Explorez tous les épisodes du podcast The Modern Customer Podcast

Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 routes connecting 91 cities, how does it keep guest experience strong as it grows?

This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares teams for rapid growth and how AI helps them identify opportunities to improve aircraft turnaround efficiency.

Catch the full episode!

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast.

This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations.

We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs' activity at daycare.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require action.

In this episode of The Modern Customer Podcast, Blake Morgan speaks with Skai Kang, Vice President of Customer Success at unitQ, about how AI can unify customer feedback and connect it to the metrics leaders track. Customer feedback creates business value when teams can see it, understand it, and act on it.

This episode is sponsored by unitQ. Learn more at unitq.com.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

At Volkswagen, existing owners can become "walking advocates" for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway.

That's where bringing marketing and CX together gets interesting. The customer insights you use to improve the experience can also help shape how you position and grow the brand.

This week on The Modern Customer, Rachael Zaluzec, SVP of Customer Experience & Brand Marketing at Volkswagen of America, talks about customer insights, brand growth, AI, and the role dealerships play in the experience.

Listen to the full episode to learn why Volkswagen brought marketing and CX together, and what other brands can learn from its approach.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Canva has seen approximately 40 billion instances of AI usage across its platform.

But adding more AI doesn't automatically create a better customer experience. Customers still need to be able to find, understand, and use it.

This week on The Modern Customer Podcast, I spoke with Rob Giglio, Chief Customer Officer at Canva, about why user interface innovation must keep pace with AI innovation.

Canva measures customer success through monthly active use. When customers get value from the platform, they create more, publish more, and invite others to collaborate.

That is an important reminder for every company investing in AI: new capabilities only matter when customers can use them successfully.

Tune in to hear how Canva connects AI innovation, ease of use, and customer adoption.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

When you're handling 120,000 support tickets a year, including requests from truck drivers who need help after hours, AI can fill an important gap.

This week on The Modern Customer Podcast, sponsored by Botpress, Andrew Dell, Support Operations Architect at Super Dispatch, shared how the auto transport platform is using Botpress AI agents to extend customer support beyond regular business hours.

Tune in to hear how Super Dispatch is putting AI-powered support into practice and to learn more about building AI agents with Botpress.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work together to make travel easier.

As a Fortune 100 company serving more than 220 million passengers a year, American operates customer experience at an enormous scale. Hear how the airline connects digital and human touchpoints and works to create what Heather calls "a calm and easy, seamless experience."

Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale—and where Heather sees opportunities to improve the customer journey.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action.

On the latest episode of The Modern Customer Podcast, Regina Warga, VP of Experience and Digital Marketing at New York Life, explains how her team uses AI to turn customer insights into action without losing the human voice behind the data.

She also shares how New York Life cuts through the constant AI noise, balances synthetic and human research, and plans to bring customers, advisors, researchers, and decision-makers together in its new innovation lab, opening this September.

🎧 Listen to the full conversation.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Alaska Airlines is proving that the best CX transformations make complexity disappear for customers.

As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while preserving what makes each brand distinct.

This week on The Modern Customer Podcast, Charu Jain, SVP of Merchandising and Innovation at Alaska Airlines, shares how technology, operational preparation, and human care can work together to transform CX at scale.

Listen to the full epside now!

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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.

Subscribe to The Modern Customer Podcast for more conversations on customer experience, AI, leadership, and innovation.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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 Juha Jaervinen, 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 Virgin Atlantic is combining AI, premium experiences, loyalty, and human service to shape the future of travel.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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 Cyara, 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 Cyara.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Personalization could transform the future of retirement planning.

This week on The Modern Custome Podcast, Jessica Austin Barker, 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 planning more personal, accessible, and easier to understand.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

What if getting rid of customers quickly is actually bad for business?

That's the case Pasquale DeMaio, 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: https://fandf.co/4fu6tAd

#sponsored #AWS #AmazonConnect #amazonconnectcustomer #CCWVegas

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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 customer experience, digital transformation, or AI initiatives, I think you'll find this conversation both practical and thought-provoking.

Listen to the full episode now! Get a copy of Sharon Gai's new book, How to Do More With Less: Future-Proofing Yourself in an AI-Driven Economy, for practical strategies on leading through AI-driven change.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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 approach to identifying when customers are ready to buy and building products that solve problems customers can't solve with their existing options.

📘 Rob Snyder's new book, The Power of Pull, launches July 7. Pre-order your copy today: robsnyder.org/book

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

This episode is sponsored by Salesforce.

