The Modern Customer Podcast

Hosted by Blake Morgan

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Episodes

527

Latest episode

Nov 2026

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About the show

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.

Listen to episodes

60 recent

November 9, 20269 min

When AI Agents Talk to AI Agents: Zoom's Kentis Gopalla on the Future of CX

What happens when your customers' AI agents start talking to your company's AI agents? At Zoomtopia, Blake Morgan sat down with Kentis Gopalla, Head of CX Product and Ecosystem at Zoom, to talk about the future of customer experience — and why the contact center has become one of the best sources of product insight in the business. Kentis shares how Zoom CX Insights, launched at Enterprise Connect, uses contact center conversations to explain not just what customers do, but why. Those insights are surfacing product flaws at SharkNinja and shaping product and marketing decisions at Cricut. He also talks about what sets Zoom CX apart (a modern, AI-first platform and speed of delivery), his advice for product leaders (spend time with customers; tie work to business outcomes), where AI fits in regulated industries like healthcare and financial services, and what happens when personal AI agents arrive — governance, authentication, quality management for AI agents, and how CSAT will evolve. The Modern Customer Podcast, hosted by Blake Morgan, features a new conversation with a customer experience leader every Tuesday.

November 3, 202630 min

Smooth Sailing: Customer Experience on the High Seas with MSC Cruises' CXO

How does MSC Cruises use AI and 2.5 million guest comments a year to personalize the cruise experience for every traveler? This week on The Modern Customer Podcast, Julie Gregoire, Chief Customer Experience Officer at MSC Cruises, talks about customer experience strategy, AI-powered personalization, and turning guest feedback into growth. Julie joined MSC Cruises in 2022 as its first Chief Customer Experience Officer and oversees the end-to-end guest experience for MSC Cruises and Explora Journeys. 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

October 27, 202630 min

Closing The Gap Between Marketing and CX with Katie Martell

When a brand's promises outrun its customer experience, trust is the first thing to break. Blake Morgan sits down with Katie Martell, a marketing strategist, speaker and self-described rabble-rouser whose insights have appeared in the BBC, Forbes and The Wall Street Journal. They explore why marketing and CX must work as one team, and how brands can stop making claims and start proving them. Tune in to learn how honesty and better customer experiences build lasting trust. 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

October 20, 202627 min

Mastering the Basics of CX, from Luxury Watches to Lighting

This week on The Modern Customer Podcast, Andrea Felixon, Director of Customer Connections at Quoizel, talks about mastering the basics of CX. For nearly a century, Quoizel has delivered beautifully crafted lighting built on quality, trust, and lasting relationships. You'll hear how Andrea's career has taken her through a variety of companies, from luxury retail to airports to hospitality, cable, healthcare, and now the home furnishings industry. You'll also learn how her passion for creating customer-focused cultures brings engaged employees, operational excellence, and thoughtful innovation together to deliver exceptional customer experiences. Listen to the full episode to hear how Andrea puts the fundamentals of customer experience into practice. 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

October 13, 202630 min

Driving 30% Growth With CX At Breeze Airways

Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 routes connecting 91 cities, how does it keep guest experience strong as it grows? This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares teams for rapid growth and how AI helps them identify opportunities to improve aircraft turnaround efficiency. Catch 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

October 6, 202639 min

Must Love Dogs: The Coolest CX Case Study You Haven't Heard Yet

Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast. This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations. We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs' activity at daycare. 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

September 29, 202620 min

How AI Connects Customer Feedback to Business Metrics

Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require action. In this episode of The Modern Customer Podcast, Blake Morgan speaks with Skai Kang, Vice President of Customer Success at unitQ, about how AI can unify customer feedback and connect it to the metrics leaders track. Customer feedback creates business value when teams can see it, understand it, and act on it. This episode is sponsored by unitQ. Learn more at unitq.com . 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

September 22, 202621 min

Why Volkswagen Combined Marketing and CX to Grow Its Brand

At Volkswagen, existing owners can become "walking advocates" for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway. That's where bringing marketing and CX together gets interesting. The customer insights you use to improve the experience can also help shape how you position and grow the brand. This week on The Modern Customer, Rachael Zaluzec, SVP of Customer Experience & Brand Marketing at Volkswagen of America, talks about customer insights, brand growth, AI, and the role dealerships play in the experience. Listen to the full episode to learn why Volkswagen brought marketing and CX together, and what other brands can learn from its approach. 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

September 15, 202632 min

How Canva Connects AI Innovation to Customer Success

Canva has seen approximately 40 billion instances of AI usage across its platform. But adding more AI doesn't automatically create a better customer experience. Customers still need to be able to find, understand, and use it. This week on The Modern Customer Podcast, I spoke with Rob Giglio, Chief Customer Officer at Canva, about why user interface innovation must keep pace with AI innovation. Canva measures customer success through monthly active use. When customers get value from the platform, they create more, publish more, and invite others to collaborate. That is an important reminder for every company investing in AI: new capabilities only matter when customers can use them successfully. Tune in to hear how Canva connects AI innovation, ease of use, and customer adoption. 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

September 8, 202625 min

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 important gap. This week on The Modern Customer Podcast, sponsored by Botpress , Andrew Dell , Support Operations Architect at Super Dispatch , shared how the auto transport platform is using Botpress AI agents to extend customer support beyond regular business hours. Tune in to hear how Super Dispatch is putting AI-powered support into practice and to learn more about building AI agents with Botpress . 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