What happens to companies that still treat CX as a competitive edge instead of the core of their business?

Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service.

In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re headed and the five trends you need to act on now:

1. Generative AI is going from hype to help
2. Personalization is really growing up
3. Trust is the new currency
4. Employee experience equals customer experience
5. Speed to value is everything

AI is changing the game, but not because it’s shiny and new. It’s solving real problems, accelerating decisions, and delivering better experiences across the board.

🎧 Listen now to get ahead of what’s next!

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.

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees?

On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale.

We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline.

Ready to see what future-ready CX leadership really looks like? Hit play to hear how Hilton Grand Vacations is using data, AI, and frontline insight to stay ahead.

This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.

Visit www.scayle.com to learn more

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.

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?

On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues.

This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It’s set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America’s largest roadside assistance providers.

Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs!

This episode is sponsored by Replicant.

Ready to experience it yourself? You can talk to Replicant's AI agent right now: 👉 www.replicant.com/showcase

Don't miss this insightful conversation! 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.