The Modern Customer Podcast

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

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

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

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

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

From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work together to make travel easier.

As a Fortune 100 company serving more than 220 million passengers a year, American operates customer experience at an enormous scale. Hear how the airline connects digital and human touchpoints and works to create what Heather calls "a calm and easy, seamless experience."

Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale—and where Heather sees opportunities to improve the customer journey.

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

For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action.

On the latest episode of The Modern Customer Podcast, Regina Warga, VP of Experience and Digital Marketing at New York Life, explains how her team uses AI to turn customer insights into action without losing the human voice behind the data.

She also shares how New York Life cuts through the constant AI noise, balances synthetic and human research, and plans to bring customers, advisors, researchers, and decision-makers together in its new innovation lab, opening this September.

🎧 Listen to the full conversation.

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

Alaska Airlines is proving that the best CX transformations make complexity disappear for customers.

As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while preserving what makes each brand distinct.

This week on The Modern Customer Podcast, Charu Jain, SVP of Merchandising and Innovation at Alaska Airlines, shares how technology, operational preparation, and human care can work together to transform CX at scale. Listen to the full epside now!

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

FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any of them.

Using AI and two petabytes of daily data, FedEx can anticipate potential problems, improve delivery visibility, and give customers more control and peace of mind.

This week on The Modern Customer Podcast, Neil Gibson, Senior Vice President of Global Customer Experience at FedEx, shared what it takes to deliver CX at this scale.

Listen to the full episode for an inside look at how FedEx is using AI to turn massive operational complexity into a simpler customer experience.

Subscribe to The Modern Customer Podcast for more conversations on customer experience, AI, leadership, and innovation.

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

Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel?

In this episode of The Modern Customer Podcast, Blake Morgan speaks with Juha Jaervinen, Chief Customer Officer at Virgin Atlantic, about how the airline is using AI to improve travel discovery while human service continues to set the brand apart.

The conversation goes beyond technology. Jaervinen discusses the growing demand for premium leisure travel as customers seek more comfort, space, calm, and an opportunity to recharge.

Watch the full conversation to learn how Virgin Atlantic is combining AI, premium experiences, loyalty, and human service to shape the future of travel.

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