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The Modern Customer Podcast

Blake Morgan

Go behind the scenes with customer experience speaker, and founder of CXO House Blake Morgan to explore the secrets of the world's most customer-centric companies.

Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that how we make people feel — in business and in life — matters. Her weekly show explores how businesses can make customers' lives easier and better, featuring experts who provide simple, tangible advice you can immediately apply in your own organization.

Today's customers have the luxury of choice. The answer is simple: choose customer experience, and customers will choose you. Learn how to put a stake in the ground for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.

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Yesterday · 39 min
Must Love Dogs: The Coolest CX Case Study You Haven't Heard Yet
Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast. This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations. We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs' activity at daycare. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
September 29 · 20 min
How AI Connects Customer Feedback to Business Metrics
Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require action. In this episode of The Modern Customer Podcast, Blake Morgan speaks with Skai Kang, Vice President of Customer Success at unitQ, about how AI can unify customer feedback and connect it to the metrics leaders track. Customer feedback creates business value when teams can see it, understand it, and act on it. This episode is sponsored by unitQ. Learn more at unitq.com. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
September 22 · 21 min
Why Volkswagen Combined Marketing and CX to Grow Its Brand
At Volkswagen, existing owners can become "walking advocates" for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway. That's where bringing marketing and CX together gets interesting. The customer insights you use to improve the experience can also help shape how you position and grow the brand. This week on The Modern Customer, Rachael Zaluzec, SVP of Customer Experience & Brand Marketing at Volkswagen of America, talks about customer insights, brand growth, AI, and the role dealerships play in the experience. Listen to the full episode to learn why Volkswagen brought marketing and CX together, and what other brands can learn from its approach. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
September 15 · 32 min
How Canva Connects AI Innovation to Customer Success
Canva has seen approximately 40 billion instances of AI usage across its platform. But adding more AI doesn't automatically create a better customer experience. Customers still need to be able to find, understand, and use it. This week on The Modern Customer Podcast, I spoke with Rob Giglio, Chief Customer Officer at Canva, about why user interface innovation must keep pace with AI innovation. Canva measures customer success through monthly active use. When customers get value from the platform, they create more, publish more, and invite others to collaborate. That is an important reminder for every company investing in AI: new capabilities only matter when customers can use them successfully. Tune in to hear how Canva connects AI innovation, ease of use, and customer adoption. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
September 8 · 25 min
How AI Speeds Up Support and Guides Service Teams
When you're handling 120,000 support tickets a year, including requests from truck drivers who need help after hours, AI can fill an important gap. This week on The Modern Customer Podcast, sponsored by Botpress, Andrew Dell, Support Operations Architect at Super Dispatch, shared how the auto transport platform is using Botpress AI agents to extend customer support beyond regular business hours. Tune in to hear how Super Dispatch is putting AI-powered support into practice and to learn more about building AI agents with Botpress. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
September 1 · 28 min
American Airlines Is Using AI Across the Customer Journey
From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work together to make travel easier. As a Fortune 100 company serving more than 220 million passengers a year, American operates customer experience at an enormous scale. Hear how the airline connects digital and human touchpoints and works to create what Heather calls "a calm and easy, seamless experience." Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale—and where Heather sees opportunities to improve the customer journey. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
August 25 · 27 min
New York Life Is Turning Customer Feedback Into a Decision Engine
For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action. On the latest episode of The Modern Customer Podcast, Regina Warga, VP of Experience and Digital Marketing at New York Life, explains how her team uses AI to turn customer insights into action without losing the human voice behind the data. She also shares how New York Life cuts through the constant AI noise, balances synthetic and human research, and plans to bring customers, advisors, researchers, and decision-makers together in its new innovation lab, opening this September. 🎧 Listen to the full conversation. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
August 18 · 24 min
How Alaska Airlines Is Transforming the Customer Journey With AI
Alaska Airlines is proving that the best CX transformations make complexity disappear for customers. As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while preserving what makes each brand distinct. This week on The Modern Customer Podcast, Charu Jain, SVP of Merchandising and Innovation at Alaska Airlines, shares how technology, operational preparation, and human care can work together to transform CX at scale. Listen to the full epside now! Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
August 11 · 26 min
How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind
FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any of them. Using AI and two petabytes of daily data, FedEx can anticipate potential problems, improve delivery visibility, and give customers more control and peace of mind. This week on The Modern Customer Podcast, Neil Gibson, Senior Vice President of Global Customer Experience at FedEx, shared what it takes to deliver CX at this scale. Listen to the full episode for an inside look at how FedEx is using AI to turn massive operational complexity into a simpler customer experience. Subscribe to The Modern Customer Podcast for more conversations on customer experience, AI, leadership, and innovation. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
August 4 · 23 min
Virgin Atlantic Launches the First Airline App in ChatGPT
Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel? In this episode of The Modern Customer Podcast, Blake Morgan speaks with Juha Jaervinen, Chief Customer Officer at Virgin Atlantic, about how the airline is using AI to improve travel discovery while human service continues to set the brand apart. The conversation goes beyond technology. Jaervinen discusses the growing demand for premium leisure travel as customers seek more comfort, space, calm, and an opportunity to recharge. Watch the full conversation to learn how Virgin Atlantic is combining AI, premium experiences, loyalty, and human service to shape the future of travel. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
