The Modern Customer podcast

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Ep. 47 – "Ticketing Chaos Explained: Bots, Brokers & Bold Claims with Joel Schwartz" 46:53

vor 16 Tagen46:53

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46:53

Ep. 47 – Ticketing Chaos Explained: Bots, Brokers & Bold Claims with Joel Schwartz What do Donald Trump, Kid Rock, and a 200% ticket guarantee have in common? They’re all part of the chaotic, misunderstood world of live event ticketing—and veteran ticket broker, founding member of the National Association of Ticket Brokers (NATB) and attorney, Joel Schwartz is here to discuss the current executive order and how it affects ticket brokers and fans. In this high-impact episode, we sit down with one of the original voices in ticket resale to break down what’s really driving the headlines. From political theater to pricing transparency, Schwartz shares insider stories from decades in the game—starting with Lions games in the '70s and stretching all the way to Super Bowl holdbacks, Taylor Swift meltdowns, and FTC policy shifts. In this episode, you'll learn: Why bots aren’t the real problem—and who actually is How “dynamic pricing” impact fans, travel planners, and the entire resale market What the new executive orders and pricing laws could mean for concerts, sports, and festivals How fans, brokers, and platforms can navigate an increasingly complex and competitive marketplace Whether you're a travel professional, ticketing insider, or just a fan tired of hidden fees and vanishing inventory, this episode delivers clarity, context, and a dose of hard truth. Follow us at @Tix2TravelPod on all platforms and subscribe wherever you get your podcasts. www.tttpod.com www.xpotravel.com…

The Modern Customer Podcast

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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.

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The Modern Customer Podcast

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updated vor 2 Tagen

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The Modern Customer Podcast

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How Agentic AI is Reshaping Customer Experience at Scale 26:57

vor 2 Tagen26:57

26:57

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 .…

The Modern Customer Podcast

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People, Purpose, Products: Designing Customer Experiences That Truly Connect 33:27

vor 9 Tagen33:27

33:27

This week on The Modern Customer Podcast , I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that increase response rates by 10% and deliver twice the depth of insight, and why building trust is the foundation for lasting adoption of new technology. 🎧 Tune in for an inspiring conversation on designing experiences your customers will value for years to come. 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 .…

The Modern Customer Podcast

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Inside Crayola’s 120-Year Legacy of Creativity and Customer Experience 21:29

vor 23 Tagen21:29

21:29

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 insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast , Victoria Lozano, Crayola’s Chief Marketing Officer, shares how her team designs meaningful experiences across every touchpoint. 📌 Highlights from the episode: A campaign powered by emotional insight—91% of parents use color to influence their child’s mood Crayola’s award-winning Create and Play app and its role in personalization How the brand connects across generations through in-store, digital, and experiential strategies Why adult creativity and purpose-driven storytelling are key to the future of CX 🎧 Tune in to hear how Crayola transforms emotion into experience—and experience into loyalty. 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 .…

The Modern Customer Podcast

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Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy 27:28

vor 4 weeks27:28

27:28

Verizon’s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast , I’m joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he’s leading Project 624, the company’s largest customer experience transformation yet. In this episode, we cover: ✔️ Why Verizon focused AI on employee pain points first ✔️ How they analyzed the root causes of churn and sales drop-off ✔️ The strategy behind opening 400+ new retail stores ✔️ Why they created a Customer Champion team to resolve long-tail service issues ✔️ How data, EX, and AI fuel continuous CX transformation This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale. Brian’s approach is smart, grounded, and refreshingly tactical. 🎧 Tune in now and share it with your team! 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 .…

The Modern Customer Podcast

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Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy 31:15

vor 5 weeks31:15

31:15

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 Experience Officer of Banking and Lending at UBS, is solving every day. In this episode of The Modern Customer Podcast , Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It’s about protecting relationships and earning loyalty at every step. Inside the episode: Why UBS expanded into credit cards and mortgages How journey mapping helps fix what matters most What it takes to lead CX across legacy systems and siloed teams Why modern CX leaders must be relentless operators—not just visionaries This is a must-listen for CX leaders navigating complexity, scale, and rising expectations. Listen 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 .…

The Modern Customer Podcast

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How Canva Serves 230M+ Users with Customer Experience, AI, and Data 21:05

vor 6 weeks21:05

21:05

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 customer experience simple, human, and aligned? I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their design-driven soul. We talked about: The “bow tie” framework Canva uses to align teams across the full journey Why background remover became their most-used AI feature—and how business users deploy it at scale How Canva blends product-led growth with real human support across global teams Why CXOs must own post-purchase if they want to unlock enterprise value If you're rethinking how to scale CX with AI, data, and design in a high-growth business—this one’s for you. 🎧 Listen to the episode 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 .…

