Podcast appearances and mentions of Blake Morgan

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.

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.

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.

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.

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.

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:

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.

    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 interview is disseminated on behalf of Western Star Resources Inc. With tungsten at the center of its U.S. strategy, Western Star Resources Inc. (CSE: WSR | OTCQB: WSRIF | FSE: 4K2) is aligning its North American assets for the critical minerals race. CEO Blake Morgan shares why the company is advancing the past-producing Rowland Tungsten Property in Nevada, gives insights into the strong surface mineralization at the Western Star Project in B.C., and maps out the company's catalysts driving long-term value.Learn more: https://www.westernstarresources.com/Watch the full YouTube interview here: https://youtu.be/8gHCIMiafz0And follow us to stay updated: https://www.youtube.com/GlobalOneMedia 

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.

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.

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.

Bob Cordran is partner at the law firm Blake Morgan and member of the Employment Lawyers Association, which promotes best practice of employment law. In this podcast we'll explore some of the general principles in the government's Employments Right Act Hosted by Austin Williams www.futurecities.org.uk

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 

In this episode, Blake Morgan shares his experiences at Comics Pro, including behind-the-scenes insights, industry trends, and the evolving landscape of comics marketing and storytelling. Discover how industry insiders navigate conventions, exclusive releases, and the future of manga and independent comics. Blake Morgan shares insights on the future of comics, animation, and industry trends, emphasizing community, diversification, and new media opportunities.Blake Morgan's Social Media:  BlueSky - @BlakesBuzz.bsky.social & Instagram/Threads - @BlakesBuzzhttps://comicsthemagazine.com/https://pranadm.com/Get your Fortress Comics merchandise with the link belowhttps://www.teepublic.com/user/fortress-comicsFortressofComicNews.comhttps://chriscomicscorner.substack.com/YouTube.com/FortressComicsFind Chris: https://linktr.ee/tacticalsquirrelmediaMike twitter @fortressrickerMike's Comic Bone Graft: https://globalcomix.com/c/bentbox-shorts/chapters/en/4/1Patreon.com/FortressComicshttps://www.tiktok.com/@chriscomicscornerThanks for Listening!#marvel #marvelcomics #mcu #dccomics #comicbooks #comicnews #podcast #indiecomics #batman

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.

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.

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. 

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?

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.

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. 

New year, same us, full hearts, can't lose ⭐ Christen and Tobin are BACK and ready for a new year of TRS shenanigans, starting off strong with Caroline Hendershot and Blake Morgan, the hosts of Well Played. They talk about their shared experiences working in the sports media landscape as women, especially within men's sports. Speaking of which, Caroline and Blake attempt to explain to Christen why American football could be interesting (sometimes….). And finally, our favorite ditty, Community Roasts. Stay spicy Reimaginers! New episodes every week. Watch the video version of the show on YouTube. Sign up for our newsletter, The RE—SET:  https://re-website.com/pages/newsletter Follow RE: https://www.instagram.com/re__inc/ https://www.tiktok.com/@re__inc https://twitter.com/re__inc https://www.threads.net/@re__inc   Follow Tobin: https://www.instagram.com/tobinheath https://twitter.com/TobinHeath   Follow Christen: https://www.instagram.com/christenpress https://twitter.com/ChristenPress To learn more about listener data and our privacy practices visit: https://www.audacyinc.com/privacy-policy Learn more about your ad choices. Visit https://podcastchoices.com/adchoices

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.

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: Anchoring CX in relationships, not transactions Balancing digital convenience with trust-based experiences Turning customer signals into enterprise priorities Using analytics and AI to inform decisions without replacing leadership

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.

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.

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.

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.

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. 

