The Modern Customer Podcast

The future of healthcare isn’t just digital—it’s deeply human. And AI is helping make that possible. This week on The Modern Customer Podcast, Heather Brace, Chief People Officer at Intermountain Health, shares how her team is transforming both patient and employee experience. By combining the power of AI with real-time employee feedback, they’re building a more connected, responsive, and human-centered healthcare system. In this conversation, Heather shares: ✔️ How AI is helping doctors stay present and build trust with patients ✔️ Why transparent feedback is reshaping leadership culture ✔️ What it takes to create an experience-first organization at scale This episode is packed with insight for leaders who believe technology should enhance empathy, not replace it. 🎧 Tune in to learn how feedback and AI are reshaping healthcare from the inside out. 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. 

Dion Nicholas, founder of Forethought and AI expert, dives into the limitations of current chatbots, revealing that 77% of support inquiries need more than just FAQs. He introduces agentic AI, designed to handle complex requests and enhance customer experience. The conversation also highlights the future of proactive AI that anticipates needs, the importance of personalized interactions without compromising trust, and the potential for AI to communicate in human-like ways. This engaging dialogue is a must-listen for anyone interested in the evolution of AI in customer service.

The missing piece in AI-powered CX? Creative thinking. This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas. We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation. Inside the episode:  ✔️ RAG: The new standard for self-service ✔️ Agent co-pilots that reduce training time ✔️ Smarter automation that actually delivers 🎧 Listen now and let me know how you’re combining creativity with AI in your own work. 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. 

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation. Key insights from the report: 77% of executives say CX is a top strategic priority 72% believe AI will fundamentally reshape CX within three years Yet only 12% have a coordinated AI strategy Only 15% of executives feel ready to lead AI transformation in their industry This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale. Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ 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. 

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what’s possible. 🎧 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. 

Jeff Shore, a seasoned sales strategist and founder of Shore Consulting, unpacks the emotional mechanics that drive customer behavior. He highlights how understanding buyer psychology can reduce friction in sales processes. Listeners will learn about key motivators beyond money, the importance of addressing emotional dissatisfaction, and strategies to create urgency in purchasing decisions. Additionally, Shore discusses how effective salespeople leverage emotional intelligence to connect with customers, ensuring smoother transactions.

This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City. We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers. If you lead CX, EX, or digital transformation, this episode is packed with insights you can use. 🎧 Don’t miss this powerful conversation with one of the world’s most influential HR leaders. 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. 

AI is no longer a future concept—it’s here, transforming how businesses operate and how customers engage. In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it. Zack shares his insights on how AI is shifting CX from reactive problem-solving to seamless, proactive engagement. He explains why many businesses still treat CX as a cost center and how AI-driven automation will eliminate inefficiencies, personalize interactions, and unlock new opportunities for innovation. The AI revolution is here—businesses that adapt will lead, and those that hesitate will fall behind. Listen now to learn how AI is transforming CX and what you need to do next. 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. 

In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact areas, optimizing processes, and leveraging AI to enhance—not replace—human roles. Under his leadership at OTC: 👉 Revenue grew by 43% 👉 Earnings increased over 80% 🎧 Listen now to hear Bill’s insights on scaling efficiently, prioritizing impact, and leveraging AI for smarter growth. 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. 

Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact. The results speak for themselves: ✅ 90% fewer searches per session—faster resolutions with less effort. ✅ 30% drop in case submissions—reducing strain on support teams. ✅ 9% year-over-year decrease in case volumes—proving AI’s role in driving efficiency. Michelle breaks down how SAP Concur balances automation with human connection, ensuring AI enhances, rather than replaces, the customer experience. If you want to see how AI can drive real results in CX, this episode is packed with insights you won’t want to miss. 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.