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 scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It’s about protecting relationships and earning loyalty at every step.

Inside the episode:

• Why UBS expanded into credit cards and mortgages
• How journey mapping helps fix what matters most
• What it takes to lead CX across legacy systems and siloed teams
• Why modern CX leaders must be relentless operators—not just visionaries

This is a must-listen for CX leaders navigating complexity, scale, and rising expectations.

Listen now!

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.

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 design-driven soul.

We talked about:

• The “bow tie” framework Canva uses to align teams across the full journey
• Why background remover became their most-used AI feature—and how business users deploy it at scale
• How Canva blends product-led growth with real human support across global teams
• Why CXOs must own post-purchase if they want to unlock enterprise value

If you're rethinking how to scale CX with AI, data, and design in a high-growth business—this one’s for you.

🎧 Listen to the episode now!

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.

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:

1. Generative AI is going from hype to help
2. Personalization is really growing up
3. Trust is the new currency
4. Employee experience equals customer experience
5. Speed to value is everything

AI is changing the game, but not because it’s shiny and new. It’s solving real problems, accelerating decisions, and delivering better experiences across the board.

🎧 Listen now to get ahead of what’s next!

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.