This week on The Modern Customer Podcast, I'm joined by Sheila Morin, CMO of Coveo, whose career spans L'Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty. We explore how Coveo helps leading brands like United Airlines, SAP, and Xero thrive with AI, the latest trends in generative AI, and what CX leaders need to know before implementing AI. AI has the power to transform customer experience—but only if it's built on trusted data and delivers real results. Sheila shares insights on how top companies make AI work, the biggest misconceptions about AI adoption, and why businesses must act now. Tune in to discover how AI is reshaping CX and what it takes to create personalized, frictionless interactions at scale. Thanks to Coveo for sponsoring this episode! Key Takeaways from the Episode 05:25 | Clarifying AI's Value: How Coveo Drives Relevance at Scale 08:34 | How Coveo's GenAI Supports Industry Leaders Like United Airlines 17:54 | Businesses Want AI That Delivers Real Results 20:58 | How CX Leaders Can Make AI 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.

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related