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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
  • Future-Proof: Transform Your Business with AI or Get Left Behind

    Future-Proof: Transform Your Business with AI or Get Left Behind
    May 26 2026

    Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology.

    This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of Future-Proof: Transform Your Business with AI or Get Left Behind, shares practical ways companies can use AI to accelerate innovation, improve customer experience, and prepare for the future of work.

    We also discuss why successful AI adoption depends as much on leadership, employee buy-in, and culture as it does on the technology itself.

    🎧 Catch the full episode and check out Michael's book, Future-Proof: Transform Your Business with AI or Get Left Behind.

    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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    25 mins
  • Experience Is Everything: The CX Strategy Gap Behind AI Adoption

    Experience Is Everything: The CX Strategy Gap Behind AI Adoption
    May 19 2026

    Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference.

    This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience.

    Drawing from her book Experience Is Everything, she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes.

    🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era.

    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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    30 mins
  • American Express on AI-Powered Personalization at Scale

    American Express on AI-Powered Personalization at Scale
    May 12 2026

    American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service.

    This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global Servicing at American Express, shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations.

    A thoughtful conversation on how leading brands are using AI to reduce friction, strengthen customer relationships, and scale premium service across global operations.

    🎧 Listen to the full episode!

    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
    23 mins
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