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The Modern Customer Podcast

The Modern Customer Podcast

By: Blake Morgan
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 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
  • The Transformation Economy: Why Customer Outcomes Matter More Than Ever

    The Transformation Economy: Why Customer Outcomes Matter More Than Ever
    Mar 31 2026

    Customer experience is shifting from memorable interactions to driving customer outcomes.

    That's the shift behind the Transformation Economy, and it's changing how companies create value for customers.

    This week on The Modern Customer Podcast, Joseph Pine, co-author of The Experience Economy and author of the new book The Transformation Economy, explores the next evolution of customer value—from experiences to transformation.

    🎧 Listen to the full episode to explore the shift from experiences to outcomes.

    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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    26 mins
  • Vanguard's Client-First Approach to Building Trust at Scale

    Vanguard's Client-First Approach to Building Trust at Scale
    Mar 24 2026

    At Vanguard, every investment is centered on client needs—but delivering that consistently at scale takes more than intent.

    In this week's episode of The Modern Customer Podcast, Matt Brancato shares how alignment across teams, disciplined listening, and AI-supported frontline decisions come together to create a more unified client experience.

    Trust isn't built through strategy—it's built through consistent execution.

    If you're working to deliver customer experience at scale while maintaining trust, this one is worth your time.

    🎧 Listen to the full episode and follow The Modern Customer Podcast for more CX insights.

    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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    24 mins
  • The CX Strategy Behind Bimbo Bakeries' 12,000 Delivery Routes

    The CX Strategy Behind Bimbo Bakeries' 12,000 Delivery Routes
    Mar 17 2026

    At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them.

    That means keeping shelves stocked across thousands of stores—every day.

    This week on The Modern Customer, Jeffrey Hendrix, Chief Customer Officer at Bimbo Bakeries USA, shares how the company uses its 12,000 delivery routes to keep products available at scale.

    Instead of relying solely on warehouses, Bimbo delivers directly to stores—restocking shelves, managing inventory, and responding to demand in real time.

    That's how they maintain availability across their retail network.

    🎧 Tune in 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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    31 mins
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