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 are becoming part of the workforce, organizations will need new ways to manage, measure, and support them.

🎧 Listen to the full episode.

#SalesforcePartner #Salesforce #DigitalWorkers #AI #AgenticAI #FutureOfWork #Leadership

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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 focus more on strategic work.

As Amber explains, the future isn't about replacing marketers. It's about giving them the tools to do more of what humans do best. #SalesforcePartner

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

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 ACSI Travel Study.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology.

This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of Future-Proof: Transform Your Business with AI or Get Left Behind, shares practical ways companies can use AI to accelerate innovation, improve customer experience, and prepare for the future of work.

We also discuss why successful AI adoption depends as much on leadership, employee buy-in, and culture as it does on the technology itself.

🎧 Catch the full episode and check out Michael's book, Future-Proof: Transform Your Business with AI or Get Left Behind.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference.

This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience.

Drawing from her book Experience Is Everything, she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes.

🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service.

This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global Servicing at American Express, shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations.

A thoughtful conversation on how leading brands are using AI to reduce friction, strengthen customer relationships, and scale premium service across global operations.

🎧 Listen to the full episode!

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform.

At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store interaction and human connection.

This week on The Modern Customer Podcast, Mark Gardiner, author of Build a Brand Like Trader Joe's, shares insights from his experience working inside the company and what it reveals about delivering customer experience through people.

🎧 Watch the full episode to see where human interaction still creates value and how it can drive customer loyalty.

Grab a copy of Mark Gardiner's book, Build a Brand Like Trader Joe's

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience—shares how the company scales CX through operations.

At United, CX isn't a layer on top of the business—it's built into how the system runs. From putting the customer at the center of operational metrics to continuously eliminating friction across the journey, decisions are made with customer impact in mind.

David shares how United:
👉 Measures performance through a customer lens—not just efficiency
👉 Uses tools like Agent on Demand to scale support during disruptions
👉 Enables real-time access to options and information
👉 Leverages AI and digital tools to improve speed, clarity, and responsiveness
👉 Delivers more personalized experiences through connectivity and data

But even with all the technology, one thing remains constant:
👉 It's the people—how they respond and deliver in the moment—that define the experience.

If you're leading CX, operations, or digital transformation, this episode breaks down what it actually takes to deliver consistent, high-quality experiences at scale.

United Airlines: https://www.united.com/
David Kinzelman: https://www.linkedin.com/in/david-kinzelman/

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics.

In this episode of The Modern Customer Podcast, Josh Weiner, Senior Vice President of Consumer Engagement & Analytics at CVS Health, breaks down what it actually takes to make AI work in healthcare. From predicting customer intent in the contact center to enabling more personalized and connected care, this conversation explores how AI is being applied in real-world environments.

The key takeaway: AI creates value when it's applied across the full customer journey—not just as a point solution.

Listen to the full episode to learn how leading organizations are using AI, data, and analytics to improve customer experience in healthcare.

Connect with Josh Weiner:
LinkedIn: https://www.linkedin.com/in/joshweiner2/

Learn more about CVS Health:
https://www.cvshealth.com

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place.

Most companies underestimate what it actually takes to make that work.

In this episode, Nalin Gupta, Founder & CEO, Cignara breaks down why AI in customer support isn't plug-and-play—and what's required to make it accurate and reliable at scale.

We get into the foundation behind it: how organizations structure data, define workflows, and use continuous feedback to improve performance over time.

If you're thinking about AI in customer support, this is a more grounded look at what actually works in enterprise environments.

🎧 Listen to the full episode now! Learn more about Cignara at https://cignara.com/

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Customer Podcast, Dean Kontul, EVP and CIO of Intelligent Automation, Contact Center, and Investment Operations at KeyBank, shares how one of the largest U.S. financial services companies is applying AI to improve customer experience.

At KeyBank, AI sits alongside a strong focus on service culture, shaping how customer experience is delivered. The approach starts with integration—bringing together data, product, technology, and operations so customer behavior, product decisions, and service delivery can inform one another.

🎧 Watch the full episode to learn how AI can be applied as an enabler—not just a tool—and what it takes to translate it into real operational impact. 

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Customer experience is shifting from memorable interactions to driving customer outcomes.

That's the shift behind the Transformation Economy, and it's changing how companies create value for customers.

This week on The Modern Customer Podcast, Joseph Pine, co-author of The Experience Economy and author of the new book The Transformation Economy, explores the next evolution of customer value—from experiences to transformation.

