What happens when AI becomes part of everyone’s job, from the research lab to daily workflows?
In this episode of The Modern Customer Podcast, I speak with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together.
We explore:
✅ How AI accelerates mRNA drug development
✅ How it boosts workplace creativity and smarter decision-making
✅ How it empowers caregivers to act with confidence
✅ What leaders must do to guide responsible adoption at scale
Moderna’s approach shows what it really looks like to put AI into practice across science, the workplace, and human experience.
👉 Tune in now to hear how AI moves from pilot to impact.
This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free.
Visit www.scayle.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.
What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts?
At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human.
On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they’re building AI that scales globally and enhances every human interaction it touches.
🎧 Listen in for:
◦ Why AI needs guardrails, not guesswork
◦ The “smart intern” approach to responsible AI
◦ How Zendesk blends automation with emotional intelligence
This is how great service gets smarter, faster and more human. Don’t miss this short, smart conversation on AI that works.
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.
The future of healthcare isn’t just digital—it’s deeply human. And AI is helping make that possible.
This week on The Modern Customer Podcast, Heather Brace, Chief People Officer at Intermountain Health, shares how her team is transforming both patient and employee experience.
By combining the power of AI with real-time employee feedback, they’re building a more connected, responsive, and human-centered healthcare system.
In this conversation, Heather shares:
✔️ How AI is helping doctors stay present and build trust with patients
✔️ Why transparent feedback is reshaping leadership culture
✔️ What it takes to create an experience-first organization at scale
This episode is packed with insight for leaders who believe technology should enhance empathy, not replace it.
🎧 Tune in to learn how feedback and AI are reshaping healthcare from the inside out.
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.
Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem.
According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions.
That’s where most GenAI tools fall short—and where agentic AI steps in.
On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX.
We cover:
✅ Why most chatbots can't handle the majority of real-world support needs
✅ What agentic AI is—and why it's reshaping customer experience
✅ How to personalize at scale without compromising trust
✅ What proactive AI looks like—and why it's the next evolution
If you're serious about using AI to drive real CX results, this episode is packed with insight you can’t afford to miss.
🎧 Ready to rethink your AI strategy? 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.
The missing piece in AI-powered CX? Creative thinking.
This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas.
We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation.
Inside the episode:
✔️ RAG: The new standard for self-service
✔️ Agent co-pilots that reduce training time
✔️ Smarter automation that actually delivers
🎧 Listen now and let me know how you’re combining creativity with AI in your own 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.
According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value.
On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation.
Key insights from the report:
77% of executives say CX is a top strategic priority
72% believe AI will fundamentally reshape CX within three years
Yet only 12% have a coordinated AI strategy
Only 15% of executives feel ready to lead AI transformation in their industry
This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale.
Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/
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 the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets.
The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include:
✅ The shift from interactions to real resolution
✅ Agentic AI that acts, adapts, and anticipates
✅ A business model that only wins if customers do
✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch
If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what’s possible.
🎧 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.
This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting.
We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers forward with confidence.
If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away.
Listen now—and discover how to turn hesitation into momentum.
This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free.
Visit www.scayle.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.
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.
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.
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.
The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay.
In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care.
Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy.
Whether it’s building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away.
Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success.
Key Highlights for Easy Listening:
05:31 The Power of Emotional Intelligence in Building Hospitality Teams
07:53 Understanding Emotional Connections: Love Languages in Guest Experiences
12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests
15:07 Service Recovery: Addressing Bad Reviews with Transparency
18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality
21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences
Learn more about Bashar Wali and his work at hotelier.life.
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, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business.
With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on mindset shifts, the often-overlooked power of small details, and actionable strategies for entering 2025 with clarity, purpose, and momentum.
If you're ready to turn uncertainty into your greatest advantage and step confidently into the new year, this episode is packed with insights you won’t want to miss!
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.
This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers.
Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions.
If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen!
Key Highlights for Easy Listening:
04:47 Why Unified Communication Is Critical to Simplify Customer Interactions
08:41 How to Bridge the Gap in Customer Service Using Better Tools
12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers
18:46 The Intersection of AI Implementation and Change Management
21:35 The Future of Contact Centers and the Transformative Role of Conversational AI
This episode of The Modern Customer Podcast is sponsored by GoTo.
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.
Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful.
Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung’s approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers.
Tune in to discover why customer experience is part of Samsung’s DNA and how their approach creates loyalty for life.
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.
This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it.
Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience.
Don’t miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. 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.