The Modern Customer Podcast
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
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Me, My Customer, and AI: Scaling Customer Relationships with AI
11/18/2025
Me, My Customer, and AI: Scaling Customer Relationships with AI
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 directly with customers • How to turn trust and responsiveness into long-term strategic advantage • Why voice and multimodal CX are accelerating faster than expected — and how to prepare Tune in to explore how AI can accelerate growth while deepening customer trust. 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth
11/11/2025
How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth
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 simplify complex healthcare needs. Listen to the full episode now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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AI’s Impact on The Chief Experience Officer Role
11/04/2025
AI’s Impact on The Chief Experience Officer Role
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 won't want to miss! Tune in now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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Converting Operational Excellence into Growth with WM
10/28/2025
Converting Operational Excellence into Growth with WM
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 and customer responsibility, offering a crucial lesson for listeners. Learn how operational rigor and a People-First culture are the ultimate accelerators for profitable growth. Don't miss this one! Tune in now! Visit WM's website to learn more: https://www.wm.com/ 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Enterpret’s AI Unifies Feedback for Faster CX Decisions
10/21/2025
How Enterpret’s AI Unifies Feedback for Faster CX Decisions
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 visibility. It’s a look at how the next generation of customer intelligence is helping leaders make faster, smarter CX decisions. 👉 This episode is sponsored by Enterpret. Visit https://www.enterpret.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. Follow Blake Morgan on For regular updates on customer experience, .
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Zurich’s Chief Customer Officer on Taking Insurance Beyond Protection
10/14/2025
Zurich’s Chief Customer Officer on Taking Insurance Beyond Protection
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 balance sheet. Tune in now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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B2B CX at Scale: Inside the World’s Largest Logistics Real Estate Network
10/07/2025
B2B CX at Scale: Inside the World’s Largest Logistics Real Estate Network
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, prioritizing customer success and service recovery. ▶️ The 80% Rule: Scott’s leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives. ▶️ Future-Proofing with AI: Using machine learning to predict customer sentiment and plan for 2027 and beyond. ▶️ Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness. Learn how to integrate CX, AI, and strategic operations into a single engine for scalable growth. Tune in now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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Leveraging Everyday AI to Transform the Customer Relationship
09/30/2025
Leveraging Everyday AI to Transform the Customer Relationship
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 frees teams to focus on authentic customer connections. ➡️ Listening at Scale — AI makes it possible to instantly analyze thousands of customer comments, delivering insights that go far deeper than NPS scores. ➡️ Strengthening Relationship Capital — With AI, brands can build customer loyalty through three layers: depth (feeling seen), density (community), and durability (long-term trust). ➡️ Empowering Everyday Entrepreneurs — AI lowers barriers to entry, enabling more people to create businesses that solve real customer problems and build lasting relationships. 🎧 Listen to the full conversation with Henrik on The Modern Customer Podcast—and explore these ideas further by picking up a copy of his book . 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Emotional Connection Powers Luxury In Customer Experience
09/23/2025
How Emotional Connection Powers Luxury In Customer Experience
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 builds trust. Tune in and discover how emotional connection can be your strongest business strategy. Get a copy of Gaelle's new book , which introduces a framework built on People, Purpose, and Performance. 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. Follow Blake Morgan on For regular updates on customer experience, .
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Therabody’s Transformation Into a Customer-First Brand
09/16/2025
Therabody’s Transformation Into a Customer-First Brand
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 ✔️ Designing products and experiences around customer needs ✔️ Building cultural relevance through talent partnerships that strengthen brand connection 👉 Tune in to hear how Therabody turned customer insights into strategy—and the leadership lessons you can apply. Learn more about Therabody: 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Aflac Balances AI and Empathy to Drive CX ROI
09/09/2025
How Aflac Balances AI and Empathy to Drive CX ROI
This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer trust. Rather than choosing between technology and humanity, Aflac integrates both—using automation for efficiency and empathy to deepen trust, directly linking CX to growth. 3 Key Takeaways on CX from Aflac Empathy at scale: A dedicated support line for first-time cancer diagnoses ensures compassionate guidance during the toughest calls. AI with guardrails: Automation speeds routine claims, while humans handle complex or denial cases to protect trust. CX as ROI: Simpler processes drive acquisition, while empathy and trust strengthen persistency and long-term value. Tune in to the full episode to hear how Keith Farley makes customer experience a measurable growth strategy at Aflac. 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. Follow Blake Morgan on For regular updates on customer experience, .
