This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City.

We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers.

If you lead CX, EX, or digital transformation, this episode is packed with insights you can use.

🎧 Don’t miss this powerful conversation with one of the world’s most influential HR leaders.

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 is no longer a future concept—it’s here, transforming how businesses operate and how customers engage.

In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it.

Zack shares his insights on how AI is shifting CX from reactive problem-solving to seamless, proactive engagement. He explains why many businesses still treat CX as a cost center and how AI-driven automation will eliminate inefficiencies, personalize interactions, and unlock new opportunities for innovation.

The AI revolution is here—businesses that adapt will lead, and those that hesitate will fall behind.

Listen now to learn how AI is transforming CX and what you need to do 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. 

In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact areas, optimizing processes, and leveraging AI to enhance—not replace—human roles.

Under his leadership at OTC:

👉 Revenue grew by 43%

👉 Earnings increased over 80%

🎧 Listen now to hear Bill’s insights on scaling efficiently, prioritizing impact, and leveraging AI for smarter growth.

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. 

Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes.

This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact.

The results speak for themselves:

✅ 90% fewer searches per session—faster resolutions with less effort.
✅ 30% drop in case submissions—reducing strain on support teams.
✅ 9% year-over-year decrease in case volumes—proving AI’s role in driving efficiency.

Michelle breaks down how SAP Concur balances automation with human connection, ensuring AI enhances, rather than replaces, the customer experience.

If you want to see how AI can drive real results in CX, this episode is packed with insights 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.