The Modern Customer Podcast

Vanguard's Client-First Approach to Building Trust at Scale

24 Mar 2026

Contributed by Lukas

At Vanguard, every investment is centered on client needs—but delivering that consistently at scale takes more than intent. In this week's episode o...

The CX Strategy Behind Bimbo Bakeries' 12,000 Delivery Routes

17 Mar 2026

Contributed by Lukas

At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them. That means keeping she...

Unifying the Contact Center: Salesforce's Agentic AI Vision for Customer Service

10 Mar 2026

Contributed by Lukas

Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on to...

Service at Scale: The AI Model Driving Sales and Loyalty

03 Mar 2026

Contributed by Lukas

Service economics have long depended on headcount. Scale meant higher cost, and capacity constrained performance. AI changes that. This week on The Mo...

What the American Customer Satisfaction Index Reveals About 2026

24 Feb 2026

Contributed by Lukas

New data from the American Customer Satisfaction Index reveals nearly a decade of stagnation, a narrowing gap between top and bottom performers, and r...

Powering Connected Customer Conversations with Agentic Voice AI

17 Feb 2026

Contributed by Lukas

Customer conversations generate value. Yet most organizations never connect that value to action. Context gets lost across channels, and next steps ne...

How CAVA Integrates Hospitality, Experience, and Rewards at Scale

10 Feb 2026

Contributed by Lukas

As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer, Andrew Rebhun, Chief Experience Officer at ...

How Great CX Turns Customers Into Superfans

03 Feb 2026

Contributed by Lukas

Great customer experience doesn't lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience i...

What CX Leaders Can Learn From The Laws of Employee Experience

27 Jan 2026

Contributed by Lukas

Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question ...

Winning with AI Without an AI Strategy

20 Jan 2026

Contributed by Lukas

    Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called Th...

How AI Is Changing How Customer Bugs Get Resolved

13 Jan 2026

Contributed by Lukas

As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience. In this...

How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX

06 Jan 2026

Contributed by Lukas

In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 ban...

Leading Experience as a CXO Inside One of America's Largest Health Systems

30 Dec 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale. As SVP and Chief Experience Offic...

DHL Sets the Pace for AI-Driven Logistics Innovation

16 Dec 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Will Heywood, Chief Customer Officer of DHL Supply Chain North America, shares how the world's largest contr...

How CX-Aligned Leadership Shapes Patient Experience in Kidney Care

09 Dec 2025

Contributed by Lukas

Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explor...

How Memorial Hermann Uses AI to Redesign Patient Experience

02 Dec 2025

Contributed by Lukas

How is one of the largest health systems in Texas using AI to transform patient experience? This episode of The Modern Customer Podcast explores how M...

CX and AI Transformation at The Hershey Company

25 Nov 2025

Contributed by Lukas

The Hershey Company is transforming faster than ever—proving how CX and AI can modernize a 130-year-old brand at scale. This week on The Modern Cust...

Me, My Customer, and AI: Scaling Customer Relationships with AI

18 Nov 2025

Contributed by Lukas

AI is reshaping how companies build and scale customer relationships. In this episode of The Modern Customer podcast, learn how to use AI to strengthe...

How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth

11 Nov 2025

Contributed by Lukas

This week on The Modern Customer podcast, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, shares the st...

AI's Impact on The Chief Experience Officer Role

04 Nov 2025

Contributed by Lukas

This week on The Modern Customer podcast, Valarie Vest, EVP and Chief Experience Officer at Cambridge Investment Research, shares a strategic view of ...

Converting Operational Excellence into Growth with WM

28 Oct 2025

Contributed by Lukas

WM serves 20 million customers by executing a unified, purpose-driven strategy. But how does a company of this scale truly guarantee reliable service?...

How Enterpret's AI Unifies Feedback for Faster CX Decisions

21 Oct 2025

Contributed by Lukas

This week on The Modern Customer Podcast, I'm joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intellige...

Zurich's Chief Customer Officer on Taking Insurance Beyond Protection

14 Oct 2025

Contributed by Lukas

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, ...

B2B CX at Scale: Inside the World's Largest Logistics Real Estate Network

07 Oct 2025

Contributed by Lukas

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...

Leveraging Everyday AI to Transform the Customer Relationship

30 Sep 2025

Contributed by Lukas

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies i...

How Emotional Connection Powers Luxury In Customer Experience

23 Sep 2025

Contributed by Lukas

Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Ga...

Therabody's Transformation Into a Customer-First Brand

16 Sep 2025

Contributed by Lukas

This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting fr...

How Aflac Balances AI and Empathy to Drive CX ROI

09 Sep 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how th...

Lenovo's CXO on Driving Business Growth Through Total Experience

02 Sep 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Len...

AT&T's CX Strategy to Manage 100 Million Customers

26 Aug 2025

Contributed by Lukas

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 ...

Turning Customer Conversations Into Business Value With Voice AI

19 Aug 2025

Contributed by Lukas

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed  into...

How Agentic AI is Reshaping Customer Experience at Scale

12 Aug 2025

Contributed by Lukas

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that...