🎧 Listen to the full episode to explore the shift from experiences to outcomes.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

At Vanguard, every investment is centered on client needs—but delivering that consistently at scale takes more than intent.

In this week's episode of The Modern Customer Podcast, Matt Brancato shares how alignment across teams, disciplined listening, and AI-supported frontline decisions come together to create a more unified client experience.

Trust isn't built through strategy—it's built through consistent execution.

If you're working to deliver customer experience at scale while maintaining trust, this one is worth your time.

🎧 Listen to the full episode and follow The Modern Customer Podcast for more CX insights.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them.

That means keeping shelves stocked across thousands of stores—every day.

This week on The Modern Customer, Jeffrey Hendrix, Chief Customer Officer at Bimbo Bakeries USA, shares how the company uses its 12,000 delivery routes to keep products available at scale.

Instead of relying solely on warehouses, Bimbo delivers directly to stores—restocking shelves, managing inventory, and responding to demand in real time.

That's how they maintain availability across their retail network.

🎧 Tune in to the full conversation.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top.

But that model is starting to change.

In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad

One key idea: when AI agents and human agents share the same context, customers no longer have to repeat their problem multiple times they're transferred.

The conversation explores:

• Why contact centers have remained fragmented

• How AI and human agents can work together

• What shared customer context means for CX leaders

This episode is sponsored by Salesforce. Learn more about Agentforce Contact Center. 

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Service economics have long depended on headcount. Scale meant higher cost, and capacity constrained performance.

AI changes that.

This week on The Modern Customer, Matt Price, Founder & CEO of Crescendo, explains how AI expands capacity and connects service directly to business outcomes.

Instead of charging per seat or hour, Crescendo ties pricing to measurable results. When teams treat service conversations as engagement opportunities, more than half involve buying intent — and repeat visits increase.

In this episode, you'll learn how organizations:

• Turn service interactions into buying moments

• Increase repeat engagement and loyalty

• Move beyond seat-based economics

• Scale service without proportional headcount growth

If you're thinking about how AI fits into your customer service strategy, this episode is for you.

👉 Watch the full episode and learn more at www.crescendo.ai

This episode is sponsored by Crescendo.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

New data from the American Customer Satisfaction Index reveals nearly a decade of stagnation, a narrowing gap between top and bottom performers, and rising loyalty. Together, these shifts point to one conclusion: customer experience is converging.

In this week's episode of The Modern Customer, Forrest Morgeson, Director of Research at the American Customer Satisfaction Index, explains what this means for leaders heading into 2026.

As AI accelerates and economic uncertainty persists, differentiation becomes harder to sustain and more critical to get right.

If you're shaping your 2026 strategy, this conversation offers a clear, data-backed perspective on where competitive advantage is tightening — and where leaders should focus.

🎧 Listen to the full episode.

Access the full ACSI report to evaluate what these trends mean for your competitive position: https://theacsi.org/news-and-resources/blog/2026/02/17/the-shrinking-distance-between-the-best-and-the-rest/

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Customer conversations generate value. Yet most organizations never connect that value to action.

Context gets lost across channels, and next steps never connect to downstream systems.

This week on The Modern Customer, Ali Tore, RingCentral's SVP & GM of Conversational AI, shares how agentic voice AI closes that gap. He outlines why organizations must move beyond isolated automation and build systems that coordinate conversations, context, and follow-through across every touchpoint.

If you want AI to drive real customer outcomes — not just efficiency — this episode is for you. 

👉 Listen to the full episode on The Modern Customer and explore the RingCentral Agentic AI Trends 2026 report to go deeper.

This episode is sponsored by RingCentral.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer, Andrew Rebhun, Chief Experience Officer at CAVA, shares how the Mediterranean fast-casual brand keeps hospitality at the center while scaling to 400+ locations.

The conversation breaks down how experience leadership actually works at scale—from loyalty and social listening to team training and selective use of AI—without losing human connection.

Where do you see the biggest gap today: loyalty design, social listening, or team alignment?

🎧 Listen to the full episode to explore how hospitality translates into loyalty across digital, rewards, and social touchpoints.

Curious to try it yourself? Visit cava.com to learn more.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Great customer experience doesn't lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience is clear.

In this episode of The Modern Customer, customer experience speaker and author Brittany Hodak explains what actually turns customers into superfans—and why tools, automation, and AI alone aren't enough. Drawing on her work with organizations like American Express, Benihana, and Keller Williams, she shows why ownership, accountability, and human judgment drive lasting loyalty.

