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Published by Blake Morgan
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.
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AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents. This week on The Modern Customer Podcast, Seth Johnson, Chief Technology Officer at Cyara , shares what companies need to validate before scaling customer-facing AI. 🎧 Listen to the full episode to learn how end-to-end testing strengthens AI readiness and helps companies scale with confidence. This episode is sponsored by Cyara . Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, Jessica Austin Barker , Chief Digital Officer and Client Experience Officer at TIAA, joins Blake Morgan to explore how AI could help people receive guidance that reflects their individual goals, circumstances, and changing paths to retirement. Jessica shares why personalization remains only half solved, how AI could reduce the effort required to explore financial scenarios, and what an AI companion could offer across a customer relationship that spans decades. Listen to learn how AI could make retirement planning more personal, accessible, and easier to understand. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio , VP of Amazon Connect Customer, makes on this week's episode of The Modern Customer Podcast . His point: if your AI strategy is built around deflection, you're not saving money—you're handing customers straight to your competitors. We also dig into how deterministic and agentic AI work together, and why AI should make people's jobs better, not just shorter conversations. This episode is sponsored by Amazon Web Services. Click the link to learn more: https://fandf.co/4fu6tAd #sponsored #AWS #AmazonConnect #amazonconnectcustomer #CCWVegas Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental question: What creates value when AI can do more of the work? That's one of the biggest ideas from my latest conversation with Sharon Gai, former Alibaba executive and author of How to Do More With Less . This week on The Modern Customer Podcast , Sharon explains why the companies that succeed with AI won't simply adopt better technology—they'll rethink how work gets done by focusing on people, processes, and the work only humans can do. If you're leading customer experience, digital transformation, or AI initiatives, I think you'll find this conversation both practical and thought-provoking. Listen to the full episode now! Get a copy of Sharon Gai's new book, How to Do More With Less: Future-Proofing Yourself in an AI-Driven Economy , for practical strategies on leading through AI-driven change. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and bigger budgets? According to entrepreneur, author, and Harvard Fellow Rob Snyder, the answer isn't a better product. It's customer demand. In this episode of The Modern Customer Podcast, Blake Morgan sits down with Rob to discuss the ideas behind his new book, The Power of Pull, and why understanding what customers are trying to accomplish is the foundation of business growth. Rob shares the lessons that led him to develop the PULL Framework, a practical approach to identifying when customers are ready to buy and building products that solve problems customers can't solve with their existing options. 📘 Rob Snyder's new book, The Power of Pull, launches July 7. Pre-order your copy today: robsnyder.org/book Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
This episode is sponsored by Salesforce . One of the most interesting conversations I had at Salesforce Connections was about digital workers. This week on The Modern Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital workers—with defined roles, KPIs, managers, and accountability to drive meaningful business outcomes. We explore agent-to-agent orchestration, where leaders should start with AI, the importance of trust and governance, and how Salesforce provides the foundation for secure and scalable AI adoption. If digital workers are becoming part of the workforce, organizations will need new ways to manage, measure, and support them. 🎧 Listen to the full episode. #SalesforcePartner #Salesforce #DigitalWorkers #AI #AgenticAI #FutureOfWork #Leadership Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
This video is sponsored by Salesforce. This week on The Modern Customer Podcast: Amber Armstrong, CMO of Agentforce Applications at Salesforce, joins me for a conversation recorded live at Salesforce Connections. Everyone is talking about AI agents. But according to Amber, the biggest question customers are asking is surprisingly simple: "Where do I start?" We discuss what's separating companies seeing real results from those still stuck in experimentation, why data readiness matters more than most people realize, and how AI agents are helping marketers engage customers, generate pipeline, and focus more on strategic work. As Amber explains, the future isn't about replacing marketers. It's about giving them the tools to do more of what humans do best. #SalesforcePartner Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Airline customer satisfaction increased 3% year over year. That's one of the strongest gains across the travel sector, according to new research from the American Customer Satisfaction Index (ACSI). This week on The Modern Customer Podcast , Forrest Morgeson, Director of Research Emeritus at ACSI, shares what's driving those gains and how airlines are improving across multiple customer touchpoints—from mobile apps and reservations to in-flight internet and access to information throughout the travel journey. 🎧 Listen to the conversation and explore the latest ACSI Travel Study . Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology. This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of Future-Proof: Transform Your Business with AI or Get Left Behind , shares practical ways companies can use AI to accelerate innovation, improve customer experience, and prepare for the future of work. We also discuss why successful AI adoption depends as much on leadership, employee buy-in, and culture as it does on the technology itself. 🎧 Catch the full episode and check out Michael's book, Future-Proof: Transform Your Business with AI or Get Left Behind. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference. This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything , and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience. Drawing from her book Experience Is Everything , she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes. 🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service. This week on The Modern Customer Podcast, Anthony Devane , EVP and Head of Global Support Enablement and Control, Global Servicing at American Express , shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations. A thoughtful conversation on how leading brands are using AI to reduce friction, strengthen customer relationships, and scale premium service across global operations. 