The Modern Customer Podcast

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 Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. 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 SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.  Visit www.scayle.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. 

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 Replicant. 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 Replicant. Ready to experience it yourself? You can talk to Replicant's AI agent right now: 

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 www.scayle.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. 

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

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 

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.

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.

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, Heather Brace, Chief People Officer at Intermountain Health, 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.

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.

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

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

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.

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 www.scayle.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. 

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.

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, Zack Kass, futurist, founder of ZKAI Advisory, 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 LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

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:

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

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.  

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

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

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—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.

  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.

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. 

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.

This week on The Modern Customer Podcast, Josh Linkner—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.

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 hotelier.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. 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, 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.

This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, 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! 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.

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.

This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it. Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience. Don't miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. 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.

This week on The Modern Customer Podcast, Robert Glazer—entrepreneur, bestselling author, and keynote speaker—shares powerful strategies to master high-performance leadership and elevate customer experience. Robert explores the importance of clarity, accountability, and his four-part framework for building team capacity. He explains how aligning teams with shared goals, balancing culture with results, and empowering employees can drive exceptional customer experience outcomes. Don't miss this insightful conversation packed with actionable tips to transform your leadership and customer experience strategy. 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.

How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, reveals her proven strategies for building customer loyalty that goes beyond the product. Brittany dives into her SUPER framework, sharing how brands can engage customers on an emotional level, personalize experiences, and create long-lasting relationships. From the importance of storytelling to balancing technology with human connection, Brittany offers actionable insights that can transform your customer experience approach. If you want to create superfans and transform your brand's loyalty strategy, this episode is packed with practical tips and inspiration. 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.  

How does a fast-food giant like Jack in the Box stay relevant after 74 years?  This week on The Modern Customer Podcast, Ryan Ostrom, Chief Marketing Officer at Jack in the Box, shares how the iconic fast-food brand keeps its customers coming back for more. With experience at GNC, Yum! Brands, Sears, and Reebok, he brings a fresh perspective on modern marketing and customer experience. Ryan also opens up about tackling delivery challenges, optimizing quality, and reimagining stores to enhance the guest experience.  Whether you're curious about AI in marketing or how a fast-food giant stands out in a crowded market, this episode is packed with actionable ideas and inspiration. Don't miss Ryan's insider tips for staying ahead in a competitive market—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.

This week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framework for using AI to drive growth based on his book, "Personalized: Customer Strategy in the Age of AI," co-authored with Mark Abrahams. With decades of experience helping top brands enhance their CX, David shows how companies can leverage AI to drive meaningful growth and create lasting customer loyalty. He explains how AI can empower customers, enable perfectly timed interactions, and support every stage of a growth-focused CX strategy. David also addresses key challenges, such as maintaining human oversight and avoiding intrusive interactions, to ensure AI-driven CX builds trust and protects brand integrity. 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.

This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management. She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful AI implementation hinges on effective change management, ensuring smoother transitions and delivering measurable results for contact centers. 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.

This week on The Modern Customer Podcast, Calvin Stovall, Chief Experience Officer at Iconic Presentations and hospitality expert, shares insights from his 30-year career in hospitality and how his leadership approach has transformed employee engagement. We discuss the importance of emotionally intelligent leadership in creating a highly engaged workforce, hiring passionate individuals, and building genuine, lasting connections with employees. Calvin also offers practical tips on improving employee development, retaining top talent, and fostering a work culture that drives both employee satisfaction and customer loyalty. If you're focused on building a strong employee experience that leads to better customer outcomes, this episode is for you! 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.

We're celebrating the 400th episode of The Modern Customer Podcast with Henrik Werdelin, co-founder of Bark, founding partner of Prehype! Henrik explores the powerful role of AI in leadership and customer experience, showing how it drives personalization, efficiency, and innovation.  From building personalized customer relationships to empowering leaders to embrace AI firsthand, Henrik shares actionable insights that 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.  

In this episode of the Modern Customer Podcast, Jessica Austin, the Chief Digital and Client Experience Officer for TIAA, shares her insights on customer experience innovations, the integration of AI in financial services while maintaining customer trust, the challenges of serving an aging population digitally, and training contact center agents for empathetic engagement. Jessica shares her experiences and strategies for measuring customer interactions using metrics like the customer effort score, and discusses her personal approaches to leadership and daily routines. 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.

  This week on The Modern Customer Podcast, Cosimo Spera, founder and CEO of Minerva CQ, shares how AI is transforming the way contact centers operate by empowering agents with real-time information and reducing call times for smoother customer interactions. We explore the future of AI in customer experience, discussing how Minerva CQ's AI copilot helps agents deliver more efficient service while still relying on human strengths like empathy and problem-solving. 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.

This week on The Modern Customer Podcast, John Finch, Global VP of Product Marketing for Customer Experience at RingCentral, shares insider knowledge on how AI is reshaping the future of contact centers, tackling the toughest challenges in customer experience today.  We dive into the complexities of bringing AI products to market, the importance of simplifying customer experience, and how RingCentral is revolutionizing the way businesses serve their customers with innovative solutions like RingCX. Plus, hear firsthand about the power of AI-driven agent assist, intelligent virtual agents (IVAs), and automation in delivering faster, smarter, and effortless customer service. 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.

This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer experiences by harnessing the power of AI, mobile apps, and real-time communication—while maintaining a strong focus on customer service. Learn how innovative tools like Agent on Demand and Connection Saver are reducing friction in travel, and discover what's next for United as they continue to push the boundaries of technology in aviation. 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.

This week on The Modern Customer podcast, Christian Mitchell, EVP and Chief Digital and Information Officer at Northwestern Mutual, shares how the company is blending human touch with AI-driven insights to enhance client experiences—balancing more than 165 years of tradition with cutting-edge technology. Discover how leadership, a growth mindset, and continuous customer feedback are driving innovation while staying true to their mission of improving clients' financial security. Tune in now to learn more about the future of customer experience and innovation. 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.

This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management strategies to unlocking your team's potential. From mastering mindset to improving customer experience, Hugh shares actionable advice on leading with purpose and navigating the complexities of professional relationships. Don't miss this episode filled with powerful strategies for coaching your team to greatness. 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.

This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-school shopping trends. With over 15 years of experience in retail market research, Lupine also touches on the evolving roles of digital and in-store experiences, the importance of building trust, and the rising significance of loyalty programs. 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.

In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achieve lasting business success. Robert Irvine, a celebrity chef, entrepreneur, and author of the book 'Overcoming Impossible' shares insights on leadership and creating a customer-centric culture, stressing the importance of listening, empathetic leadership, and the significance of leaders being hands-on in their businesses. 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.

Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experiences. The episode also touches on the challenges of unifying multiple business lines within CVS Health, creating a customer-centric culture across a large workforce, and the future possibilities with AI in customer feedback.  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.

The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences. 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.

Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importance of communication. 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.

This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service. With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural shifts that create loyal customers and fuel business growth. Discover the strategies that have made Mastercard a global leader in customer satisfaction, and learn how to apply them to your organization.  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.

Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Teleperformance is implementing AI to enhance customer service, address change management challenges, and improve productivity. 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.

This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity.  Rossman shares insights from top leaders like Jeff Bezos and John Legere, emphasizing the importance of creating clarity, maintaining velocity, and taking big, transformational bets for business success. 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.