Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
Release Date: 07/15/2025
DHL Sets the Pace for AI-Driven Logistics Innovation
The Modern Customer Podcast
This week on The Modern Customer Podcast, , Chief Customer Officer of North America, shares how the world’s largest contract logistics provider applies AI where execution actually matters—inside warehouses, delivery networks, and daily workflows. Will breaks down his first 90 days as CCO, including owning growth targets and clarifying how customer experience is created through day-to-day operational execution. He also walks through real AI use cases already in production, from agentic delivery scheduling to warehouse automation, and explains why disciplined adoption matters at scale. 🎧...
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How CX-Aligned Leadership Shapes Patient Experience in Kidney Care
The Modern Customer Podcast
Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease. Strive Health’s Chief Customer Officer, Evelyn Goodfriend, shares what patient experience looks like up close, why traditional care models fall short, and how listening, alignment, and better workflow design support both patients and caregivers. We also discuss where AI meaningfully helps and where human support remains essential. A...
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How Memorial Hermann Uses AI to Redesign Patient Experience
The Modern Customer Podcast
How is one of the largest health systems in Texas using AI to transform patient experience? This episode of The Modern Customer Podcast explores how Memorial Hermann Health System is applying AI, predictive analytics, and digital tools to redesign care for millions of patients across Houston. The conversation features Alex Greengold, Chief Consumer Experience Officer at Memorial Hermann, who brings previous CX leadership experience from AOL and DISH, where he earned multiple J.D. Power awards. Watch the full conversation to see how AI, smart design, and culture are reshaping the future of...
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CX and AI Transformation at The Hershey Company
The Modern Customer Podcast
The Hershey Company is transforming faster than ever—proving how CX and AI can modernize a 130-year-old brand at scale. This week on The Modern Customer Podcast, — Chief Customer Officer at — shares how her team is reshaping customer experience across physical retail, e-commerce, and the rapidly expanding on-demand ecosystem. Hershey’s results speak for themselves: ▪️ On-demand sales up 30%+ this year (and 60% growth over recent years) ▪️ 40%+ seasonal lifts with retail partners through strategic digital optimization If you’re leading CX, digital, retail, or innovation...
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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...
info_outlineVerizon’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 they analyzed the root causes of churn and sales drop-off
✔️ The strategy behind opening 400+ new retail stores
✔️ Why they created a Customer Champion team to resolve long-tail service issues
✔️ How data, EX, and AI fuel continuous CX transformation
This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale.
Brian’s approach is smart, grounded, and refreshingly tactical.
🎧 Tune in now and share it with your team!
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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