DHL Sets the Pace for AI-Driven Logistics Innovation
Release Date: 12/16/2025
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 Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents.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...
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The Power of Pull: How Customer Demand Drives Business Growth
The Modern Customer Podcast
Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and bigger budgets? According to entrepreneur, author, and Harvard Fellow Rob Snyder, the answer isn't a better product. It's customer demand. In this episode of The Modern Customer Podcast, Blake Morgan sits down with Rob to discuss the ideas behind his new book, The Power of Pull, and why understanding what customers are trying to accomplish is the foundation of business growth. Rob shares the lessons that led him to develop the PULL Framework, a practical...
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AI Digital Workers Are Getting Job Descriptions
The Modern Customer Podcast
This episode is sponsored by . One of the most interesting conversations I had at Salesforce Connections was about digital workers. This week on The Modern Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital workers—with defined roles, KPIs, managers, and accountability to drive meaningful business outcomes. We explore agent-to-agent orchestration, where leaders should start with AI, the importance of trust and governance, and how Salesforce provides the foundation for secure and scalable AI adoption. If digital workers...
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How Salesforce Is Bringing AI Agents Into Marketing
The Modern Customer Podcast
This video is sponsored by Salesforce. This week on The Modern Customer Podcast: Amber Armstrong, CMO of Agentforce Applications at Salesforce, joins me for a conversation recorded live at Salesforce Connections. Everyone is talking about AI agents. But according to Amber, the biggest question customers are asking is surprisingly simple: "Where do I start?" We discuss what's separating companies seeing real results from those still stuck in experimentation, why data readiness matters more than most people realize, and how AI agents are helping marketers engage customers, generate pipeline, and...
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Airline Customer Satisfaction Improving, ACSI Data Show
The Modern Customer Podcast
Airline customer satisfaction increased 3% year over year. That's one of the strongest gains across the travel sector, according to new research from the American Customer Satisfaction Index (ACSI). This week on The Modern Customer Podcast, Forrest Morgeson, Director of Research Emeritus at ACSI, shares what's driving those gains and how airlines are improving across multiple customer touchpoints—from mobile apps and reservations to in-flight internet and access to information throughout the travel journey. 🎧 Listen to the conversation and explore the latest . Blake Morgan was...
info_outlineThis week on The Modern Customer Podcast, Will Heywood, Chief Customer Officer of DHL Supply Chain 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.
🎧 Listen to the full episode and see how AI actually works at enterprise scale.
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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