July 28 · 26 min
How End-to-End Testing Builds Better AI Customer Experiences
AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents. This week on The Modern Customer Podcast, Seth Johnson, Chief Technology Officer at Cyara, shares what companies need to validate before scaling customer-facing AI. 🎧 Listen to the full episode to learn how end-to-end testing strengthens AI readiness and helps companies scale with confidence. This episode is sponsored by Cyara. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
July 21 · 18 min
How TIAA Is Using AI to Personalize the Future of Retirement
Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, Jessica Austin Barker, Chief Digital Officer and Client Experience Officer at TIAA, joins Blake Morgan to explore how AI could help people receive guidance that reflects their individual goals, circumstances, and changing paths to retirement. Jessica shares why personalization remains only half solved, how AI could reduce the effort required to explore financial scenarios, and what an AI companion could offer across a customer relationship that spans decades. Listen to learn how AI could make retirement planning more personal, accessible, and easier to understand. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
July 14 · 9 min
Deflection Is Dead: Why Customer Engagement Is the New Goal
What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio, VP of Amazon Connect Customer, makes on this week's episode of The Modern Customer Podcast. His point: if your AI strategy is built around deflection, you're not saving money—you're handing customers straight to your competitors. We also dig into how deterministic and agentic AI work together, and why AI should make people's jobs better, not just shorter conversations. This episode is sponsored by Amazon Web Services. Click the link to learn more: https://fandf.co/4fu6tAd #sponsored #AWS #AmazonConnect #amazonconnectcustomer #CCWVegas Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
July 7 · 30 min
How to Do More With Less: Future-Proofing Work in an AI-Driven Economy
Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental question: What creates value when AI can do more of the work? That's one of the biggest ideas from my latest conversation with Sharon Gai, former Alibaba executive and author of How to Do More With Less. This week on The Modern Customer Podcast, Sharon explains why the companies that succeed with AI won't simply adopt better technology—they'll rethink how work gets done by focusing on people, processes, and the work only humans can do. If you're leading customer experience, digital transformation, or AI initiatives, I think you'll find this conversation both practical and thought-provoking. Listen to the full episode now! Get a copy of Sharon Gai's new book, How to Do More With Less: Future-Proofing Yourself in an AI-Driven Economy, for practical strategies on leading through AI-driven change. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
June 30 · 27 min
The Power of Pull: How Customer Demand Drives Business Growth
Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and bigger budgets? According to entrepreneur, author, and Harvard Fellow Rob Snyder, the answer isn't a better product. It's customer demand. In this episode of The Modern Customer Podcast, Blake Morgan sits down with Rob to discuss the ideas behind his new book, The Power of Pull, and why understanding what customers are trying to accomplish is the foundation of business growth. Rob shares the lessons that led him to develop the PULL Framework, a practical approach to identifying when customers are ready to buy and building products that solve problems customers can't solve with their existing options. 📘 Rob Snyder's new book, The Power of Pull, launches July 7. Pre-order your copy today: robsnyder.org/book Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
June 22 · 4 min
AI Digital Workers Are Getting Job Descriptions
This episode is sponsored by Salesforce. One of the most interesting conversations I had at Salesforce Connections was about digital workers. This week on The Modern Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital workers—with defined roles, KPIs, managers, and accountability to drive meaningful business outcomes. We explore agent-to-agent orchestration, where leaders should start with AI, the importance of trust and governance, and how Salesforce provides the foundation for secure and scalable AI adoption. If digital workers are becoming part of the workforce, organizations will need new ways to manage, measure, and support them. 🎧 Listen to the full episode. #SalesforcePartner #Salesforce #DigitalWorkers #AI #AgenticAI #FutureOfWork #Leadership Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
June 16 · 13 min
How Salesforce Is Bringing AI Agents Into Marketing
This video is sponsored by Salesforce. This week on The Modern Customer Podcast: Amber Armstrong, CMO of Agentforce Applications at Salesforce, joins me for a conversation recorded live at Salesforce Connections. Everyone is talking about AI agents. But according to Amber, the biggest question customers are asking is surprisingly simple: "Where do I start?" We discuss what's separating companies seeing real results from those still stuck in experimentation, why data readiness matters more than most people realize, and how AI agents are helping marketers engage customers, generate pipeline, and focus more on strategic work. As Amber explains, the future isn't about replacing marketers. It's about giving them the tools to do more of what humans do best. #SalesforcePartner Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
June 2 · 22 min
Airline Customer Satisfaction Improving, ACSI Data Show
Airline customer satisfaction increased 3% year over year. That's one of the strongest gains across the travel sector, according to new research from the American Customer Satisfaction Index (ACSI). This week on The Modern Customer Podcast, Forrest Morgeson, Director of Research Emeritus at ACSI, shares what's driving those gains and how airlines are improving across multiple customer touchpoints—from mobile apps and reservations to in-flight internet and access to information throughout the travel journey. 🎧 Listen to the conversation and explore the latest ACSI Travel Study. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
May 26 · 25 min
Future-Proof: Transform Your Business with AI or Get Left Behind
Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology. This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of Future-Proof: Transform Your Business with AI or Get Left Behind, shares practical ways companies can use AI to accelerate innovation, improve customer experience, and prepare for the future of work. We also discuss why successful AI adoption depends as much on leadership, employee buy-in, and culture as it does on the technology itself. 🎧 Catch the full episode and check out Michael's book, Future-Proof: Transform Your Business with AI or Get Left Behind. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
May 19 · 30 min
Experience Is Everything: The CX Strategy Gap Behind AI Adoption
Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference. This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience. Drawing from her book Experience Is Everything, she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes. 🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com

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