Podcast
The Modern Customer Podcast
Hosted by Blake Morgan · EN
Go behind the scenes with customer experience speaker, and founder of CXO House Blake Morgan to explore the secrets of the world's most customer-centric companies.
Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that how we make people feel — in business and in life — matters. Her weekly show explores how businesses can make customers' lives easier and better, featuring experts who provide simple, tangible advice you can immediately apply in your own organization.
Today's customers have the luxury of choice. The answer is simple: choose customer experience, and customers will choose you. Learn how to put a stake in the ground for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
11episodes
Episodes
Newest firstAll episodes
AI Digital Workers Are Getting Job Descriptions
5d ago00:04:49Tap to summarizeThis 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
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How Salesforce Is Bringing AI Agents Into Marketing
2w ago00:13:17Tap to summarizeThis 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
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Airline Customer Satisfaction Improving, ACSI Data Show
4w ago00:22:09Tap to summarizeAirline 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
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Future-Proof: Transform Your Business with AI or Get Left Behind
May 2600:25:08Tap to summarizeCompanies 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
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Experience Is Everything: The CX Strategy Gap Behind AI Adoption
May 1900:30:25Tap to summarizeMany 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
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American Express on AI-Powered Personalization at Scale
May 1200:23:06Tap to summarizeAmerican 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
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Build a Brand Like Trader Joe's: Why Human Interaction Still Drives Customer Loyalty
May 500:20:23Tap to summarizeRetail 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
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United Airlines' Chief Customer Officer on Scaling CX Through Operations
Apr 2800:28:15Tap to summarizeIn 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. 🔗 Learn more: 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
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CVS Health on Where AI Is Delivering Value in Healthcare
Apr 2100:21:06Tap to summarizeAt 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
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What Makes AI Customer Support Work at Scale
Apr 1400:24:17Tap to summarizeAI 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
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