🎧 Tune in to the full conversation to learn how great CX turns customers into superfans.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question becomes operational.

In this special takeover episode of The Modern Customer Podcast, Jacob Morgan shares insights from The 8 Laws of Employee Experience, based on research with more than 100 CHROs. He explains why CX and EX operate as one system—and how leadership decisions behind the scenes shape customer outcomes.

This conversation gives CX leaders a practical, systems-level lens to strengthen trust, consistency, and performance as AI raises the stakes.

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

This week on The Modern Customer Podcast, you'll hear why winning with AI doesn't start with an AI strategy.

In this episode, Peter Czimback—former VP of Experience Innovation at Aramark—shares a business-first approach to transformation that begins with experience, outcomes, and human capability, with AI supporting execution underneath.

The conversation explores how leaders can move beyond AI experimentation and hype by anchoring technology decisions to growth, productivity, and the experiences they want to deliver to customers and employees.

If you're navigating AI investments, organizational change, or transformation at scale, listen to the full episode to learn how experience-led thinking helps leaders use AI to strengthen what already 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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience.

In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how Jam fits into the bug-reporting and support workflow by capturing technical context as issues are reported. That shared context helps support and engineering diagnose problems faster, reduce handoffs, and move toward resolution with greater clarity.

The conversation looks at why resolution speed and coordination have become CX priorities—and how AI is influencing the way teams work together when something breaks.

This episode is sponsored by Jam. 🎧 Learn more about Jam and how teams are rethinking bug resolution: https://jam.dev/

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution.

The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action—while balancing digital growth with trust and prioritizing relationships over transactions.

Topics covered include:

1. Anchoring CX in relationships, not transactions

2. Balancing digital convenience with trust-based experiences

3. Turning customer signals into enterprise priorities

4. Using analytics and AI to inform decisions without replacing leadership

🎧 Listen to learn how customer insight drives execution inside a Fortune 500 bank.

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale.

As SVP and Chief Experience Officer at Northwell Health, Sven leads experience across one of the largest health systems in the country—bringing hospitality principles, cultural leadership, and practical technology into healthcare.

🎧 Listen to the full episode to learn what modern healthcare CX leadership really looks like—when it's done right.

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

This 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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease.

Strive Health's Chief Customer Officer, Evelyn Goodfriend, shares what patient experience looks like up close, why traditional care models fall short, and how listening, alignment, and better workflow design support both patients and caregivers. We also discuss where AI meaningfully helps and where human support remains essential.

A practical conversation for CX leaders and operators navigating high-stakes, high-complexity customer journeys.

Don't miss this 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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

How is one of the largest health systems in Texas using AI to transform patient experience?

This episode of The Modern Customer Podcast explores how Memorial Hermann Health System is applying AI, predictive analytics, and digital tools to redesign care for millions of patients across Houston. The conversation features Alex Greengold, Chief Consumer Experience Officer at Memorial Hermann, who brings previous CX leadership experience from AOL and DISH, where he earned multiple J.D. Power awards.

Watch the full conversation to see how AI, smart design, and culture are reshaping the future of care.

🔗 Learn more about Memorial Hermann: http://www.memorialhermann.org/

🔗 Connect with Alex on LinkedIn: https://www.linkedin.com/in/alexgreengold/ 

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

The Hershey Company is transforming faster than ever—proving how CX and AI can modernize a 130-year-old brand at scale.

This week on The Modern Customer Podcast, Tiffany Menyhart — Chief Customer Officer at The Hershey Company — shares how her team is reshaping customer experience across physical retail, e-commerce, and the rapidly expanding on-demand ecosystem.

Hershey's results speak for themselves:
▪️ On-demand sales up 30%+ this year (and 60% growth over recent years)
▪️ 40%+ seasonal lifts with retail partners through strategic digital optimization

If you're leading CX, digital, retail, or innovation strategy, this episode is a must-listen.

🎧 Listen to the full conversation and subscribe for more insights on AI, and the future of customer experience.

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

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. Nicholas Thorne, co-author of Me, My Customer, and AI, breaks down practical strategies for modern leaders. Nicholas is also the co-founder of Audos, and a partner at prehype, 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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

This week on The Modern Customer podcast, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, 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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

This week on The Modern Customer podcast, Valarie Vest, EVP and Chief Experience Officer at Cambridge Investment Research, 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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

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, Michael Watson, SVP and Chief Customer Officer at WM, 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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. 

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 LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.