People, Purpose, Products: Designing Customer Experiences That Truly Connect

05 Aug 2025

Contributed by Lukas

This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Produ...

Inside Crayola's 120-Year Legacy of Creativity and Customer Experience

22 Jul 2025

Contributed by Lukas

What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it's a creative ecosystem built on emotional ...

Verizon's CXO on Rebuilding Customer Experience With an Employee-First Strategy

15 Jul 2025

Contributed by Lukas

Verizon's customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On t...

Balancing Trust and Technology: Inside UBS's Customer Experience Strategy

08 Jul 2025

Contributed by Lukas

How do you modernize customer experience in a legacy industry without losing the trust it was built on? That's the challenge Allison Landers, Chief Ex...

How Canva Serves 230M+ Users with Customer Experience, AI, and Data

01 Jul 2025

Contributed by Lukas

Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year. So how does a company at that scale keep custom...

5 Customer Experience Trends Every Leader Needs to Act On Now

24 Jun 2025

Contributed by Lukas

What happens to companies that still treat CX as a competitive edge instead of the core of their business? Customer experience isn't a department anym...

How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts

17 Jun 2025

Contributed by Lukas

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Custome...

Experience AI-Powered Customer Service Trained on Half a Billion Calls

10 Jun 2025

Contributed by Lukas

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?  On the latest Modern Customer Podcast, I chat with Benj...

Hospitality Leadership and the Culture That Powers Great Customer Experience

03 Jun 2025

Contributed by Lukas

What does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestsel...

Prudential's 150-Year Culture of Customer Experience Leadership

27 May 2025

Contributed by Lukas

How does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of...

Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience

20 May 2025

Contributed by Lukas

How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Offic...

How AI Powers Science, the Workplace, and Real-World Impact

13 May 2025

Contributed by Lukas

What happens when AI becomes part of everyone's job, from the research lab to daily workflows? In this episode of The Modern Customer Podcast, I speak...

The AI Powering 5 Billion Customer Resolutions—and the Future It's Creating for Service

06 May 2025

Contributed by Lukas

What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It le...

Reimagining Healthcare Experience Through Feedback and AI

29 Apr 2025

Contributed by Lukas

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, Heath...

Why Most AI in CX Is Missing the Mark—and What Comes Next

22 Apr 2025

Contributed by Lukas

Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 2...

How Creative Thinking Unlocks the True Power of AI in CX

15 Apr 2025

Contributed by Lukas

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 $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership

08 Apr 2025

Contributed by Lukas

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillio...

Agentic AI, Customer Resolution, and the Future of Zendesk's CX Vision

03 Apr 2025

Contributed by Lukas

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 outco...

What Drives Customers to Buy—And What Holds Them Back

01 Apr 2025

Contributed by Lukas

This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emoti...

Inside Walmart's EX Strategy: How 2.1 Million Associates Are Powering CX Innovation

25 Mar 2025

Contributed by Lukas

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 ...

AI and CX: The Shift Toward Smarter, Seamless Service

18 Mar 2025

Contributed by Lukas

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 Pod...

How the 80/20 Rule, AI, and Leadership Drive Business Growth

11 Mar 2025

Contributed by Lukas

In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and...

Proving AI's ROI: How SAP Concur Transformed Customer Support & Reduced Costs

04 Mar 2025

Contributed by Lukas

Can AI actually improve customer experience while reducing costs? SAP Concur's results say yes. This week on The Modern Customer Podcast, Michelle Lew...

AI-Powered Marketing: How to Personalize Without Overstepping Customer Trust

25 Feb 2025

Contributed by Lukas

87% of customers engage more with personalized emails—yet too much personalization can feel intrusive. This week on The Modern Customer Podcast, Mal...

How Coveo's AI Helps Leading Organizations Personalize at Scale

18 Feb 2025

Contributed by Lukas

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-...

Building A Customer-Centric Culture Through Operations At T-Mobile

11 Feb 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experien...

Building a Service Culture: Practical Strategies for Customer Experience Success

04 Feb 2025

Contributed by Lukas

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learn...

Proactive Strategies for Customer Success: Personalization, Relationships, and AI

28 Jan 2025

Contributed by Lukas

  This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she's trans...

Customer Trust: Why It Matters and How to Measure It

21 Jan 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share...

Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively

14 Jan 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strat...

Innovation and Creativity in Customer Experience: Leading with Purpose in 2025

07 Jan 2025

Contributed by Lukas

This week on The Modern Customer Podcast, Josh Linkner—globally recognized innovation expert, bestselling author, tech entrepreneur, and professiona...

How Hotels Can Deliver Unforgettable Guest Experiences

30 Dec 2024

Contributed by Lukas

The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn't just about elegant...

Year-End Strategies: Turning Uncertainty Into Opportunity

23 Dec 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strate...

How Unified Communication Tools Improve Customer Experience in Modern Contact Centers

17 Dec 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified com...

Inside Samsung's Customer Experience Strategy

10 Dec 2024

Contributed by Lukas

Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings t...