🎧 Listen to the full episode! Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform. At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store interaction and human connection. This week on The Modern Customer Podcast, Mark Gardiner, author of Build a Brand Like Trader Joe's, shares insights from his experience working inside the company and what it reveals about delivering customer experience through people. 🎧 Watch the full episode to see where human interaction still creates value and how it can drive customer loyalty. Grab a copy of Mark Gardiner's book, Build a Brand Like Trader Joe's Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience—shares how the company scales CX through operations. At United, CX isn't a layer on top of the business—it's built into how the system runs. From putting the customer at the center of operational metrics to continuously eliminating friction across the journey, decisions are made with customer impact in mind. David shares how United: 👉 Measures performance through a customer lens—not just efficiency 👉 Uses tools like Agent on Demand to scale support during disruptions 👉 Enables real-time access to options and information 👉 Leverages AI and digital tools to improve speed, clarity, and responsiveness 👉 Delivers more personalized experiences through connectivity and data But even with all the technology, one thing remains constant: 👉 It's the people—how they respond and deliver in the moment—that define the experience. If you're leading CX, operations, or digital transformation, this episode breaks down what it actually takes to deliver consistent, high-quality experiences at scale. 🔗 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
At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics. In this episode of The Modern Customer Podcast , Josh Weiner, Senior Vice President of Consumer Engagement & Analytics at CVS Health, breaks down what it actually takes to make AI work in healthcare. From predicting customer intent in the contact center to enabling more personalized and connected care, this conversation explores how AI is being applied in real-world environments. The key takeaway: AI creates value when it's applied across the full customer journey—not just as a point solution. Listen to the full episode to learn how leading organizations are using AI, data, and analytics to improve customer experience in healthcare. Connect with Josh Weiner: LinkedIn: https://www.linkedin.com/in/joshweiner2/ Learn more about CVS Health: https://www.cvshealth.com Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place. Most companies underestimate what it actually takes to make that work. In this episode, Nalin Gupta , Founder & CEO, Cignara breaks down why AI in customer support isn't plug-and-play—and what's required to make it accurate and reliable at scale. We get into the foundation behind it: how organizations structure data, define workflows, and use continuous feedback to improve performance over time. If you're thinking about AI in customer support, this is a more grounded look at what actually works in enterprise environments. 🎧 Listen to the full episode now! Learn more about Cignara at https://cignara.com/ Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Customer Podcast, Dean Kontul , EVP and CIO of Intelligent Automation, Contact Center, and Investment Operations at KeyBank , shares how one of the largest U.S. financial services companies is applying AI to improve customer experience. At KeyBank, AI sits alongside a strong focus on service culture, shaping how customer experience is delivered. The approach starts with integration—bringing together data, product, technology, and operations so customer behavior, product decisions, and service delivery can inform one another. 🎧 Watch the full episode to learn how AI can be applied as an enabler—not just a tool—and what it takes to translate it into real operational impact. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Customer experience is shifting from memorable interactions to driving customer outcomes. That's the shift behind the Transformation Economy, and it's changing how companies create value for customers. This week on The Modern Customer Podcast, Joseph Pine , co-author of The Experience Economy and author of the new book The Transformation Economy, explores the next evolution of customer value—from experiences to transformation. 🎧 Listen to the full episode to explore the shift from experiences to outcomes. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
At Vanguard , every investment is centered on client needs—but delivering that consistently at scale takes more than intent. In this week's episode of The Modern Customer Podcast , Matt Brancato shares how alignment across teams, disciplined listening, and AI-supported frontline decisions come together to create a more unified client experience. Trust isn't built through strategy—it's built through consistent execution. If you're working to deliver customer experience at scale while maintaining trust, this one is worth your time. 🎧 Listen to the full episode and follow The Modern Customer Podcast for more CX insights. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
At Bimbo Bakeries USA , customer experience comes down to one goal: making products available where and when shoppers want them. That means keeping shelves stocked across thousands of stores—every day. This week on The Modern Customer, Jeffrey Hendrix , Chief Customer Officer at Bimbo Bakeries USA , shares how the company uses its 12,000 delivery routes to keep products available at scale. Instead of relying solely on warehouses, Bimbo delivers directly to stores—restocking shelves, managing inventory, and responding to demand in real time. That's how they maintain availability across their retail network. 🎧 Tune in to the full conversation. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top. But that model is starting to change. In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad One key idea: when AI agents and human agents share the same context, customers no longer have to repeat their problem multiple times they're transferred. The conversation explores: Why contact centers have remained fragmented How AI and human agents can work together What shared customer context means for CX leaders This episode is sponsored by Salesforce . Learn more about Agentforce Contact Center . Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
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