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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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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How Creative Thinking Unlocks the True Power of AI in CX
04/15/2025
How Creative Thinking Unlocks the True Power of AI in CX
The missing piece in AI-powered CX? Creative thinking. This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas. We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation. Inside the episode: ✔️ RAG: The new standard for self-service ✔️ Agent co-pilots that reduce training time ✔️ Smarter automation that actually delivers 🎧 Listen now and let me know how you’re combining creativity with AI in your own work. 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 $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership
04/08/2025
The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership
According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation. Key insights from the report: 77% of executives say CX is a top strategic priority 72% believe AI will fundamentally reshape CX within three years Yet only 12% have a coordinated AI strategy Only 15% of executives feel ready to lead AI transformation in their industry This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale. Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ 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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Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision
04/03/2025
Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision
In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what’s possible. 🎧 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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What Drives Customers to Buy—And What Holds Them Back
04/01/2025
What Drives Customers to Buy—And What Holds Them Back
This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers forward with confidence. If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away. Listen now—and discover how to turn hesitation into momentum. 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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Inside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX Innovation
03/25/2025
Inside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX Innovation
This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City. We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers. If you lead CX, EX, or digital transformation, this episode is packed with insights you can use. 🎧 Don’t miss this powerful conversation with one of the world’s most influential HR leaders. 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 and CX: The Shift Toward Smarter, Seamless Service
03/18/2025
AI and CX: The Shift Toward Smarter, Seamless Service
AI is no longer a future concept—it’s here, transforming how businesses operate and how customers engage. In this episode of The Modern Customer Podcast, , futurist, founder of , and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it. Zack shares his insights on how AI is shifting CX from reactive problem-solving to seamless, proactive engagement. He explains why many businesses still treat CX as a cost center and how AI-driven automation will eliminate inefficiencies, personalize interactions, and unlock new opportunities for innovation. The AI revolution is here—businesses that adapt will lead, and those that hesitate will fall behind. Listen now to learn how AI is transforming CX and what you need to do 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 the 80/20 Rule, AI, and Leadership Drive Business Growth
03/11/2025
How the 80/20 Rule, AI, and Leadership Drive Business Growth
In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact areas, optimizing processes, and leveraging AI to enhance—not replace—human roles. Under his leadership at OTC: 👉 Revenue grew by 43% 👉 Earnings increased over 80% 🎧 Listen now to hear Bill’s insights on scaling efficiently, prioritizing impact, and leveraging AI for smarter growth. 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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Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs
03/04/2025
Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs
Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact. The results speak for themselves: ✅ 90% fewer searches per session—faster resolutions with less effort. ✅ 30% drop in case submissions—reducing strain on support teams. ✅ 9% year-over-year decrease in case volumes—proving AI’s role in driving efficiency. Michelle breaks down how SAP Concur balances automation with human connection, ensuring AI enhances, rather than replaces, the customer experience. If you want to see how AI can drive real results in CX, this episode is packed with insights 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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AI-Powered Marketing: How to Personalize Without Overstepping Customer Trust
02/25/2025
AI-Powered Marketing: How to Personalize Without Overstepping Customer Trust
87% of customers engage more with personalized emails—yet too much personalization can feel intrusive. This week on The Modern Customer Podcast, Malinda Sandman, Senior Director of Global Acquisition and Partner Marketing at Intuit Mailchimp, shares how brands can use AI responsibly to build trust, increase engagement, and drive results. 📢 Key takeaways from the episode: 🔹 07:44 | How to personalize marketing without losing customer trust 🔹 11:15 | The power of AI-driven segmentation and predictive insights 🔹 14:51 | Why first-party data is the key to long-term marketing success 🎧 Don’t miss this conversation—tune in now to learn how AI can make or break your marketing strategy. 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 Coveo’s AI Helps Leading Organizations Personalize at Scale
02/18/2025
How Coveo’s AI Helps Leading Organizations Personalize at Scale
This week on The Modern Customer Podcast, I’m joined by Sheila Morin, CMO of Coveo, whose career spans L’Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty. We explore how Coveo helps leading brands like United Airlines, SAP, and Xero thrive with AI, the latest trends in generative AI, and what CX leaders need to know before implementing AI. AI has the power to transform customer experience—but only if it’s built on trusted data and delivers real results. Sheila shares insights on how top companies make AI work, the biggest misconceptions about AI adoption, and why businesses must act now. Tune in to discover how AI is reshaping CX and what it takes to create personalized, frictionless interactions at scale. Thanks to for sponsoring this episode! Key Takeaways from the Episode 05:25 | Clarifying AI’s Value: How Coveo Drives Relevance at Scale 08:34 | How Coveo’s GenAI Supports Industry Leaders Like United Airlines 17:54 | Businesses Want AI That Delivers Real Results 20:58 | How CX Leaders Can Make AI Work 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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Building A Customer-Centric Culture Through Operations At T-Mobile
02/11/2025
Building A Customer-Centric Culture Through Operations At T-Mobile
This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale. With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer service. The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience. Listen now for insights on building a scalable, customer-centric culture through smart operations and innovation. Top 5 Takeaways from the Episode 📌 📌 📌 📌 📌 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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Building a Service Culture: Practical Strategies for Customer Experience Success
02/04/2025
Building a Service Culture: Practical Strategies for Customer Experience Success
This week on The Modern Customer Podcast, speaker, author, and trainer —creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture. With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees. The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart. 🎧 Tune in now to discover how small, consistent changes can drive big improvements in customer experience! 📍 Learn more about Jeff Toister’s 5-5-5 approach at Key Insights from the Conversation – The Impact of One Customer Interaction – Using Data to Enhance Training and Efficiency – Why Clarity is the Foundation of Great Service – The 5-5-5 Training Method: Small Steps, Big Impact – How Small Adjustments Can Reduce Escalations by 50% 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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Proactive Strategies for Customer Success: Personalization, Relationships, and AI
