How Great CX Turns Customers Into Superfans

Great customer experience doesn't lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience is clear. In this episode of The Modern Customer, customer experience speaker and author Brittany Hodak explains what actually turns customers into superfans—and why tools, automation, and AI alone aren't enough. Drawing on her work with organizations like American Express, Benihana, and Keller Williams, she shows why ownership, accountability, and human judgment drive lasting loyalty. 🎧 Tune in to the full conversation to learn how great CX turns customers into superfans. 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

You can listen to How Great CX Turns Customers Into Superfans online on Radio and Podcast. Open the player on this page to stream the available audio.

How Great CX Turns Customers Into Superfans is an episode from The Modern Customer Podcast by Blake Morgan.

This episode is 33:03 long.

This episode was published on Feb 3, 2026.

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