• The Modern Customer Podcast

  • 著者： Blake Morgan
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The Modern Customer Podcast

著者： Blake Morgan
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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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あらすじ・解説

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.
エピソード
  • How Creative Thinking Unlocks the True Power of AI in CX

    How Creative Thinking Unlocks the True Power of AI in CX
    2025/04/15

    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 Zendesk Relate conference in Las Vegas.

    We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation.

    Inside the episode:

    ✔️ RAG: The new standard for self-service
    ✔️ Agent co-pilots that reduce training time
    ✔️ Smarter automation that actually delivers

    🎧 Listen now and let me know how you’re combining creativity with AI in your own 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.

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    12 分
  • The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership

    The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership
    2025/04/08

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

    On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation.

    Key insights from the report:

    • 77% of executives say CX is a top strategic priority

    • 72% believe AI will fundamentally reshape CX within three years

    • Yet only 12% have a coordinated AI strategy

    • Only 15% of executives feel ready to lead AI transformation in their industry

    This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale.

    Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/

    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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    22 分
  • Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision

    Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision
    2025/04/03

    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 outcomes, not tickets.

    The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include:

    ✅ The shift from interactions to real resolution
    ✅ Agentic AI that acts, adapts, and anticipates
    ✅ A business model that only wins if customers do
    ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch

    If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what’s possible.
    🎧 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.

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    12 分

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