AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus.

On this week’s Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T’s first Chief Customer Officer, launching its customer-centric transformation, and she’s been a champion for the customer voice ever since.

Here’s how AT&T is putting the customer at the center at massive scale:

✅ Personalization at scale — AT&T drills down from markets to households so every customer feels seen and heard.

✅ AI in action — improving customer satisfaction, first-call resolution, and containment, while virtual experts begin to support retail.

✅ Omnichannel without friction — creating a single view of the customer across digital, app, retail, and call centers.

✅ Trust as the foundation — with The AT&T Guarantee, the first in the industry to cover both fiber and wireless.

Her perspective is clear: great customer experience doesn’t cost more—it costs less.

👉 Get the full story on how AT&T puts customers at the center. Tune in 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.

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and drive growth.

On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how companies are using voice AI to:

✅ Replace outdated IVR menus with human-like dialogue

✅ Protect revenue by ensuring no call is missed

✅ Turn conversations into proactive customer service and business growth

Carson knows the stakes. As RingCentral’s former CRO, he helped grow ARR from $1.4B to $2.4B and scaled its enterprise business from $5M to $500M. Now, he’s applying that same growth mindset to AI.

👉 Listen to the full episode and discover how companies are already turning calls into ROI with voice AI.

This episode of The Modern Customer Podcast is sponsored by RingCentral.

📌 Learn more about RingCentral's AI Receptionist → https://www.ringcentral.com/air?BMID=CMRCXINMBM2025

See how they’re doing it in these customer success stories → https://www.ringcentral.com/whyringcentral/casestudies.html?BMID=CMRCXINMBM2025

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.

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust.

In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara’s AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer.

We cover:
✅ How to scale AI without sacrificing trust
✅ Building guardrails for compliance and transparency from day one
✅ Preventing silent failures that cost millions

🎧 Listen now to learn how leading enterprises deploy agentic AI at scale with confidence.
Learn more: https://cyara.com/

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.