The Modern Customer Podcast

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.

The Modern Customer Podcast is a business podcast hosted by Blake Morgan, with 518 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Blake Morgan hosts The Modern Customer Podcast, a business show with 518 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  The Modern Customer Podcast

  How AI Speeds Up Support and Guides Service Teams

  Sep 8, 202626 min

  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

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  The Modern Customer Podcast

  American Airlines Is Using AI Across the Customer Journey

  Sep 1, 202629 min

  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

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  The Modern Customer Podcast

  New York Life Is Turning Customer Feedback Into a Decision Engine

  Aug 25, 202628 min

  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

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  The Modern Customer Podcast

  How Alaska Airlines Is Transforming the Customer Journey With AI

  Aug 18, 202624 min

  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

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  The Modern Customer Podcast

  How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind

  Aug 11, 202627 min

  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

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