The Power of Pull: How Customer Demand Drives Business Growth
Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and big...
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The Modern Customer Podcast
The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is ho...
The Modern Customer Podcast Podcast Guide
Listen to The Modern Customer Podcast, a Business podcast by Blake Morgan. Stream 509 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
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AI Digital Workers Are Getting Job Descriptions
This episode is sponsored by Salesforce . One of the most interesting conversations I had at Salesforce Connections was about digital worker...
How Salesforce Is Bringing AI Agents Into Marketing
This video is sponsored by Salesforce. This week on The Modern Customer Podcast: Amber Armstrong, CMO of Agentforce Applications at Salesfor...
Airline Customer Satisfaction Improving, ACSI Data Show
Airline customer satisfaction increased 3% year over year. That's one of the strongest gains across the travel sector, according to new rese...
Future-Proof: Transform Your Business with AI or Get Left Behind
Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on pe...
Experience Is Everything: The CX Strategy Gap Behind AI Adoption
Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference...
American Express on AI-Powered Personalization at Scale
American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the huma...
Build a Brand Like Trader Joe's: Why Human Interaction Still Drives Customer Loyalty
Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform. At Trader J...
United Airlines' Chief Customer Officer on Scaling CX Through Operations
In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, know...
CVS Health on Where AI Is Delivering Value in Healthcare
At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics. In this episode of The Modern...
What Makes AI Customer Support Work at Scale
AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place. Most companies underesti...
Inside KeyBank's Approach to Customer Experience and AI
AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Cus...
The Transformation Economy: Why Customer Outcomes Matter More Than Ever
Customer experience is shifting from memorable interactions to driving customer outcomes. That's the shift behind the Transformation Economy...
Vanguard's Client-First Approach to Building Trust at Scale
At Vanguard , every investment is centered on client needs—but delivering that consistently at scale takes more than intent. In this week's...
The CX Strategy Behind Bimbo Bakeries' 12,000 Delivery Routes
At Bimbo Bakeries USA , customer experience comes down to one goal: making products available where and when shoppers want them. That means...
Unifying the Contact Center: Salesforce's Agentic AI Vision for Customer Service
Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layer...
Service at Scale: The AI Model Driving Sales and Loyalty
Service economics have long depended on headcount. Scale meant higher cost, and capacity constrained performance. AI changes that. This week...
What the American Customer Satisfaction Index Reveals About 2026
New data from the American Customer Satisfaction Index reveals nearly a decade of stagnation, a narrowing gap between top and bottom perform...
Powering Connected Customer Conversations with Agentic Voice AI
Customer conversations generate value. Yet most organizations never connect that value to action. Context gets lost across channels, and nex...
How CAVA Integrates Hospitality, Experience, and Rewards at Scale
As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer , Andrew Rebhun, Chief Experience O...