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.

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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.

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don't do well, so people can focus on what they do best—building authentic customer relationships.

This week on The Modern Customer Podcast, Henrik Werdelin, founder of BARK, Prehype, Audos, and co-author of Me, My Customer, and AI, shares how everyday AI can transform CX.

Highlights from the podcast:

➡️ AI Beyond Efficiency — Instead of just automating tasks, AI expands human capability and frees teams to focus on authentic customer connections.

➡️ Listening at Scale — AI makes it possible to instantly analyze thousands of customer comments, delivering insights that go far deeper than NPS scores.

➡️ Strengthening Relationship Capital — With AI, brands can build customer loyalty through three layers: depth (feeling seen), density (community), and durability (long-term trust).

➡️ Empowering Everyday Entrepreneurs — AI lowers barriers to entry, enabling more people to create businesses that solve real customer problems and build lasting relationships.

🎧 Listen to the full conversation with Henrik on The Modern Customer Podcast—and explore these ideas further by picking up a copy of his book Me, My Customer, and AI.

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.

Great luxury brands compete on more than quality — they win on the experiences customers remember most.

This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can take from it.

Key takeaways from the episode:

✅ Emotional connection turns purchases into loyalty.

✅ Flow Leadership aligns People, Purpose, and Performance to fuel growth.

✅ Consistency across customer touchpoints builds trust.

Tune in and discover how emotional connection can be your strongest business strategy. Get a copy of Gaelle's new book Flow Leadership, which introduces a framework built on People, Purpose, and Performance.

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, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer.

By shifting from product-first to customer-first, Therabody expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that grow with each customer.

Highlights from our conversation:

✔️ Leveraging customer feedback to guide Therabody's rebrand and audience-first strategy

✔️ Applying AI to deliver personalized wellness experiences at scale

✔️ Designing products and experiences around customer needs

✔️ Building cultural relevance through talent partnerships that strengthen brand connection

👉 Tune in to hear how Therabody turned customer insights into strategy—and the leadership lessons you can apply.

Learn more about Therabody: www.therabody.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, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance.

Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer trust. Rather than choosing between technology and humanity, Aflac integrates both—using automation for efficiency and empathy to deepen trust, directly linking CX to growth.

3 Key Takeaways on CX from Aflac

• Empathy at scale: A dedicated support line for first-time cancer diagnoses ensures compassionate guidance during the toughest calls.

• AI with guardrails: Automation speeds routine claims, while humans handle complex or denial cases to protect trust.

• CX as ROI: Simpler processes drive acquisition, while empathy and trust strengthen persistency and long-term value.

Tune in to the full episode to hear how Keith Farley makes customer experience a measurable growth strategy at Aflac.

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, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo, a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of "Smarter Technology for All," the company combines culture, design, and technology to turn experience into growth. Here's how Total Experience shows up at Lenovo: 👉 Culture & accountability — 95% of employees have a CX KPI tied to their bonus 👉 Inclusive design & testing — accessibility features shaped with input from a school for the blind and ThinkPads tested through 20+ military-grade tests 👉 AI-powered personalization — GenAI accelerates content creation, localized AI safeguards privacy, and sellers are equipped with data for a 360° customer view 🎧 Discover how Lenovo makes CX measurable, accountable, and effortless—building trust and 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.

AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus.

On this week's Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T's first Chief Customer Officer, launching its customer-centric transformation, and she's been a champion for the customer voice ever since.

Here's how AT&T is putting the customer at the center at massive scale:

✅ Personalization at scale — AT&T drills down from markets to households so every customer feels seen and heard.

✅ AI in action — improving customer satisfaction, first-call resolution, and containment, while virtual experts begin to support retail.

✅ Omnichannel without friction — creating a single view of the customer across digital, app, retail, and call centers.

✅ Trust as the foundation — with The AT&T Guarantee, the first in the industry to cover both fiber and wireless.

Her perspective is clear: great customer experience doesn't cost more—it costs less.

👉 Get the full story on how AT&T puts customers at the center. 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.

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and drive growth.

On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how companies are using voice AI to:

✅ Replace outdated IVR menus with human-like dialogue

✅ Protect revenue by ensuring no call is missed

✅ Turn conversations into proactive customer service and business growth

Carson knows the stakes. As RingCentral's former CRO, he helped grow ARR from $1.4B to $2.4B and scaled its enterprise business from $5M to $500M. Now, he's applying that same growth mindset to AI.

👉 Listen to the full episode and discover how companies are already turning calls into ROI with voice AI.

This episode of The Modern Customer Podcast is sponsored by RingCentral.

📌 Learn more about RingCentral's AI Receptionist → https://www.ringcentral.com/air?BMID=CMRCXINMBM2025

See how they're doing it in these customer success stories → https://www.ringcentral.com/whyringcentral/casestudies.html?BMID=CMRCXINMBM2025

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 adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust.

In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara's AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer.

We cover: ✅ How to scale AI without sacrificing trust ✅ Building guardrails for compliance and transparency from day one ✅ Preventing silent failures that cost millions

🎧 Listen now to learn how leading enterprises deploy agentic AI at scale with confidence. Learn more: https://cyara.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.