How the 80/20 Rule, AI, and Leadership Drive Business Growth
33:55
33:55
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33:55In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact ar…
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Media's Death Creates Huge Opportunity for Brands (470)
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1:05:32The boys are back with commentary on the death of media. It's a sad case on both political spectrum. And the opportunity in the future belongs to non-media brands. Let's see what happens. In other news, more and more creators are going full AI. How close is it to real, or does that even matter? Marketing winners and losers include Disney and Trump'…
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Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs
31:04
31:04
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31:04Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact.…
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Vertical AI Content Creation Next Big B2B Boom (469)
1:11:04
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1:11:04The boys kick off the show with Dow Jones news and their AI content marketplace of 5,000 publishers. The real news? Vertical content opportunities using proprietary LLMs may ultimately steal the show for B2B content creators. Differentiation is the key coming from B2B speakers at a recent marketing event. The move from company creators to individua…
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Greg Dunlap: Designing Content Authoring Experiences
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31:10Experience design for readers of online content gets a lot of attention. The authors who create the content and get it ready for publication aren't as well served. In his new book, Designing Content Authoring Experiences, Greg Dunlap addresses this situation, showing content-system creators how to design better interfaces, streamline workflows, and…
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AI-Powered Marketing: How to Personalize Without Overstepping Customer Trust
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25:1987% of customers engage more with personalized emails—yet too much personalization can feel intrusive. This week on The Modern Customer Podcast, Malinda Sandman, Senior Director of Global Acquisition and Partner Marketing at Intuit Mailchimp, shares how brands can use AI responsibly to build trust, increase engagement, and drive results. 📢 Key take…
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Reddit announced quarterly results and the stock got hammered. Is Google's changing algorithm to blame? And, if it is, could Google be primed to acquire the 9th largest website on the planet? In other news, episodic video programs and shows are getting more opportunities for syndication. But with so many shows out there, should brands look at partn…
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How Coveo’s AI Helps Leading Organizations Personalize at Scale
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32:18This week on The Modern Customer Podcast, I’m joined by Sheila Morin, CMO of Coveo, whose career spans L’Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty. We explore how Coveo helps leading brands like…
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Super Bowl Ad Winners & Highest Ratings in History (467)
1:07:10
1:07:10
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1:07:10Our Super Bowl predictions were dead on, as Joe predicted an Eagles win and Robert predicted a Kendrick Lamar controversy. But more importantly, who were the advertising winners and losers? And...is the Super Bowl the last remaining moment where everyone comes together to watch television at the same time? In other news, BuzzFeed launches a social …
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