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Hosted by Blake Morgan · 🇺🇸 US · EN · 515 episodes
Established thought leaders with verified media credentials.
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.
Blake Morgan hosts The Modern Customer Podcast, a business show with 515 episodes published.
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 booking
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 visib
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 ,
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 Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents.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,
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 explo
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
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
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, t
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, sha
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. Everyon
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 Mode
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 Podc
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 o
American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service. This week on The Modern Customer Podcast, A
Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform. At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store i
In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued inve
At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics. In this episode of The Modern Customer Podcast , Josh Weiner, Senior Vice President of Consumer Engagement &
AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place. Most companies underestimate what it actually takes to make that work. In this episode, Nalin Gupta , Fo
AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Customer Podcast, Dean Kontul , EVP and CIO of Intelligent Automation, Contact Cent
Customer experience is shifting from memorable interactions to driving customer outcomes. That's the shift behind the Transformation Economy, and it's changing how companies create value for customers. This week on The M
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The Modern Customer Podcast is hosted by Blake Morgan. The show is categorised under business (management) and has published 515 episodes.
The Modern Customer Podcast has published 515 episodes.
The Modern Customer Podcast regularly covers business, management, marketing. It sits in the business category, with a management focus.
The Modern Customer Podcast is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
The Modern Customer Podcast hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of The Modern Customer Podcast average 23 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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