The Modern Customer Podcast
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of 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 that provide simple, tangible advice you can immediately apply at 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 on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Episodes
This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results.
Jeff shares how Qualtrics is tra...
What does it take to build a brand that earns loyalty across generations?
Crayola is more than crayons—it’s a creative ecosystem built on emotional insight, personalization, and purposeful storytelling.
In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola’s Chief Marketing O...
Verizon’s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out.
On this episode of The Modern Customer Podcast, I’m joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer.
With more than ...
How do you modernize customer experience in a legacy industry without losing the trust it was built on?
That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day.
In this episode of The Modern Customer Podcast, Allison shares how UBS is ...
Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year.
So how does a company at that scale keep customer experience simple, human, and aligned?
I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their desi...
What happens to companies that still treat CX as a competitive edge instead of the core of their business?
Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service.
In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re headed and the five trends you need to act on now:
- Generative AI is going from hype...
What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees?
On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale.
We ta...
Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?
On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues.
This AI doesn't just...
What does hospitality get right about delivering memorable customer experiences?
On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts.
With experience at Disney, Gaylord Hotels, Wynn L...
How does a 150-year-old company continue to lead in customer experience?
At Prudential Financial, it starts with culture.
With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise.
How do you lead customer experience in an industry most people overlook?
This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy.
She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proactive experiences that build trust, even in a space customers rarely think about.
Key...
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.
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...
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 huma...
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 M...
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...
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 ...
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 ...
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...
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 ...
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