The Modern Customer Podcast

Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease. Strive Health's Chief Customer Officer, Evelyn Goodfriend, shares what patient experience looks like up close, why traditional care models fall short, and how listening, alignment, and better workflow design support both patients and caregivers. We also discuss where AI meaningfully helps and where human support remains essential. A practical conversation for CX leaders and operators navigating high-stakes, high-complexity customer journeys. Don't miss this episode! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

How is one of the largest health systems in Texas using AI to transform patient experience? This episode of The Modern Customer Podcast explores how Memorial Hermann Health System is applying AI, predictive analytics, and digital tools to redesign care for millions of patients across Houston. The conversation features Alex Greengold, Chief Consumer Experience Officer at Memorial Hermann, who brings previous CX leadership experience from AOL and DISH, where he earned multiple J.D. Power awards. Watch the full conversation to see how AI, smart design, and culture are reshaping the future of care. 🔗 Learn more about Memorial Hermann: http://www.memorialhermann.org/ 🔗 Connect with Alex on LinkedIn: https://www.linkedin.com/in/alexgreengold/ Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

Tiffany Menyhart, Chief Customer Officer at The Hershey Company, brings 30 years of CPG expertise to the discussion. She dives into how Hershey is integrating AI and modernizing customer experience across retail, e-commerce, and on-demand platforms. Tiffany shares impressive statistics, like a 30% surge in on-demand sales and 40% increases in seasonal retail performance. She also discusses innovations like augmented reality merchandising tools and a focus on nurturing strong cultural dynamics and psychological safety within her teams.

Nicholas Thorne, an entrepreneur and co-author of 'Me, My Customer, and AI,' discusses how AI is revolutionizing customer relationships. He emphasizes finding founder-customer fit to foster authentic connections and warns against using AI to create distance between leaders and customers. Nicholas introduces the concept of 'relationship capital,' where trust leads to strategic advantages. He also predicts the rapid advancement of voice and multimodal customer experiences, urging leaders to leverage AI as a collaborative partner rather than an oracle.

This week on The Modern Customer podcast, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, shares the strategy that transformed their organization. The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO role is responsible for making sure the brand's promises match the actual customer experience, driving maximum ROI. The Results: ✅ $120 Million in annual revenue ✅ 93% industry-leading customer retention rate Learn how they achieved this with the "Insights to Action" model, eliminating silos and leveraging AI to simplify complex healthcare needs. Listen to the full episode now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

Join Valarie Vest, Executive VP and Chief Experience Officer at Cambridge Investment Research, as she explores the transformative role of AI in customer experience. With a focus on people-first leadership, she discusses how AI can enhance human connection in financial advising rather than replace it. Valarie also shares insights on the challenges CXOs face, from managing data to recruitment issues, and emphasizes the need for empathy and flexibility in leadership. Discover how these strategies can redefine the customer experience in a tech-driven world.

WM serves 20 million customers by executing a unified, purpose-driven strategy. But how does a company of this scale truly guarantee reliable service? This week on The Modern Customer Podcast, Michael Watson, SVP and Chief Customer Officer at WM, explains this strategy. He details the company's unique operational model, which integrates sales, revenue, and customer experience functions under his leadership—a forward-thinking strategy that breaks down the departmental silos common in large enterprises. This powerful alignment allows WM to drive profitable growth while relentlessly championing environmental and customer responsibility, offering a crucial lesson for listeners. Learn how operational rigor and a People-First culture are the ultimate accelerators for profitable growth. Don't miss this one! Tune in now! Visit WM's website to learn more: https://www.wm.com/ Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

This week on The Modern Customer Podcast, I'm joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva. We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including: ✅ Unifying every customer signal across surveys, support, and social channels into one connected system. ✅ Adding business context so insights are clear, relevant, and actionable. ✅ Turning insight into action through real-time alerts and AI-driven visibility. It's a look at how the next generation of customer intelligence is helping leaders make faster, smarter CX decisions. 👉 This episode is sponsored by Enterpret. Visit https://www.enterpret.com to learn more! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher, saw a massive growth opportunity. This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Group to transform Zurich Insurance. Her strategy, "Beyond Protection," is converting the global insurer into a proactive, human-centric partner. Learn how Conny gained C-suite alignment by proving leaders must "speak finance," linking CX outcomes directly to measurable KPIs on the balance sheet. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, Scott Marshall, Chief Customer Officer at Prologis, shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls and a roof") to build a strategic partnership with the global supply chain. Episode Highlights: ▶️ The CX Transformation: The strategic shift from property maintenance to the "REX Manager" (real estate CX) role, prioritizing customer success and service recovery. ▶️ The 80% Rule: Scott's leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives. ▶️ Future-Proofing with AI: Using machine learning to predict customer sentiment and plan for 2027 and beyond. ▶️ Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness. Learn how to integrate CX, AI, and strategic operations into a single engine for scalable growth. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.