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.