5 Customer Experience Trends Every Leader Needs to Act On Now
Release Date: 06/24/2025
Inside Crayola’s 120-Year Legacy of Creativity and Customer Experience
The Modern Customer Podcast
What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it’s a creative ecosystem built on emotional insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola’s Chief Marketing Officer, shares how her team designs meaningful experiences across every touchpoint. 📌 Highlights from the episode: A campaign powered by emotional insight—91% of parents use color to influence their child’s mood Crayola’s award-winning Create and Play app and its role in...
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Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
The Modern Customer Podcast
Verizon’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 network operations to product and marketing. Today he’s leading Project 624, the company’s largest customer experience transformation yet. In this episode, we cover: ✔️ Why Verizon focused AI on employee pain points first ✔️ How...
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Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
The Modern Customer Podcast
How 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 service clients expect—and why CX is not just about delight. It’s about protecting relationships and earning loyalty at every step. Inside the episode: Why UBS expanded into credit cards and mortgages How journey mapping helps fix what matters...
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How Canva Serves 230M+ Users with Customer Experience, AI, and Data
The Modern Customer Podcast
Canva 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 talked about: The “bow tie” framework Canva uses to align teams across the full journey Why background remover became their most-used AI feature—and how business users deploy it at scale How Canva blends product-led growth with real human...
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5 Customer Experience Trends Every Leader Needs to Act On Now
The Modern Customer Podcast
What 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 headed and the five trends you need to act on now: Generative AI is going from hype to help Personalization is really growing up Trust is the new currency Employee experience equals customer experience Speed to value is everything AI...
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How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts
The Modern Customer Podcast
What 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 , Chief Customer Officer and EVP at . Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale. We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline. Ready to see what future-ready CX leadership...
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Experience AI-Powered Customer Service Trained on Half a Billion Calls
The Modern Customer Podcast
Ever 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 . We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It’s set up to handle an emergency roadside service scenario, just like the Replicant AI agents...
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Hospitality Leadership and the Culture That Powers Great Customer Experience
The Modern Customer Podcast
What 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. With experience at Disney, Gaylord Hotels, Wynn Las Vegas, and The Cosmopolitan, Taylor now helps Fortune 500 companies build values-driven cultures that deliver real results. This conversation draws from his forthcoming book, Give Hospitality, focused...
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Prudential’s 150-Year Culture of Customer Experience Leadership
The Modern Customer Podcast
How 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 Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions ✔️ Operationalizes voice-of-the-customer company-wide ✔️ Pilots agentic AI to streamline service at scale ✔️...
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Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience
The Modern Customer Podcast
How 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, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode: ✅ Making customer experience visible in a behind-the-scenes industry ✅ A hub-and-spoke model for company-wide CX ownership...
info_outlineWhat 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 headed and the five trends you need to act on now:
- Generative AI is going from hype to help
- Personalization is really growing up
- Trust is the new currency
- Employee experience equals customer experience
- Speed to value is everything
AI is changing the game, but not because it’s shiny and new. It’s solving real problems, accelerating decisions, and delivering better experiences across the board.
🎧 Listen now to get ahead of what’s next!
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.
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