
The Modern Customer Podcast
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies.
Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of 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 that provide simple, tangible advice you can immediately apply at 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 on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Latest episodes

Dec 17, 2024 • 29min
How Unified Communication Tools Improve Customer Experience in Modern Contact Centers
This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers. Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions. If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen! Key Highlights for Easy Listening: 04:47 Why Unified Communication Is Critical to Simplify Customer Interactions 08:41 How to Bridge the Gap in Customer Service Using Better Tools 12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers 18:46 The Intersection of AI Implementation and Change Management 21:35 The Future of Contact Centers and the Transformative Role of Conversational AI This episode of The Modern Customer Podcast is sponsored by GoTo. 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.

Dec 10, 2024 • 30min
Inside Samsung’s Customer Experience Strategy
Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful. Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung’s approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers. Tune in to discover why customer experience is part of Samsung’s DNA and how their approach creates loyalty for life. 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.

Dec 3, 2024 • 30min
How Managing Microstress Can Improve Leadership and Customer Experience
This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it. Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience. Don’t miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. 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.

Nov 26, 2024 • 30min
Mastering High-Performance Leadership: Strategies to Elevate Customer Experience and Empower Teams
Robert Glazer, an entrepreneur and bestselling author, dives into high-performance leadership and customer experience strategies. He discusses the pivotal role of clarity and accountability in teams, emphasizing alignment with shared goals. Glazer also highlights the alarming rise of ghosting in professional communication, advocating for better accountability. Furthermore, he explores the connection between employee incentives and improved customer service. Finally, he shares tips on balancing responsibilities and maintaining mental health for effective leadership.

Nov 19, 2024 • 29min
7 Strategies for Creating Superfans and Transforming Customer Loyalty
How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, reveals her proven strategies for building customer loyalty that goes beyond the product. Brittany dives into her SUPER framework, sharing how brands can engage customers on an emotional level, personalize experiences, and create long-lasting relationships. From the importance of storytelling to balancing technology with human connection, Brittany offers actionable insights that can transform your customer experience approach. If you want to create superfans and transform your brand's loyalty strategy, this episode is packed with practical tips and inspiration. 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.

Nov 12, 2024 • 32min
5 Ways Jack in the Box’s Marketing Strategy Enhances Customer Experience
How does a fast-food giant like Jack in the Box stay relevant after 74 years? This week on The Modern Customer Podcast, Ryan Ostrom, Chief Marketing Officer at Jack in the Box, shares how the iconic fast-food brand keeps its customers coming back for more. With experience at GNC, Yum! Brands, Sears, and Reebok, he brings a fresh perspective on modern marketing and customer experience. Ryan also opens up about tackling delivery challenges, optimizing quality, and reimagining stores to enhance the guest experience. Whether you’re curious about AI in marketing or how a fast-food giant stands out in a crowded market, this episode is packed with actionable ideas and inspiration. Don’t miss Ryan’s insider tips for staying ahead in a competitive market—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.

Nov 5, 2024 • 28min
Personalized Customer Strategy in the Age of AI: A Five-Part Framework for Driving Growth
This week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framework for using AI to drive growth based on his book, "Personalized: Customer Strategy in the Age of AI," co-authored with Mark Abrahams. With decades of experience helping top brands enhance their CX, David shows how companies can leverage AI to drive meaningful growth and create lasting customer loyalty. He explains how AI can empower customers, enable perfectly timed interactions, and support every stage of a growth-focused CX strategy. David also addresses key challenges, such as maintaining human oversight and avoiding intrusive interactions, to ensure AI-driven CX builds trust and protects brand integrity. 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.

Oct 29, 2024 • 30min
How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success
This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management. She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful AI implementation hinges on effective change management, ensuring smoother transitions and delivering measurable results for contact centers. 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.

Oct 22, 2024 • 32min
Why Great Brands Invest in Employee Experience to Scale Customer Experience
This week on The Modern Customer Podcast, Calvin Stovall, Chief Experience Officer at Iconic Presentations and hospitality expert, shares insights from his 30-year career in hospitality and how his leadership approach has transformed employee engagement. We discuss the importance of emotionally intelligent leadership in creating a highly engaged workforce, hiring passionate individuals, and building genuine, lasting connections with employees. Calvin also offers practical tips on improving employee development, retaining top talent, and fostering a work culture that drives both employee satisfaction and customer loyalty. If you’re focused on building a strong employee experience that leads to better customer outcomes, this episode is for you! 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.

Oct 15, 2024 • 32min
The Power of AI in Leadership: Driving Efficiency and Personalization
We’re celebrating the 400th episode of The Modern Customer Podcast with Henrik Werdelin, co-founder of Bark, founding partner of Prehype! Henrik explores the powerful role of AI in leadership and customer experience, showing how it drives personalization, efficiency, and innovation. From building personalized customer relationships to empowering leaders to embrace AI firsthand, Henrik shares actionable insights that you won’t want to miss. 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.