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The Modern Customer Podcast

The Modern Customer Podcast

Written by: Blake Morgan
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Go behind the scenes with customer experience speaker, and founder of CXO House Blake Morgan to explore the secrets of the world's most customer-centric companies. Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that 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 who provide simple, tangible advice you can immediately apply in 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 for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan. Economics Management Management & Leadership Marketing Marketing & Sales
Episodes
  • Driving 30% Growth With CX At Breeze Airways

    Driving 30% Growth With CX At Breeze Airways
    Oct 13 2026

    Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 routes connecting 91 cities, how does it keep guest experience strong as it grows?

    This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares teams for rapid growth and how AI helps them identify opportunities to improve aircraft turnaround efficiency.

    Catch 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

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    30 mins
  • Must Love Dogs: The Coolest CX Case Study You Haven't Heard Yet

    Must Love Dogs: The Coolest CX Case Study You Haven't Heard Yet
    Oct 6 2026

    Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast.

    This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations.

    We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs' activity at daycare.

    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

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    39 mins
  • How AI Connects Customer Feedback to Business Metrics

    How AI Connects Customer Feedback to Business Metrics
    Sep 29 2026

    Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require action.

    In this episode of The Modern Customer Podcast, Blake Morgan speaks with Skai Kang, Vice President of Customer Success at unitQ, about how AI can unify customer feedback and connect it to the metrics leaders track. Customer feedback creates business value when teams can see it, understand it, and act on it.

    This episode is sponsored by unitQ. Learn more at unitq.com.

    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

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    21 mins
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