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Lenovo’s CXO on Driving Business Growth Through Total Experience
09/02/2025
Lenovo’s CXO on Driving Business Growth Through Total Experience
This week on The Modern Customer Podcast, , Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. , a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of “Smarter Technology for All,” the company combines culture, design, and technology to turn experience into growth. Here’s how Total Experience shows up at Lenovo: 👉 Culture & accountability — 95% of employees have a CX KPI tied to their bonus 👉 Inclusive design & testing — accessibility features shaped with input from a school for the blind and ThinkPads tested through 20+ military-grade tests 👉 AI-powered personalization — GenAI accelerates content creation, localized AI safeguards privacy, and sellers are equipped with data for a 360° customer view 🎧 Discover how Lenovo makes CX measurable, accountable, and effortless—building trust and growth. Tune in now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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AT&T’s CX Strategy to Manage 100 Million Customers
08/26/2025
AT&T’s CX Strategy to Manage 100 Million Customers
AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus. On this week’s Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T’s first Chief Customer Officer, launching its customer-centric transformation, and she’s been a champion for the customer voice ever since. Here’s how AT&T is putting the customer at the center at massive scale: ✅ Personalization at scale — AT&T drills down from markets to households so every customer feels seen and heard. ✅ AI in action — improving customer satisfaction, first-call resolution, and containment, while virtual experts begin to support retail. ✅ Omnichannel without friction — creating a single view of the customer across digital, app, retail, and call centers. ✅ Trust as the foundation — with The AT&T Guarantee, the first in the industry to cover both fiber and wireless. Her perspective is clear: great customer experience doesn’t cost more—it costs less. 👉 Get the full story on how AT&T puts customers at the center. Tune in now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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Turning Customer Conversations Into Business Value With Voice AI
08/19/2025
Turning Customer Conversations Into Business Value With Voice AI
Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and drive growth. On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how companies are using voice AI to: ✅ Replace outdated IVR menus with human-like dialogue ✅ Protect revenue by ensuring no call is missed ✅ Turn conversations into proactive customer service and business growth Carson knows the stakes. As RingCentral’s former CRO, he helped grow ARR from $1.4B to $2.4B and scaled its enterprise business from $5M to $500M. Now, he’s applying that same growth mindset to AI. 👉 Listen to the full episode and discover how companies are already turning calls into ROI with voice AI. This episode of The Modern Customer Podcast is sponsored by RingCentral. 📌 Learn more about RingCentral's AI Receptionist → https://www.ringcentral.com/air?BMID=CMRCXINMBM2025 See how they’re doing it in these customer success stories → https://www.ringcentral.com/whyringcentral/casestudies.html?BMID=CMRCXINMBM2025 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Agentic AI is Reshaping Customer Experience at Scale
08/12/2025
How Agentic AI is Reshaping Customer Experience at Scale
AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara’s AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer. We cover: ✅ How to scale AI without sacrificing trust ✅ Building guardrails for compliance and transparency from day one ✅ Preventing silent failures that cost millions 🎧 Listen now to learn how leading enterprises deploy agentic AI at scale with confidence. 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. Follow Blake Morgan on For regular updates on customer experience, .
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People, Purpose, Products: Designing Customer Experiences That Truly Connect
08/05/2025
People, Purpose, Products: Designing Customer Experiences That Truly Connect
This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that increase response rates by 10% and deliver twice the depth of insight, and why building trust is the foundation for lasting adoption of new technology. 🎧 Tune in for an inspiring conversation on designing experiences your customers will value for years to come. 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. Follow Blake Morgan on For regular updates on customer experience, .
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Inside Crayola’s 120-Year Legacy of Creativity and Customer Experience
07/22/2025
Inside Crayola’s 120-Year Legacy of Creativity and Customer Experience
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 personalization How the brand connects across generations through in-store, digital, and experiential strategies Why adult creativity and purpose-driven storytelling are key to the future of CX 🎧 Tune in to hear how Crayola transforms emotion into experience—and experience into loyalty. 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. Follow Blake Morgan on For regular updates on customer experience, .
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Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
07/15/2025
Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
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 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. Follow Blake Morgan on For regular updates on customer experience, .
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Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
07/08/2025
Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
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 most What it takes to lead CX across legacy systems and siloed teams Why modern CX leaders must be relentless operators—not just visionaries This is a must-listen for CX leaders navigating complexity, scale, and rising expectations. Listen now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Canva Serves 230M+ Users with Customer Experience, AI, and Data
07/01/2025
How Canva Serves 230M+ Users with Customer Experience, AI, and Data
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 support across global teams Why CXOs must own post-purchase if they want to unlock enterprise value If you're rethinking how to scale CX with AI, data, and design in a high-growth business—this one’s for you. 🎧 Listen to the episode now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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5 Customer Experience Trends Every Leader Needs to Act On Now
06/24/2025
5 Customer Experience Trends Every Leader Needs to Act On Now
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 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. Follow Blake Morgan on For regular updates on customer experience, .
