The Modern Customer Podcast

How AI Speeds Up Support and Guides Service Teams

When you're handling 120,000 support tickets a year, including requests from truck drivers who need help after hours, AI can fill an important gap. This week on The Mo

American Airlines Is Using AI Across the Customer Journey

From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work

New York Life Is Turning Customer Feedback Into a Decision Engine

For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organ

How Alaska Airlines Is Transforming the Customer Journey With AI

Alaska Airlines is proving that the best CX transformations make complexity disappear for customers. As Alaska Airlines and Hawaiian Airlines moved onto one technology

How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind

FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any of them. Using AI and two petabytes of daily data, FedEx can a

Virgin Atlantic Launches the First Airline App in ChatGPT

Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel? In this episode of The Modern Customer

How End-to-End Testing Builds Better AI Customer Experiences

AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and huma

How TIAA Is Using AI to Personalize the Future of Retirement

Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, Jessica Austin Barker, Chief Digital Officer and Client Expe

Deflection Is Dead: Why Customer Engagement Is the New Goal

What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio, VP of Amazon Connect Customer, makes on this week's episode of T

How to Do More With Less: Future-Proofing Work in an AI-Driven Economy

Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental question: What creates valu

The Power of Pull: How Customer Demand Drives Business Growth

Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and bigger budgets? According to en

AI Digital Workers Are Getting Job Descriptions

This episode is sponsored by Salesforce. One of the most interesting conversations I had at Salesforce Connections was about digital workers. This week on The Modern

How Salesforce Is Bringing AI Agents Into Marketing

This video is sponsored by Salesforce. This week on The Modern Customer Podcast: Amber Armstrong, CMO of Agentforce Applications at Salesforce, joins me for a convers

Airline Customer Satisfaction Improving, ACSI Data Show

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 Custo

Future-Proof: Transform Your Business with AI or Get Left Behind

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

Experience Is Everything: The CX Strategy Gap Behind AI Adoption

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 Cu

American Express on AI-Powered Personalization at Scale

American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium se

Build a Brand Like Trader Joe's: Why Human Interaction Still Drives Customer Loyalty

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 shap

United Airlines' Chief Customer Officer on Scaling CX Through Operations

In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive internatio

CVS Health on Where AI Is Delivering Value in Healthcare

At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics. In this episode of The Modern Customer Podcast, Josh Wein