The Modern Customer Podcast

Airline customer satisfaction increased 3% year over year.
That's one of the strongest gains across the travel sector, according to new research from the American Customer Satisfaction Index (ACSI).
This week on The Modern Customer Podcast, Forrest Morgeson, Director of Research Emeritus at ACSI, shares what's driving those gains and how airlines are improving across multiple customer touchpoints—from mobile apps and reservations to in-flight internet and access to information throughout the travel journey.
🎧 Listen to the conversation and explore the latest ACSI Travel Study.


Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com

Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology.
This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of Future-Proof: Transform Your Business with AI or Get Left Behind, shares practical ways companies can use AI to accelerate innovation, improve customer experience, and prepare for the future of work.
We also discuss why successful AI adoption depends as much on leadership, employee buy-in, and culture as it does on the technology itself.
🎧 Catch the full episode and check out Michael's book, Future-Proof: Transform Your Business with AI or Get Left Behind.


Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com

Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference.
This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience.
Drawing from her book Experience Is Everything, she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes.
🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era.


Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com

American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service.
This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global Servicing at American Express, shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations.
A thoughtful conversation on how leading brands are using AI to reduce friction, strengthen customer relationships, and scale premium service across global operations.
🎧 Listen to the full episode!


Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com

Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform.
At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store interaction and human connection.
This week on The Modern Customer Podcast, Mark Gardiner, author of Build a Brand Like Trader Joe's, shares insights from his experience working inside the company and what it reveals about delivering customer experience through people.
🎧 Watch the full episode to see where human interaction still creates value and how it can drive customer loyalty.
Grab a copy of Mark Gardiner's book, Build a Brand Like Trader Joe's


Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com