Want to grow your business by focusing on what truly matters? The 80/20 rule helps leaders and customer experience professionals prioritize high-impact areas, maximize efficiency, and drive profitability. In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of... Read more » The post How the 80/20 Rule, AI, and Leadership Drive Business Growth appeared first on Blake Morgan ..read more

   For many CX leaders, AI sounds promising, but proving its ROI is the real challenge. How do you measure its impact beyond automation—ensuring it reduces costs, enhances efficiency, and improves customer satisfaction? That’s exactly the challenge Michelle Lewis-Miller, Vice President, Head of Strategy & Transformation at SAP Concur, set out to solve. On this... Read more » The post Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs appeared first on Blake ..read more

   Marketing today isn’t just about pushing out content—it’s about understanding customer needs and delivering relevant, valuable experiences. AI is making personalization smarter, automation seamless, and insights more actionable. But where do we draw the line between personalization and intrusion? Mailchimp’s latest research found that 87% of customers engage more with personalized emails, and segmented... Read more » The post AI-Powered Marketing: How to Personalize Without Overstepping Cus ..read more

   A strong AI strategy starts with trusted, relevant data—without it, AI risks automating without understanding. Yet, many businesses still use AI that delivers generic answers, lacks context, and frustrates users.  Coveo is changing that. By combining retrieval-augmented generation (RAG) and semantic search, Coveo ensures AI delivers the right answer to the right person at... Read more » The post How Coveo’s AI Helps Leading Organizations Personalize at Scale appeared first on Blake Morg ..read more

   What does it take to scale customer-centric culture across an entire company? In this episode of The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how T-Mobile empowers employees, streamlines operations, and uses AI to enhance customer service. Kimberly has been with T-Mobile for nearly 20 years, witnessing... Read more » The post Building A Customer-Centric Culture Through Operations At T-Mobile appeared first on Blake Morgan ..read more

   Many leaders want to improve customer experience, but they struggle to find the time, resources, or strategies that make a real impact. The best organizations don’t rely on one-time initiatives or complex programs—they build customer-focused cultures through small, consistent actions that empower employees to deliver great service. So, what separates companies that get it... Read more » The post Building a Service Culture: Practical Strategies for Customer Experience Success appeared first on ..read more

   Customer success is a proactive strategy designed to help clients reach their goals while strengthening long-term partnerships. Especially in SaaS, it’s about going beyond problem-solving and taking a consultative approach to create meaningful outcomes. By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustained... Read more » The post Proactive Strategies for Customer Success: Personalization, Re ..read more

   Measuring customer trust is one of the biggest challenges businesses face today. Trust is critical to building strong customer relationships, but many companies struggle to define it, let alone measure it in a way that drives meaningful change. In this episode of The Modern Customer Podcast, I sit down with Megan Burns, a Fortune... Read more » The post Customer Trust: Why It Matters and How to Measure It appeared first on Blake Morgan ..read more

   Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies.  The challenge often lies in over-planning—lengthy consulting cycles and ambitious strategies that fail to keep pace with the ever-evolving technology. In this episode of The Modern Customer Podcast, I sit... Read more » The post Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively appeared fi ..read more

   As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. With industries becoming increasingly competitive and technology advancing at an unprecedented pace, leaders must think differently, solve problems creatively, and design experiences that leave a lasting impact. In this episode of The Modern Customer... Read more » The post Innovation and Creativity in Customer Experience: Leading with Purpose in 2025 appeare ..read more