The Hershey Company is transforming faster than ever—proving how CX and AI can modernize a 130-year-old brand at scale.
This week on The Modern Customer Podcast, Tiffany Menyhart — Chief Customer Officer at The Hershey Company — shares how her team is reshaping customer experience across physical retail, e-commerce, and the rapidly expanding on-demand ecosystem.
Hershey’s results speak for themselves:
▪️ On-demand sales up 30%+ this year (and 60% growth over recent years)
▪️ 40%+ seasonal lifts with retail partners through strategic digital optimization
If you’re leading CX, digital, retail, or innovation strategy, this episode is a must-listen.
🎧 Listen to the full conversation and subscribe for more insights on AI, and the future of customer experience.
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 reshaping how companies build and scale customer relationships. In this episode of The Modern Customer podcast, learn how to use AI to strengthen customer trust, speed up execution, and prepare for voice-driven and multimodal CX. Nicholas Thorne, co-author of Me, My Customer, and AI, breaks down practical strategies for modern leaders. Nicholas is also the co-founder of Audos, and a partner at prehype, known for helping entrepreneurs build and scale new ventures.
What you’ll learn:
• How to prioritize the customer segment that drives your next stage of growth
• How AI can safeguard executive focus and free you to engage directly with customers
• How to turn trust and responsiveness into long-term strategic advantage
• Why voice and multimodal CX are accelerating faster than expected — and how to prepare
Tune in to explore how AI can accelerate growth while deepening 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, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, shares the strategy that transformed their organization.
The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO role is responsible for making sure the brand's promises match the actual customer experience, driving maximum ROI.
The Results:
✅ $120 Million in annual revenue
✅ 93% industry-leading customer retention rate
Learn how they achieved this with the "Insights to Action" model, eliminating silos and leveraging AI to simplify complex healthcare needs. Listen to the full 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.
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.