This week on The Modern Customer Podcast, I’m joined by Sheila Morin, CMO of Coveo, whose career spans L’Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty.
We explore how Coveo helps leading brands like United Airlines, SAP, and Xero thrive with AI, the latest trends in generative AI, and what CX leaders need to know before implementing AI. AI has the power to transform customer experience—but only if it’s built on trusted data and delivers real results. Sheila shares insights on how top companies make AI work, the biggest misconceptions about AI adoption, and why businesses must act now.
Tune in to discover how AI is reshaping CX and what it takes to create personalized, frictionless interactions at scale.
Thanks to Coveo for sponsoring this episode!
05:25 | Clarifying AI’s Value: How Coveo Drives Relevance at Scale
08:34 | How Coveo’s GenAI Supports Industry Leaders Like United Airlines
17:54 | Businesses Want AI That Delivers Real Results
20:58 | How CX Leaders Can Make AI Work
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale.
With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer service.
The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience.
Listen now for insights on building a scalable, customer-centric culture through smart operations and innovation.
📌 2:27 | Customer-Centric Culture at T-Mobile
📌 5:28 | Operations as a CX Advantage
📌 7:02 | Customer-Centric vs. Business Impact
📌 9:08 | The Ultimate Problem-Solving Question
📌 16:45 | Using AI to Enhance Human-Centered Customer Support
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, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture.
With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees.
The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart.
🎧 Tune in now to discover how small, consistent changes can drive big improvements in customer experience!
📍 Learn more about Jeff Toister’s 5-5-5 approach at https://www.toistersolutions.com/blog/5-5-5-approach
01:13 – The Impact of One Customer Interaction
05:37 – Using Data to Enhance Training and Efficiency
06:50 – Why Clarity is the Foundation of Great Service
11:56 – The 5-5-5 Training Method: Small Steps, Big Impact
17:01 – How Small Adjustments Can Reduce Escalations by 50%
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.
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, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share how she’s helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build customer-centric cultures and deliver exceptional experiences at scale.
Megan dives into the foundational role of trust in customer experience—and why it’s essential for building lasting relationships. She shares actionable strategies for simplifying complexity, breaking down silos, and fostering trust across organizations.
Megan also explains how companies can tackle the operational challenges that come with growth and align their teams to better meet customer needs.
From measuring trust through transparency and reliability to creating a culture that prioritizes connection, this conversation is packed with practical insights.
🎧 Tune in now to learn how to make trust the cornerstone of your customer experience strategy—and empower your teams to deliver it!
02:41 Customer Experience vs. Customer Trust
04:48 The Limits of Empathy
08:12 Consistently Good, Strategically Amazing
11:43 Creating a Customer-Centric Culture
14:57 What Companies Fear About Customer Feedback
17:57 Why Trust Drives Growth
19:51 Measuring 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.
This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results.
From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest.
Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress.
🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business!
This episode of The Modern Customer Podcast is sponsored by Replicant.
00:00 Introduction and Background
03:57 AI's Impact on Contact Centers
07:27 From Script to Spirit
09:36 A Strategic Approach to AI Adoption
11:57 Next-Gen QA with Conversation Intelligence
17:36 The Future Contact Center Workforce
25:24 Rapid Fire Questions with Gadi Shamia
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, Josh Linkner—globally recognized innovation expert, bestselling author, tech entrepreneur, and professional jazz guitarist—shares his insights on how leaders can unlock creativity, overcome fear-driven barriers, and build a culture where bold ideas thrive.
From embracing AI as a co-pilot to applying frameworks like the 'To-Test List' and 'Judo Flip,' Josh shares actionable strategies for tackling challenges with creativity and adaptability. Whether leading teams or enhancing customer interactions, this conversation delivers practical insights to spark bold innovation.
🎧 Tune in now to start 2025 with a mindset of bold innovation and fearless creativity!
👉 Visit https://joshlinkner.com/ to learn more about Josh Linkner and his work.
Key Highlights for Easy Listening:
01:57 Balancing Automation with Human Compassion in Customer Service
03:28 Turning Challenges into Opportunities with Creative Problem-Solving
05:28 Using the 'To-Test List' and 'Judo Flip' to Drive Creative Problem-Solving
08:52 Driving Innovation Through Small, Manageable Steps
09:55 The Power of Empathy, Artistry, and Emotional Intelligence
11:25 Create Memorable, Human-Centered Customer Interactions
14:59 Cultivating a Creative Mindset for Problem-Solving
17:25 How Leaders Can Build a Culture of Safety, Creativity, and Bold Innovation
22:29 Rapid Fire Questions with Josh Linkner
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.