How AI Powers Science, the Workplace, and Real-World Impact
Release Date: 05/13/2025
Me, My Customer, and AI: Scaling Customer Relationships with AI
The Modern Customer Podcast
AI is reshaping how companies build and scale customer relationships. In this episode of The Modern Customer podcast, learn how to use AI to strengthen customer trust, speed up execution, and prepare for voice-driven and multimodal CX. , co-author of , breaks down practical strategies for modern leaders. Nicholas is also the co-founder of , and a partner at , known for helping entrepreneurs build and scale new ventures. What you’ll learn: • How to prioritize the customer segment that drives your next stage of growth • How AI can safeguard executive focus and free you to engage...
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How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth
The Modern Customer Podcast
This week on The Modern Customer podcast, , Chief Marketing and Experience Officer at , shares the strategy that transformed their organization. The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO role is responsible for making sure the brand's promises match the actual customer experience, driving maximum ROI. The Results: ✅ $120 Million in annual revenue ✅ 93% industry-leading customer retention rate Learn how they achieved this with the "Insights to Action" model, eliminating silos and leveraging AI to...
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AI’s Impact on The Chief Experience Officer Role
The Modern Customer Podcast
This week on The Modern Customer podcast, EVP and Chief Experience Officer at , shares a strategic view of the transformative power of AI and its profound impact on the CXO role. As Cambridge's first CXO, Valarie highlights the crucial importance of a people-first approach amid rapid technological advancements. This episode delivers invaluable, practical strategy for leaders who are ready to navigate the complexities of AI while radically enhancing the customer experience. 👉 Learn how the CXO mandate is being redefined by AI strategy and people-first leadership. This is an episode you...
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Converting Operational Excellence into Growth with WM
The Modern Customer Podcast
WM serves 20 million customers by executing a unified, purpose-driven strategy. But how does a company of this scale truly guarantee reliable service? This week on The Modern Customer Podcast, , SVP and Chief Customer Officer at , explains this strategy. He details the company's unique operational model, which integrates sales, revenue, and customer experience functions under his leadership—a forward-thinking strategy that breaks down the departmental silos common in large enterprises. This powerful alignment allows WM to drive profitable growth while relentlessly championing environmental...
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How Enterpret’s AI Unifies Feedback for Faster CX Decisions
The Modern Customer Podcast
This week on The Modern Customer Podcast, I’m joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva. We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including: ✅ Unifying every customer signal across surveys, support, and social channels into one connected system. ✅ Adding business context so insights are clear, relevant, and actionable. ✅ Turning insight into action through real-time alerts and AI-driven...
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Zurich’s Chief Customer Officer on Taking Insurance Beyond Protection
The Modern Customer Podcast
Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, , saw a massive growth opportunity. This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Group to transform . Her strategy, "Beyond Protection," is converting the global insurer into a proactive, human-centric partner. Learn how Conny gained C-suite alignment by proving leaders must "speak finance," linking CX outcomes directly to measurable KPIs on the...
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B2B CX at Scale: Inside the World’s Largest Logistics Real Estate Network
The Modern Customer Podcast
Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, , Chief Customer Officer at , shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls and a roof") to build a strategic partnership with the global supply chain. Episode Highlights: ▶️ The CX Transformation: The strategic shift from property maintenance to the "REX Manager" (real estate CX) role,...
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Leveraging Everyday AI to Transform the Customer Relationship
The Modern Customer Podcast
Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don’t do well, so people can focus on what they do best—building authentic customer relationships. This week on The Modern Customer Podcast, Henrik Werdelin, founder of BARK, Prehype, Audos, and co-author of Me, My Customer, and AI, shares how everyday AI can transform CX. Highlights from the podcast: ➡️ AI Beyond Efficiency — Instead of just automating tasks, AI expands human capability and...
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How Emotional Connection Powers Luxury In Customer Experience
The Modern Customer Podcast
Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can take from it. Key takeaways from the episode: ✅ Emotional connection turns purchases into loyalty. ✅ Flow Leadership aligns People, Purpose, and Performance to fuel growth. ✅ Consistency across customer touchpoints...
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Therabody’s Transformation Into a Customer-First Brand
The Modern Customer Podcast
This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting from product-first to customer-first, Therabody expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that grow with each customer. Highlights from our conversation: ✔️ Leveraging customer feedback to guide Therabody’s rebrand and audience-first strategy ✔️ Applying AI to deliver personalized wellness experiences at scale...
info_outlineWhat 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
✅ How it boosts workplace creativity and smarter decision-making
✅ How it empowers caregivers to act with confidence
✅ What leaders must do to guide responsible adoption at scale
Moderna’s approach shows what it really looks like to put AI into practice across science, the workplace, and human experience.
👉 Tune in now to hear how AI moves from pilot to impact.
This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free.
Visit www.scayle.com to learn more
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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