The Modern Customer Podcast

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5 Customer Experience Trends Every Leader Needs to Act On Now 5:54

vor 7 weeks5:54

5:54

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 anymore. It’s a discipline that drives everything: marketing, product, tech, and service. In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re headed and the five trends you need to act on now: Generative AI is going from hype to help Personalization is really growing up Trust is the new currency Employee experience equals customer experience Speed to value is everything AI is changing the game, but not because it’s shiny and new. It’s solving real problems, accelerating decisions, and delivering better experiences across the board. 🎧 Listen now to get ahead of what’s next! 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 .…

The Modern Customer Podcast

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How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts 27:19

vor 8 weeks27:19

27:19

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia , Chief Customer Officer and EVP at Hilton Grand Vacations . Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale. We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline. Ready to see what future-ready CX leadership really looks like? Hit play to hear how Hilton Grand Vacations is using data, AI, and frontline insight to stay ahead. This episode is sponsored by SCAYLE , the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit www.scayle.com to learn more 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 .…

The Modern Customer Podcast

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Experience AI-Powered Customer Service Trained on Half a Billion Calls 37:01

vor 9 weeks37:01

37:01

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like? On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant . We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It’s set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America’s largest roadside assistance providers. Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs! This episode is sponsored by Replicant . Ready to experience it yourself? You can talk to Replicant's AI agent right now: 👉 www.replicant.com/showcase Don't miss this insightful conversation! 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 .…

The Modern Customer Podcast

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Hospitality Leadership and the Culture That Powers Great Customer Experience 27:48

vor 10 weeks27:48

27:48

What does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts. With experience at Disney, Gaylord Hotels, Wynn Las Vegas, and The Cosmopolitan, Taylor now helps Fortune 500 companies build values-driven cultures that deliver real results. This conversation draws from his forthcoming book, Give Hospitality, focused on leading through values and culture. Key takeaways from the episode: • How five core values drive meaningful customer and employee interactions every day • Why lasting loyalty is built through human connection, not just operational efficiency • How inclusive cultures unlock higher performance, engagement, and innovation • What every leader can take from hospitality to create a more people-centered, service-driven culture Listen now to The Modern Customer Podcast to discover how hospitality leadership can elevate how your organization serves, connects, and grows. This episode is sponsored by SCAYLE Commerce Engine, the flexible and scalable eCommerce platform built to grow enterprise brands pain free. Visit www.scayle.com to learn more 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 .…

The Modern Customer Podcast

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Prudential’s 150-Year Culture of Customer Experience Leadership 25:15

vor 11 weeks25:15

25:15

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 CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week’s episode of The Modern Customer Podcast , Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions ✔️ Operationalizes voice-of-the-customer company-wide ✔️ Pilots agentic AI to streamline service at scale ✔️ Maintains trust in a highly regulated industry 🎧 Tune in now and learn how a legacy brand stays future-focused. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit www.scayle.com to learn more 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 .…

The Modern Customer Podcast

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Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience 22:36

vor 12 weeks22:36

22:36

How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode: ✅ Making customer experience visible in a behind-the-scenes industry ✅ A hub-and-spoke model for company-wide CX ownership ✅ Using AI to support agents and solve complex issues ✅ Leading cultural transformation post-acquisition 🎧 If you’re building CX in essential services, utilities, or complex industries, this episode is packed with insight and inspiration. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit www.scayle.com to learn more 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 .…

The Modern Customer Podcast

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How AI Powers Science, the Workplace, and Real-World Impact 33:13

vor 13 weeks33:13

33:13

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 with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together. We explore: ✅ How AI accelerates mRNA drug development ✅ How it boosts workplace creativity and smarter decision-making ✅ How it empowers caregivers to act with confidence ✅ What leaders must do to guide responsible adoption at scale Moderna’s approach shows what it really looks like to put AI into practice across science, the workplace, and human experience. 👉 Tune in now to hear how AI moves from pilot to impact. This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free. Visit www.scayle.com to learn more 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 .…

The Modern Customer Podcast

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The AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for Service 7:34

vor 14 weeks7:34

7:34

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 learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they’re building AI that scales globally and enhances every human interaction it touches. 🎧 Listen in for: ◦ Why AI needs guardrails, not guesswork ◦ The “smart intern” approach to responsible AI ◦ How Zendesk blends automation with emotional intelligence This is how great service gets smarter, faster and more human. Don’t miss this short, smart conversation on AI that works. 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 .…

The Modern Customer Podcast

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Reimagining Healthcare Experience Through Feedback and AI 12:24

vor 15 weeks12:24

12:24

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, Heather Brace , Chief People Officer at Intermountain Health , shares how her team is transforming both patient and employee experience. By combining the power of AI with real-time employee feedback, they’re building a more connected, responsive, and human-centered healthcare system. In this conversation, Heather shares: ✔️ How AI is helping doctors stay present and build trust with patients ✔️ Why transparent feedback is reshaping leadership culture ✔️ What it takes to create an experience-first organization at scale This episode is packed with insight for leaders who believe technology should enhance empathy, not replace it. 🎧 Tune in to learn how feedback and AI are reshaping healthcare from the inside out. 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 .…

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