01/28/2025
Proactive Strategies for Customer Success: Personalization, Relationships, and AI
This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results. Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS landscape. From balancing authenticity and professionalism to rethinking workflows for AI integration, this episode is packed with actionable insights. 🎧 Tune in now to learn how to elevate your customer success strategy and deliver better results for your clients! Key Highlights for Easy Listening: What Makes Customer Success Different from Customer Service Rethinking Workflows: Guiding Customers to Unlock AI’s True Potential Actionable Tips for Creating Engaging Content Balancing Authenticity and Professionalism in Personal Branding SaaS Predictions: What’s Ahead for CX and Tech Companies 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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Customer Trust: Why It Matters and How to Measure It
01/21/2025
Customer Trust: Why It Matters and How to Measure It
This week on The Modern Customer Podcast, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share how she’s helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build customer-centric cultures and deliver exceptional experiences at scale. Megan dives into the foundational role of trust in customer experience—and why it’s essential for building lasting relationships. She shares actionable strategies for simplifying complexity, breaking down silos, and fostering trust across organizations. Megan also explains how companies can tackle the operational challenges that come with growth and align their teams to better meet customer needs. From measuring trust through transparency and reliability to creating a culture that prioritizes connection, this conversation is packed with practical insights. 🎧 Tune in now to learn how to make trust the cornerstone of your customer experience strategy—and empower your teams to deliver it! Key Highlights from the Conversation: Customer Experience vs. Customer Trust The Limits of Empathy Consistently Good, Strategically Amazing Creating a Customer-Centric Culture What Companies Fear About Customer Feedback Why Trust Drives Growth Measuring 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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Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively
01/14/2025
Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively
This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results. From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest. Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress. 🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business! This episode of The Modern Customer Podcast is sponsored by . Key Highlights from the Conversation: Introduction and Background AI's Impact on Contact Centers From Script to Spirit A Strategic Approach to AI Adoption Next-Gen QA with Conversation Intelligence The Future Contact Center Workforce Rapid Fire Questions with Gadi Shamia 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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Innovation and Creativity in Customer Experience: Leading with Purpose in 2025
01/07/2025
Innovation and Creativity in Customer Experience: Leading with Purpose in 2025
This week on The Modern Customer Podcast, —globally recognized innovation expert, bestselling author, tech entrepreneur, and professional jazz guitarist—shares his insights on how leaders can unlock creativity, overcome fear-driven barriers, and build a culture where bold ideas thrive. From embracing AI as a co-pilot to applying frameworks like the 'To-Test List' and 'Judo Flip,' Josh shares actionable strategies for tackling challenges with creativity and adaptability. Whether leading teams or enhancing customer interactions, this conversation delivers practical insights to spark bold innovation. 🎧 Tune in now to start 2025 with a mindset of bold innovation and fearless creativity! 👉 Visit https://joshlinkner.com/ to learn more about Josh Linkner and his work. Key Highlights for Easy Listening: 01:57 Balancing Automation with Human Compassion in Customer Service 03:28 Turning Challenges into Opportunities with Creative Problem-Solving 05:28 Using the 'To-Test List' and 'Judo Flip' to Drive Creative Problem-Solving 08:52 Driving Innovation Through Small, Manageable Steps 09:55 The Power of Empathy, Artistry, and Emotional Intelligence 11:25 Create Memorable, Human-Centered Customer Interactions 14:59 Cultivating a Creative Mindset for Problem-Solving 17:25 How Leaders Can Build a Culture of Safety, Creativity, and Bold Innovation 22:29 Rapid Fire Questions with Josh Linkner 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 Hotels Can Deliver Unforgettable Guest Experiences
12/30/2024
How Hotels Can Deliver Unforgettable Guest Experiences
The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay. In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care. Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy. Whether it’s building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away. Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success. Key Highlights for Easy Listening: 05:31 The Power of Emotional Intelligence in Building Hospitality Teams 07:53 Understanding Emotional Connections: Love Languages in Guest Experiences 12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests 15:07 Service Recovery: Addressing Bad Reviews with Transparency 18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality 21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences Learn more about Bashar Wali and his work at . 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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Year-End Strategies: Turning Uncertainty Into Opportunity
12/23/2024
Year-End Strategies: Turning Uncertainty Into Opportunity
This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business. With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on mindset shifts, the often-overlooked power of small details, and actionable strategies for entering 2025 with clarity, purpose, and momentum. If you're ready to turn uncertainty into your greatest advantage and step confidently into the new year, this episode is packed with insights you won’t want to miss! 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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How Unified Communication Tools Improve Customer Experience in Modern Contact Centers
12/17/2024
How Unified Communication Tools Improve Customer Experience in Modern Contact Centers
This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at , dives into how unified communication tools are elevating customer experience in modern contact centers. Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions. If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen! Key Highlights for Easy Listening: 04:47 Why Unified Communication Is Critical to Simplify Customer Interactions 08:41 How to Bridge the Gap in Customer Service Using Better Tools 12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers 18:46 The Intersection of AI Implementation and Change Management 21:35 The Future of Contact Centers and the Transformative Role of Conversational AI This episode of The Modern Customer Podcast is sponsored by . 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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Inside Samsung’s Customer Experience Strategy
12/10/2024
Inside Samsung’s Customer Experience Strategy
Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful. Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung’s approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers. Tune in to discover why customer experience is part of Samsung’s DNA and how their approach creates loyalty for life. 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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