The Modern Customer Podcast
1) Therabody’s Transformation Into a Customer-First Brand
This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting from product-first to customer-first, Therabody expa...Show More
2) How Aflac Balances AI and Empathy to Drive CX ROI
This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform custo...Show More
3) Lenovo’s CXO on Driving Business Growth Through Total Experience
This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo, a $69B company operating in 180 markets, alig...Show More
4) AT&T’s CX Strategy to Manage 100 Million Customers
AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus. On this week’s Modern Customer Podcast, Jenifer Robertson,...Show More
5) Turning Customer Conversations Into Business Value With Voice AI
Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and dr...Show More
6) How Agentic AI is Reshaping Customer Experience at Scale
AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and c...Show More
7) People, Purpose, Products: Designing Customer Experiences That Truly Connect
This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer exper...Show More
8) Inside Crayola’s 120-Year Legacy of Creativity and Customer Experience
What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it’s a creative ecosystem built on emotional insight, personalization, and purposeful storytellin...Show More
9) Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
Verizon’s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I’m jo...Show More
10) Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
How do you modernize customer experience in a legacy industry without losing the trust it was built on? That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is...Show More