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How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts
06/17/2025
How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts
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 really looks like? Hit play to hear how Hilton Grand Vacations is using data, AI, and frontline insight to stay ahead. This episode is sponsored by , the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit 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. Follow Blake Morgan on For regular updates on customer experience, .
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Experience AI-Powered Customer Service Trained on Half a Billion Calls
06/10/2025
Experience AI-Powered Customer Service Trained on Half a Billion Calls
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 that have automated millions of calls for North America’s largest roadside assistance providers. Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs! This episode is sponsored by . Ready to experience it yourself? You can talk to Replicant's AI agent right now: 👉 Don't miss this insightful conversation! Tune in now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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Hospitality Leadership and the Culture That Powers Great Customer Experience
06/03/2025
Hospitality Leadership and the Culture That Powers Great Customer Experience
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 on leading through values and culture. Key takeaways from the episode: • How five core values drive meaningful customer and employee interactions every day • Why lasting loyalty is built through human connection, not just operational efficiency • How inclusive cultures unlock higher performance, engagement, and innovation • What every leader can take from hospitality to create a more people-centered, service-driven culture Listen now to The Modern Customer Podcast to discover how hospitality leadership can elevate how your organization serves, connects, and grows. This episode is sponsored by SCAYLE Commerce Engine, the flexible and scalable eCommerce platform built to grow enterprise brands pain free. Visit 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. Follow Blake Morgan on For regular updates on customer experience, .
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Prudential’s 150-Year Culture of Customer Experience Leadership
05/27/2025
Prudential’s 150-Year Culture of Customer Experience Leadership
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 ✔️ Maintains trust in a highly regulated industry 🎧 Tune in now and learn how a legacy brand stays future-focused. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit 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. Follow Blake Morgan on For regular updates on customer experience, .
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Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience
05/20/2025
Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience
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 ✅ Using AI to support agents and solve complex issues ✅ Leading cultural transformation post-acquisition 🎧 If you’re building CX in essential services, utilities, or complex industries, this episode is packed with insight and inspiration. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit 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. Follow Blake Morgan on For regular updates on customer experience, .
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How AI Powers Science, the Workplace, and Real-World Impact
05/13/2025
How AI Powers Science, the Workplace, and Real-World Impact
What 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 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. Follow Blake Morgan on For regular updates on customer experience, .
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The AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for Service
05/06/2025
The AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for Service
What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they’re building AI that scales globally and enhances every human interaction it touches. 🎧 Listen in for: ◦ Why AI needs guardrails, not guesswork ◦ The “smart intern” approach to responsible AI ◦ How Zendesk blends automation with emotional intelligence This is how great service gets smarter, faster and more human. Don’t miss this short, smart conversation on AI that works. 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. Follow Blake Morgan on For regular updates on customer experience, .
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Reimagining Healthcare Experience Through Feedback and AI
04/29/2025
Reimagining Healthcare Experience Through Feedback and AI
The future of healthcare isn’t just digital—it’s deeply human. And AI is helping make that possible. This week on The Modern Customer Podcast, , Chief People Officer at , shares how her team is transforming both patient and employee experience. By combining the power of AI with real-time employee feedback, they’re building a more connected, responsive, and human-centered healthcare system. In this conversation, Heather shares: ✔️ How AI is helping doctors stay present and build trust with patients ✔️ Why transparent feedback is reshaping leadership culture ✔️ What it takes to create an experience-first organization at scale This episode is packed with insight for leaders who believe technology should enhance empathy, not replace it. 🎧 Tune in to learn how feedback and AI are reshaping healthcare from the inside out. 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. Follow Blake Morgan on For regular updates on customer experience, .
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Why Most AI in CX Is Missing the Mark—and What Comes Next
04/22/2025
Why Most AI in CX Is Missing the Mark—and What Comes Next
Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions. That’s where most GenAI tools fall short—and where agentic AI steps in. On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX. We cover: ✅ Why most chatbots can't handle the majority of real-world support needs ✅ What agentic AI is—and why it's reshaping customer experience ✅ How to personalize at scale without compromising trust ✅ What proactive AI looks like—and why it's the next evolution If you're serious about using AI to drive real CX results, this episode is packed with insight you can’t afford to miss. 🎧 Ready to rethink your AI strategy? Listen to the full episode now! 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. Follow Blake Morgan on For regular updates on customer experience, .
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