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.
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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.