Musician and label owner, Blake Morgan, discusses the Music Business and the importance of "Reputation over Fame." Ever wondered how musicians really make money? It's a tough journey filled with losses and small wins, but it's all about persistence! In this episode, Blake Morgan shares that every small gamble counts, and eventually, one big win can turn it all around.: "The people who are "for real" have no choice." https://youtu.be/j8vf5dI-cbE Transcript Frazer Rice (00:01.135)Welcome aboard, Blake. Blake Morgan (00:02.946)Good to be here. Frazer Rice (00:04.111)Well, it's really nice for you to be here. You were nice enough to invite me to your show, your residency downtown. And I was glad to reconnect and remind myself how talented A, that you are and B, that musicians are. And it got me thinking about business and how musicians and the world of music works these days. So it's a treat to have you on there. Blake Morgan (00:27.714)Thanks so much. I'm glad you could make it to the show and it's great to talk to you again. Frazer Rice (00:32.155)So let's start at the beginning. So if you're a musician, you've been bitten by the bug, you're talented, and you get that wonderful curse, what are the ways that musicians really make money and support themselves? I imagine it goes from a spectrum of busking and performing and having your guitar case open and taking… donations from there on up to the professional musician and then to the actual creator of the music itself. How do you think about that? Blake Morgan (01:01.858)Right. So, you know, I think I'm thinking about your audience and finance people and business people, you know, right off the bat, of course, for starters, the marriage between commerce and art has always been, shall we say, an interesting one, or it's been it's been a conflicted one. And it's mostly been conflicted for the artists. But the reality is, you know, I think Frazer Rice (01:22.747)Sure. Blake Morgan (01:32.897)in a lot of ways and I do have something of an eagle eye view because I'm an artist, I'm a songwriter, I'm a record producer and I'm a record label owner. And so whether you've had a career and are having one like I am or like the person that you're imagining who's just getting, who's just starting out, I think your experience basically it's very similar to quantitative finance. in that you're acquiring a lot of small bets that rarely pay off, but when one does, they make up for all the other losses. And every part of being a musician is very much that experience. So when you're first starting out, whatever that means, if you're making, if you're building tracks on your laptop, if you're, you know, I think the days of busking on the street are, probably behind us because I don't see it very much, honestly, in New York. And we can talk about why we don't see it very much later. But the reality is however you're getting into it, you're immediately in a position where you know you're going to be taking a loss. And what you're hoping is that there will be a payoff at some point so great that it will pay for all or most or some of your losses that you've Frazer Rice (02:30.203)Right. Blake Morgan (02:58.414)crude. And the truth is that really never ends. And I think that that really also kind of never ends if you're a superstar. That's really that's that's that's the gig. I don't see I don't see billionaire investors usually sort of hang up their investment coat jacket. I don't know what it is, but I don't see them hang up their cape and say, I'm out. You know, they're still trying to somehow leverage what they have into something else. Frazer Rice (03:20.279)Bye. Blake Morgan (03:27.822)And so that's the financial part of it, which is that, you know, I think especially now, if you were talking about the beautiful curse, like I think especially now there is this feeling in music that musicians make music, you know, for fun. And I've never,

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.

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. 

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher, saw a massive growth opportunity. This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Group to transform Zurich Insurance. Her strategy, "Beyond Protection," is converting the global insurer into a proactive, human-centric partner. Learn how Conny gained C-suite alignment by proving leaders must "speak finance," linking CX outcomes directly to measurable KPIs on the balance sheet. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, Scott Marshall, Chief Customer Officer at Prologis, shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls and a roof") to build a strategic partnership with the global supply chain. Episode Highlights: ▶️ The CX Transformation: The strategic shift from property maintenance to the "REX Manager" (real estate CX) role, prioritizing customer success and service recovery. ▶️ The 80% Rule: Scott's leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives. ▶️ Future-Proofing with AI: Using machine learning to predict customer sentiment and plan for 2027 and beyond. ▶️ Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness. Learn how to integrate CX, AI, and strategic operations into a single engine for scalable growth. Tune in now!  Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don't do well, so people can focus on what they do best—building authentic customer relationships. This week on The Modern Customer Podcast, Henrik Werdelin, founder of BARK, Prehype, Audos, and co-author of Me, My Customer, and AI, shares how everyday AI can transform CX. Highlights from the podcast: ➡️ AI Beyond Efficiency — Instead of just automating tasks, AI expands human capability and frees teams to focus on authentic customer connections. ➡️ Listening at Scale — AI makes it possible to instantly analyze thousands of customer comments, delivering insights that go far deeper than NPS scores. ➡️ Strengthening Relationship Capital — With AI, brands can build customer loyalty through three layers: depth (feeling seen), density (community), and durability (long-term trust). ➡️ Empowering Everyday Entrepreneurs — AI lowers barriers to entry, enabling more people to create businesses that solve real customer problems and build lasting relationships.

Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can take from it.  Key takeaways from the episode:  ✅ Emotional connection turns purchases into loyalty.  ✅ Flow Leadership aligns People, Purpose, and Performance to fuel growth.  ✅ Consistency across customer touchpoints builds trust. Tune in and discover how emotional connection can be your strongest business strategy. Get a copy of Gaelle's new book Flow Leadership, which introduces a framework built on People, Purpose, and Performance.   Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.   

This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting from product-first to customer-first, Therabody expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that grow with each customer. Highlights from our conversation:  ✔️ Leveraging customer feedback to guide Therabody's rebrand and audience-first strategy  ✔️ Applying AI to deliver personalized wellness experiences at scale  ✔️ Designing products and experiences around customer needs  ✔️ Building cultural relevance through talent partnerships that strengthen brand connection

This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer trust. Rather than choosing between technology and humanity, Aflac integrates both—using automation for efficiency and empathy to deepen trust, directly linking CX to growth. 3 Key Takeaways on CX from Aflac Empathy at scale: A dedicated support line for first-time cancer diagnoses ensures compassionate guidance during the toughest calls. AI with guardrails: Automation speeds routine claims, while humans handle complex or denial cases to protect trust. CX as ROI: Simpler processes drive acquisition, while empathy and trust strengthen persistency and long-term value. Tune in to the full episode to hear how Keith Farley makes customer experience a measurable growth strategy at Aflac. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.   

This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo, a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of “Smarter Technology for All,” the company combines culture, design, and technology to turn experience into growth. Here's how Total Experience shows up at Lenovo:

AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus. On this week's Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T's first Chief Customer Officer, launching its customer-centric transformation, and she's been a champion for the customer voice ever since. Here's how AT&T is putting the customer at the center at massive scale: ✅ Personalization at scale — AT&T drills down from markets to households so every customer feels seen and heard. ✅ AI in action — improving customer satisfaction, first-call resolution, and containment, while virtual experts begin to support retail. ✅ Omnichannel without friction — creating a single view of the customer across digital, app, retail, and call centers. ✅ Trust as the foundation — with The AT&T Guarantee, the first in the industry to cover both fiber and wireless. Her perspective is clear: great customer experience doesn't cost more—it costs less.

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara's AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer. We cover: ✅ How to scale AI without sacrificing trust ✅ Building guardrails for compliance and transparency from day one ✅ Preventing silent failures that cost millions

This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that increase response rates by 10% and deliver twice the depth of insight, and why building trust is the foundation for lasting adoption of new technology.

What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it's a creative ecosystem built on emotional insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola's Chief Marketing Officer, shares how her team designs meaningful experiences across every touchpoint.

Verizon's customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I'm joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he's leading Project 624, the company's largest customer experience transformation yet. In this episode, we cover: ✔️ Why Verizon focused AI on employee pain points first ✔️ How they analyzed the root causes of churn and sales drop-off ✔️ The strategy behind opening 400+ new retail stores ✔️ Why they created a Customer Champion team to resolve long-tail service issues ✔️ How data, EX, and AI fuel continuous CX transformation This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale. Brian's approach is smart, grounded, and refreshingly tactical.

How do you modernize customer experience in a legacy industry without losing the trust it was built on? That's the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day. In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It's about protecting relationships and earning loyalty at every step. Inside the episode: Why UBS expanded into credit cards and mortgages How journey mapping helps fix what matters most What it takes to lead CX across legacy systems and siloed teams Why modern CX leaders must be relentless operators—not just visionaries This is a must-listen for CX leaders navigating complexity, scale, and rising expectations. Listen now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.