87% of customers engage more with personalized emails—yet too much personalization can feel intrusive.
This week on The Modern Customer Podcast, Malinda Sandman, Senior Director of Global Acquisition and Partner Marketing at Intuit Mailchimp, shares how brands can use AI responsibly to build trust, increase engagement, and drive results.
📢 Key takeaways from the episode:
🔹 07:44 | How to personalize marketing without losing customer trust
🔹 11:15 | The power of AI-driven segmentation and predictive insights
🔹 14:51 | Why first-party data is the key to long-term marketing success
🎧 Don’t miss this conversation—tune in now to learn how AI can make or break your marketing strategy.
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 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.