How Managing Microstress Can Improve Leadership and Customer Experience

03 Dec 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insig...

Mastering High-Performance Leadership: Strategies to Elevate Customer Experience and Empower Teams

26 Nov 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Robert Glazer—entrepreneur, bestselling author, and keynote speaker—shares powerful strategies to master...

7 Strategies for Creating Superfans and Transforming Customer Loyalty

19 Nov 2024

Contributed by Lukas

How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, ...

5 Ways Jack in the Box's Marketing Strategy Enhances Customer Experience

12 Nov 2024

Contributed by Lukas

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...

Personalized Customer Strategy in the Age of AI: A Five-Part Framework for Driving Growth

05 Nov 2024

Contributed by Lukas

This week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framew...

How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success

29 Oct 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI,...

Why Great Brands Invest in Employee Experience to Scale Customer Experience

22 Oct 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Calvin Stovall, Chief Experience Officer at Iconic Presentations and hospitality expert, shares insights fro...

The Power of AI in Leadership: Driving Efficiency and Personalization

15 Oct 2024

Contributed by Lukas

We're celebrating the 400th episode of The Modern Customer Podcast with Henrik Werdelin, co-founder of Bark, founding partner of Prehype! Henrik explo...

Modernizing The Financial Services Client Experience With AI and Customer Feedback

08 Oct 2024

Contributed by Lukas

In this episode of the Modern Customer Podcast, Jessica Austin, the Chief Digital and Client Experience Officer for TIAA, shares her insights on...

AI's Impact on Contact Centers: Closing Service Gaps and the Future of Customer Experience

01 Oct 2024

Contributed by Lukas

  This week on The Modern Customer Podcast, Cosimo Spera, founder and CEO of Minerva CQ, shares how AI is transforming the way contact center...

How AI is Revolutionizing Business Operations and Customer Experience

24 Sep 2024

Contributed by Lukas

This week on The Modern Customer Podcast, John Finch, Global VP of Product Marketing for Customer Experience at RingCentral, shares insider knowledge ...

United Airlines' Guide to Improving Customer Experience Through Technology

17 Sep 2024

Contributed by Lukas

This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer...

Customer Experience at Northwestern Mutual: The Role of AI, Legacy, and Leadership

10 Sep 2024

Contributed by Lukas

This week on The Modern Customer podcast, Christian Mitchell, EVP and Chief Digital and Information Officer at Northwestern Mutual, shares how the com...

How to Coach for Greatness: Elevating Customer Experience Through Care, Mindset, and Values

03 Sep 2024

Contributed by Lukas

This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management...

Back-to-School Shopping Insights: Retail Challenges and Customer Experience

27 Aug 2024

Contributed by Lukas

This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-scho...

Overcoming Impossible: How To Lead Like Chef Robert Irvine

20 Aug 2024

Contributed by Lukas

In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achie...

CVS Health's Journey to Proactive Feedback and Data-Driven CX Improvement

13 Aug 2024

Contributed by Lukas

Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies ...

The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages

06 Aug 2024

Contributed by Lukas

The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO o...

Mastering Customer Journey Mapping for Better Business Outcomes

30 Jul 2024

Contributed by Lukas

Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and busi...

Mastercard's Winning Formula: How a Customer-Centric Approach Drives Success in FinTech

23 Jul 2024

Contributed by Lukas

This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong te...

Enhancing Customer Experience with AI in Contact Centers

16 Jul 2024

Contributed by Lukas

Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, ...

Big Bets for Big Wins: Leading Through Extreme Change and Digital Transformation

09 Jul 2024

Contributed by Lukas

This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leader...

New Book Out Today! The 8 Laws Of Customer-Focused Leadership

02 Jul 2024

Contributed by Lukas

TODAY'S THE DAY … My new book hits the shelves! There are many leadership books, and there are many customer experience and customer service books. ...

Transformative Strategies for Customer Experience Excellence

25 Jun 2024

Contributed by Lukas

This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experienc...

Customer-Centric Marketing: How CMOs Drive Brand Loyalty and Growth

18 Jun 2024

Contributed by Lukas

How does a CMO ensure the customer experience remains at the forefront of their brand's strategy? In this episode of the Modern Customer Podcast, Alis...

Building a Customer-Centric Marketing Tech Stack: From Personalization to Post-Sale Success

12 Jun 2024

Contributed by Lukas

Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences.  In this week's episode of The M...

How to Break Down Silos and Enhance B2B Customer Experience

04 Jun 2024

Contributed by Lukas

Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynami...

AI-Powered Contact Centers: Elevating Customer Experience and Efficiency

28 May 2024

Contributed by Lukas

Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to...

2024 Retail Trends: Deloitte's Outlook on Loyalty, Customer Experience, and GenAI

21 May 2024

Contributed by Lukas

The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challeng...

Winning Through Platforms

14 May 2024

Contributed by Lukas

Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer...

Aligning Business Growth with Customer Strategy

07 May 2024

Contributed by Lukas

The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer rete...

Setting Sail for Success: Customer Experience Lessons from the Cruise Industry

30 Apr 2024

Contributed by Lukas

Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinati...

How to Manage CX Teams in Times of Change with Dale Carnegie's CEO

23 Apr 2024

Contributed by Lukas

Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, em...