How AI Speeds Up Support and Guides Service Teams
When you're handling 120,000 support tickets a year, including requests from truck drivers who need help after hours, AI can fill an importa...
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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...
Episodes
20 of 519 episodes
American Airlines Is Using AI Across the Customer Journey
From AI-powered trip discovery to proactive service recovery, Heather Garboden , SVP and Chief Customer Officer at American Airlines , share...
New York Life Is Turning Customer Feedback Into a Decision Engine
For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer i...
How Alaska Airlines Is Transforming the Customer Journey With AI
Alaska Airlines is proving that the best CX transformations make complexity disappear for customers. As Alaska Airlines and Hawaiian Airline...
How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind
FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any of them. Using AI and two petabyte...
Virgin Atlantic Launches the First Airline App in ChatGPT
Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel? In this ep...
How End-to-End Testing Builds Better AI Customer Experiences
AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor...
How TIAA Is Using AI to Personalize the Future of Retirement
Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, Jessica Austin Barker , Chief Di...
Deflection Is Dead: Why Customer Engagement Is the New Goal
What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio , VP of Amazon Connect Customer, make...
How to Do More With Less: Future-Proofing Work in an AI-Driven Economy
Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental...
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...
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...