New York Life Is Turning Customer Feedback Into a Decision Engine
Release Date: 08/25/2026
How AI Speeds Up Support and Guides Service Teams
The Modern Customer Podcast
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on For regular updates on customer experience, . Learn more at
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American Airlines Is Using AI Across the Customer Journey
The Modern Customer Podcast
From AI-powered trip discovery to proactive service recovery, , SVP and Chief Customer Officer at , shares how technology and people work together to make travel easier. As a Fortune 100 company serving more than 220 million passengers a year, American operates customer experience at an enormous scale. Hear how the airline connects digital and human touchpoints and works to create what Heather calls “a calm and easy, seamless experience.” Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale—and where Heather sees opportunities to improve...
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New York Life Is Turning Customer Feedback Into a Decision Engine
The Modern Customer Podcast
For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action. On the latest episode of The Modern Customer Podcast, Regina Warga, VP of Experience and Digital Marketing at New York Life, explains how her team uses AI to turn customer insights into action without losing the human voice behind the data. She also shares how New York Life cuts through the constant AI noise, balances synthetic and human research, and plans to bring customers,...
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How Alaska Airlines Is Transforming the Customer Journey With AI
The Modern Customer Podcast
is proving that the best CX transformations make complexity disappear for customers. As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while preserving what makes each brand distinct. This week on The Modern Customer Podcast, , SVP of Merchandising and Innovation at Alaska Airlines, shares how technology, operational preparation, and human care can work together to transform CX at scale. Listen to the full epside now! Blake Morgan was called “The...
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How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind
The Modern Customer Podcast
FedEx moves 18 million packages every day, but customers shouldn’t have to feel the complexity behind any of them. Using AI and two petabytes of daily data, FedEx can anticipate potential problems, improve delivery visibility, and give customers more control and peace of mind. This week on The Modern Customer Podcast, Neil Gibson, Senior Vice President of Global Customer Experience at FedEx, shared what it takes to deliver CX at this scale. Listen to the full episode for an inside look at how FedEx is using AI to turn massive operational complexity into a simpler customer experience....
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Virgin Atlantic Launches the First Airline App in ChatGPT
The Modern Customer Podcast
Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel? In this episode of The Modern Customer Podcast, Blake Morgan speaks with , Chief Customer Officer at Virgin Atlantic, about how the airline is using AI to improve travel discovery while human service continues to set the brand apart. The conversation goes beyond technology. Jaervinen discusses the growing demand for premium leisure travel as customers seek more comfort, space, calm, and an opportunity to recharge. Watch the full conversation to learn how is...
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How End-to-End Testing Builds Better AI Customer Experiences
The Modern Customer Podcast
AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents. This week on The Modern Customer Podcast, Seth Johnson, Chief Technology Officer at , shares what companies need to validate before scaling customer-facing AI. 🎧 Listen to the full episode to learn how end-to-end testing strengthens AI readiness and helps companies scale with confidence. This episode is sponsored by . Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience...
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How TIAA Is Using AI to Personalize the Future of Retirement
The Modern Customer Podcast
Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, , Chief Digital Officer and Client Experience Officer at TIAA, joins Blake Morgan to explore how AI could help people receive guidance that reflects their individual goals, circumstances, and changing paths to retirement. Jessica shares why personalization remains only half solved, how AI could reduce the effort required to explore financial scenarios, and what an AI companion could offer across a customer relationship that spans decades. Listen to learn how AI could make retirement...
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Deflection Is Dead: Why Customer Engagement Is the New Goal
The Modern Customer Podcast
What if getting rid of customers quickly is actually bad for business? That's the case , VP of Amazon Connect Customer, makes on this week's episode of The Modern Customer Podcast. His point: if your AI strategy is built around deflection, you're not saving money—you're handing customers straight to your competitors. We also dig into how deterministic and agentic AI work together, and why AI should make people's jobs better, not just shorter conversations. This episode is sponsored by Amazon Web Services. Click the link to learn more: #sponsored #AWS #AmazonConnect...
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How to Do More With Less: Future-Proofing Work in an AI-Driven Economy
The Modern Customer Podcast
Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental question: What creates value when AI can do more of the work? That's one of the biggest ideas from my latest conversation with Sharon Gai, former Alibaba executive and author of How to Do More With Less. This week on The Modern Customer Podcast, Sharon explains why the companies that succeed with AI won't simply adopt better technology—they'll rethink how work gets done by focusing on people, processes, and the work only humans can do. If you're leading...
info_outlineFor a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action.
On the latest episode of The Modern Customer Podcast, Regina Warga, VP of Experience and Digital Marketing at New York Life, explains how her team uses AI to turn customer insights into action without losing the human voice behind the data.
She also shares how New York Life cuts through the constant AI noise, balances synthetic and human research, and plans to bring customers, advisors, researchers, and decision-makers together in its new innovation lab, opening this September.
🎧 Listen to the full conversation.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com