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

What creates value when AI can do more of the work?

That's one of the biggest ideas from my latest conversation with Sharon Gai, former Alibaba executive and author of How to Do More With Less.

This week on The Modern Customer Podcast, Sharon explains why the companies that succeed with AI won't simply adopt better technology—they'll rethink how work gets done by focusing on people, processes, and the work only humans can do.

If you're leading customer experience, digital transformation, or AI initiatives, I think you'll find this conversation both practical and thought-provoking.

Listen to the full episode now! Get a copy of Sharon Gai's new book, How to Do More With Less: Future-Proofing Yourself in an AI-Driven Economy, for practical strategies on leading through AI-driven change.

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

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 entrepreneur, author, and Harvard Fellow Rob Snyder, the answer isn't a better product. It's customer demand.

In this episode of The Modern Customer Podcast, Blake Morgan sits down with Rob to discuss the ideas behind his new book, The Power of Pull, and why understanding what customers are trying to accomplish is the foundation of business growth.

Rob shares the lessons that led him to develop the PULL Framework, a practical approach to identifying when customers are ready to buy and building products that solve problems customers can't solve with their existing options.

📘 Rob Snyder's new book, The Power of Pull, launches July 7. Pre-order your copy today: robsnyder.org/book

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

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 Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital workers—with defined roles, KPIs, managers, and accountability to drive meaningful business outcomes.

We explore agent-to-agent orchestration, where leaders should start with AI, the importance of trust and governance, and how Salesforce provides the foundation for secure and scalable AI adoption.

If digital workers are becoming part of the workforce, organizations will need new ways to manage, measure, and support them.

🎧 Listen to the full episode.

#SalesforcePartner #Salesforce #DigitalWorkers #AI #AgenticAI #FutureOfWork #Leadership

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

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 conversation recorded live at Salesforce Connections.

Everyone is talking about AI agents. But according to Amber, the biggest question customers are asking is surprisingly simple:

"Where do I start?"

We discuss what's separating companies seeing real results from those still stuck in experimentation, why data readiness matters more than most people realize, and how AI agents are helping marketers engage customers, generate pipeline, and focus more on strategic work.

As Amber explains, the future isn't about replacing marketers. It's about giving them the tools to do more of what humans do best. #SalesforcePartner

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

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