The Modern Customer Podcast cover art

The Modern Customer Podcast

The Modern Customer Podcast

By: Blake Morgan
Listen for free

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. Economics Management Management & Leadership Marketing Marketing & Sales
Episodes
  • How Alaska Airlines Is Transforming the Customer Journey With AI

    How Alaska Airlines Is Transforming the Customer Journey With AI
    Aug 18 2026

    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

    Show More Show Less
    24 mins
  • How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind

    How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind
    Aug 11 2026

    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

    Show More Show Less
    27 mins
  • Virgin Atlantic Launches the First Airline App in ChatGPT

    Virgin Atlantic Launches the First Airline App in ChatGPT
    Aug 4 2026

    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

    Show More Show Less
    24 mins
adbl_web_anon_alc_button_suppression_t1
No reviews yet
In the spirit of reconciliation, Audible acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.