The Modern Customer Podcast

Blake Morgan
  • 4.9 (49)
  • MANAGEMENT
  • UPDATED WEEKLY

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.

  1. Powering Connected Customer Conversations with Agentic Voice AI

    3H AGO

    Powering Connected Customer Conversations with Agentic Voice AI

    Customer conversations generate value. Yet most organizations never connect that value to action. Context gets lost across channels, and next steps never connect to downstream systems. This week on The Modern Customer, Ali Tore, RingCentral's SVP & GM of Conversational AI, shares how agentic voice AI closes that gap. He outlines why organizations must move beyond isolated automation and build systems that coordinate conversations, context, and follow-through across every touchpoint. If you want AI to drive real customer outcomes — not just efficiency — this episode is for you.  👉 Listen to the full episode on The Modern Customer and explore the RingCentral Agentic AI Trends 2026 report to go deeper. This episode is sponsored by RingCentral. 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

    31 min
  2. How CAVA Integrates Hospitality, Experience, and Rewards at Scale

    FEB 10

    How CAVA Integrates Hospitality, Experience, and Rewards at Scale

    As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer, Andrew Rebhun, Chief Experience Officer at CAVA, shares how the Mediterranean fast-casual brand keeps hospitality at the center while scaling to 400+ locations. The conversation breaks down how experience leadership actually works at scale—from loyalty and social listening to team training and selective use of AI—without losing human connection. Where do you see the biggest gap today: loyalty design, social listening, or team alignment? 🎧 Listen to the full episode to explore how hospitality translates into loyalty across digital, rewards, and social touchpoints. Curious to try it yourself? Visit cava.com to learn more. 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

    25 min
  3. How Great CX Turns Customers Into Superfans

    FEB 3

    How Great CX Turns Customers Into Superfans

    Great customer experience doesn't lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience is clear. In this episode of The Modern Customer, customer experience speaker and author Brittany Hodak explains what actually turns customers into superfans—and why tools, automation, and AI alone aren't enough. Drawing on her work with organizations like American Express, Benihana, and Keller Williams, she shows why ownership, accountability, and human judgment drive lasting loyalty. 🎧 Tune in to the full conversation to learn how great CX turns customers into superfans. 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

    33 min
  4. What CX Leaders Can Learn From The Laws of Employee Experience

    JAN 27

    What CX Leaders Can Learn From The Laws of Employee Experience

    Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question becomes operational. In this special takeover episode of The Modern Customer Podcast, Jacob Morgan shares insights from The 8 Laws of Employee Experience, based on research with more than 100 CHROs. He explains why CX and EX operate as one system—and how leadership decisions behind the scenes shape customer outcomes. This conversation gives CX leaders a practical, systems-level lens to strengthen trust, consistency, and performance as AI raises the stakes. 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.

    35 min
  5. Winning with AI Without an AI Strategy

    JAN 20

    Winning with AI Without an AI Strategy

    This week on The Modern Customer Podcast, you'll hear why winning with AI doesn't start with an AI strategy. In this episode, Peter Czimback—former VP of Experience Innovation at Aramark—shares a business-first approach to transformation that begins with experience, outcomes, and human capability, with AI supporting execution underneath. The conversation explores how leaders can move beyond AI experimentation and hype by anchoring technology decisions to growth, productivity, and the experiences they want to deliver to customers and employees. If you're navigating AI investments, organizational change, or transformation at scale, listen to the full episode to learn how experience-led thinking helps leaders use AI to strengthen what already works. 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.

    36 min
  6. How AI Is Changing How Customer Bugs Get Resolved

    JAN 13

    How AI Is Changing How Customer Bugs Get Resolved

    As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience. In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how Jam fits into the bug-reporting and support workflow by capturing technical context as issues are reported. That shared context helps support and engineering diagnose problems faster, reduce handoffs, and move toward resolution with greater clarity. The conversation looks at why resolution speed and coordination have become CX priorities—and how AI is influencing the way teams work together when something breaks. This episode is sponsored by Jam. 🎧 Learn more about Jam and how teams are rethinking bug resolution: https://jam.dev/ 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.

    27 min
  7. How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX

    JAN 6

    How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX

    In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution. The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action—while balancing digital growth with trust and prioritizing relationships over transactions. Topics covered include: Anchoring CX in relationships, not transactions Balancing digital convenience with trust-based experiences Turning customer signals into enterprise priorities Using analytics and AI to inform decisions without replacing leadership 🎧 Listen to learn how customer insight drives execution inside a Fortune 500 bank. 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.

    19 min
  8. Leading Experience as a CXO Inside One of America's Largest Health Systems

    12/30/2025

    Leading Experience as a CXO Inside One of America's Largest Health Systems

    This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale. As SVP and Chief Experience Officer at Northwell Health, Sven leads experience across one of the largest health systems in the country—bringing hospitality principles, cultural leadership, and practical technology into healthcare. 🎧 Listen to the full episode to learn what modern healthcare CX leadership really looks like—when it's done right. 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.

    27 min
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4.9
out of 5
49 Ratings

About

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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