This week on The Modern Customer podcast, Valarie Vest, EVP and Chief Experience Officer at Cambridge Investment Research, shares a strategic view of the transformative power of AI and its profound impact on the CXO role.
As Cambridge's first CXO, Valarie highlights the crucial importance of a people-first approach amid rapid technological advancements. This episode delivers invaluable, practical strategy for leaders who are ready to navigate the complexities of AI while radically enhancing the customer experience.
👉 Learn how the CXO mandate is being redefined by AI strategy and people-first leadership. This is an episode you won't want to miss! Tune in now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
WM serves 20 million customers by executing a unified, purpose-driven strategy. But how does a company of this scale truly guarantee reliable service?
This week on The Modern Customer Podcast, Michael Watson, SVP and Chief Customer Officer at WM, explains this strategy. He details the company's unique operational model, which integrates sales, revenue, and customer experience functions under his leadership—a forward-thinking strategy that breaks down the departmental silos common in large enterprises.
This powerful alignment allows WM to drive profitable growth while relentlessly championing environmental and customer responsibility, offering a crucial lesson for listeners.
Learn how operational rigor and a People-First culture are the ultimate accelerators for profitable growth. Don't miss this one! Tune in now!
Visit WM's website to learn more: https://www.wm.com/
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
This week on The Modern Customer Podcast, I’m joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva.
We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including:
✅ Unifying every customer signal across surveys, support, and social channels into one connected system.
✅ Adding business context so insights are clear, relevant, and actionable.
✅ Turning insight into action through real-time alerts and AI-driven visibility.
It’s a look at how the next generation of customer intelligence is helping leaders make faster, smarter CX decisions.
👉 This episode is sponsored by Enterpret.
Visit https://www.enterpret.com to learn more!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
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.
🎧 Listen to the full conversation with Henrik on The Modern Customer Podcast—and explore these ideas further by picking up a copy of his book Me, My Customer, and AI.
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.
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
👉 Tune in to hear how Therabody turned customer insights into strategy—and the leadership lessons you can apply.
Learn more about Therabody: www.therabody.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, 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:
👉 Culture & accountability — 95% of employees have a CX KPI tied to their bonus
👉 Inclusive design & testing — accessibility features shaped with input from a school for the blind and ThinkPads tested through 20+ military-grade tests
👉 AI-powered personalization — GenAI accelerates content creation, localized AI safeguards privacy, and sellers are equipped with data for a 360° customer view
🎧 Discover how Lenovo makes CX measurable, accountable, and effortless—building trust and 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.
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.
👉 Get the full story on how AT&T puts customers at the center. 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.
Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and drive growth.
On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how companies are using voice AI to:
✅ Replace outdated IVR menus with human-like dialogue
✅ Protect revenue by ensuring no call is missed
✅ Turn conversations into proactive customer service and business growth
Carson knows the stakes. As RingCentral’s former CRO, he helped grow ARR from $1.4B to $2.4B and scaled its enterprise business from $5M to $500M. Now, he’s applying that same growth mindset to AI.
👉 Listen to the full episode and discover how companies are already turning calls into ROI with voice AI.
This episode of The Modern Customer Podcast is sponsored by RingCentral.
📌 Learn more about RingCentral's AI Receptionist → https://www.ringcentral.com/air?BMID=CMRCXINMBM2025
See how they’re doing it in these customer success stories → https://www.ringcentral.com/whyringcentral/casestudies.html?BMID=CMRCXINMBM2025
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
AI 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
🎧 Listen now to learn how leading enterprises deploy agentic AI at scale with confidence.
Learn more: https://cyara.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 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.
🎧 Tune in for an inspiring conversation on designing experiences your customers will value for years to come.
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.
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.
📌 Highlights from the episode:
A campaign powered by emotional insight—91% of parents use color to influence their child’s mood
Crayola’s award-winning Create and Play app and its role in personalization
How the brand connects across generations through in-store, digital, and experiential strategies
Why adult creativity and purpose-driven storytelling are key to the future of CX
🎧 Tune in to hear how Crayola transforms emotion into experience—and experience into loyalty.
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.
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.
🎧 Tune in now and share it with your team!
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 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:
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.
Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year.
So how does a company at that scale keep customer experience simple, human, and aligned?
I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their design-driven soul.
We talked about:
If you're rethinking how to scale CX with AI, data, and design in a high-growth business—this one’s for you.
🎧 Listen to the 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.
What happens to companies that still treat CX as a competitive edge instead of the core of their business?
Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service.
In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re headed and the five trends you need to act on now:
AI is changing the game, but not because it’s shiny and new. It’s solving real problems, accelerating decisions, and delivering better experiences across the board.
🎧 Listen now to get ahead of what’s 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.
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: 👉 www.replicant.com/showcase
Don't miss this insightful conversation! 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.
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
🎧 Tune in now and learn how a legacy brand stays future-focused.
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.
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
🎧 If you’re building CX in essential services, utilities, or complex industries, this episode is packed with insight and inspiration.
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.
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.
👉 Tune in now to hear how AI moves from pilot to impact.
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.