Best Contactcenter Podcasts (2025)

1
How the 80/20 Rule, AI, and Leadership Drive Business Growth 33:55

24h ago33:55

33:55

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 From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact ar…

1
Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs 31:04

8d ago31:04

31:04

Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact.…

1
AI-Powered Marketing: How to Personalize Without Overstepping Customer Trust 25:19

15d ago25:19

25:19

87% of customers engage more with personalized emails—yet too much personalization can feel intrusive. This week on The Modern Customer Podcast, Malinda Sandman, Senior Director of Global Acquisition and Partner Marketing at Intuit Mailchimp, shares how brands can use AI responsibly to build trust, increase engagement, and drive results. 📢 Key take…

1
How Coveo’s AI Helps Leading Organizations Personalize at Scale 32:18

22d ago32:18

32:18

This week on The Modern Customer Podcast, I’m joined by Sheila Morin, CMO of Coveo, whose career spans L’Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty. We explore how Coveo helps leading brands like…

1
Building A Customer-Centric Culture Through Operations At T-Mobile 25:10

29d ago25:10

25:10

This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale. With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer …

1
Building a Service Culture: Practical Strategies for Customer Experience Success 27:08

1M ago27:08

27:08

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture. With years of experience studying what makes customer-focused teams thrive, Jeff offers practical str…

1
Proactive Strategies for Customer Success: Personalization, Relationships, and AI 20:28

1M ago20:28

20:28

This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results. Kristi shar…

1
Customer Trust: Why It Matters and How to Measure It 25:42

2M ago25:42

25:42

This week on The Modern Customer Podcast, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share how she’s helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build customer-centric cultures and deliver exceptional experiences at scale. Megan dives into the foundatio…

1
Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively 28:57

2M ago28:57

28:57

This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results. From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower…

1
Innovation and Creativity in Customer Experience: Leading with Purpose in 2025 28:01

2M ago28:01

28:01

This week on The Modern Customer Podcast, Josh Linkner—globally recognized innovation expert, bestselling author, tech entrepreneur, and professional jazz guitarist—shares his insights on how leaders can unlock creativity, overcome fear-driven barriers, and build a culture where bold ideas thrive. From embracing AI as a co-pilot to applying framewo…

1
How Hotels Can Deliver Unforgettable Guest Experiences 28:20

3M ago28:20

28:20

The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay. In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, …

1
Year-End Strategies: Turning Uncertainty Into Opportunity 27:11

3M ago27:11

27:11

This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business. With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on…

1
How Unified Communication Tools Improve Customer Experience in Modern Contact Centers 29:10

3M ago29:10

29:10

This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers. Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or …

1
Inside Samsung’s Customer Experience Strategy 30:10

3M ago30:10

30:10

Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong…

1
How Managing Microstress Can Improve Leadership and Customer Experience 30:08

3M ago30:08

30:08

By Blake Michelle Morgan

1
Mastering High-Performance Leadership: Strategies to Elevate Customer Experience and Empower Teams 30:06

4M ago30:06

30:06

This week on The Modern Customer Podcast, Robert Glazer—entrepreneur, bestselling author, and keynote speaker—shares powerful strategies to master high-performance leadership and elevate customer experience. Robert explores the importance of clarity, accountability, and his four-part framework for building team capacity. He explains how aligning te…

1
7 Strategies for Creating Superfans and Transforming Customer Loyalty 28:39

4M ago28:39

28:39

How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, reveals her proven strategies for building customer loyalty that goes beyond the product. Brittany dives into her SUPER framework, sharing how brands can engage customers on an emotional level, person…

1
5 Ways Jack in the Box’s Marketing Strategy Enhances Customer Experience 31:48

4M ago31:48

31:48

How does a fast-food giant like Jack in the Box stay relevant after 74 years? This week on The Modern Customer Podcast, Ryan Ostrom, Chief Marketing Officer at Jack in the Box, shares how the iconic fast-food brand keeps its customers coming back for more. With experience at GNC, Yum! Brands, Sears, and Reebok, he brings a fresh perspective on mode…

1
Personalized Customer Strategy in the Age of AI: A Five-Part Framework for Driving Growth 28:27

4M ago28:27

28:27

This week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framework for using AI to drive growth based on his book, "Personalized: Customer Strategy in the Age of AI," co-authored with Mark Abrahams. With decades of experience helping top brands enhance their CX, …

1
How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success 29:53

5M ago29:53

29:53

This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management. She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful…

1
Why Great Brands Invest in Employee Experience to Scale Customer Experience 31:36

5M ago31:36

31:36

This week on The Modern Customer Podcast, Calvin Stovall, Chief Experience Officer at Iconic Presentations and hospitality expert, shares insights from his 30-year career in hospitality and how his leadership approach has transformed employee engagement. We discuss the importance of emotionally intelligent leadership in creating a highly engaged wo…

1
The Power of AI in Leadership: Driving Efficiency and Personalization 31:59

5M ago31:59

31:59

We’re celebrating the 400th episode of The Modern Customer Podcast with Henrik Werdelin, co-founder of Bark, founding partner of Prehype! Henrik explores the powerful role of AI in leadership and customer experience, showing how it drives personalization, efficiency, and innovation. From building personalized customer relationships to empowering le…

1
Modernizing The Financial Services Client Experience With AI and Customer Feedback 27:52

5M ago27:52

27:52

In this episode of the Modern Customer Podcast, Jessica Austin, the Chief Digital and Client Experience Officer for TIAA, shares her insights on customer experience innovations, the integration of AI in financial services while maintaining customer trust, the challenges of serving an aging population digitally, and training contact center agents fo…

1
AI’s Impact on Contact Centers: Closing Service Gaps and the Future of Customer Experience 28:58

6M ago28:58

28:58

This week on The Modern Customer Podcast, Cosimo Spera, founder and CEO of Minerva CQ, shares how AI is transforming the way contact centers operate by empowering agents with real-time information and reducing call times for smoother customer interactions. We explore the future of AI in customer experience, discussing how Minerva CQ’s AI copilot he…

1
How AI is Revolutionizing Business Operations and Customer Experience 26:33

6M ago26:33

26:33

This week on The Modern Customer Podcast, John Finch, Global VP of Product Marketing for Customer Experience at RingCentral, shares insider knowledge on how AI is reshaping the future of contact centers, tackling the toughest challenges in customer experience today. We dive into the complexities of bringing AI products to market, the importance of …

1
United Airlines' Guide to Improving Customer Experience Through Technology 28:35

6M ago28:35

28:35

This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer experiences by harnessing the power of AI, mobile apps, and real-time communication—while maintaining a strong focus on customer service. Learn how innovative tools like Agent on Demand and Connectio…

1
Customer Experience at Northwestern Mutual: The Role of AI, Legacy, and Leadership 26:44

6M ago26:44

26:44

This week on The Modern Customer podcast, Christian Mitchell, EVP and Chief Digital and Information Officer at Northwestern Mutual, shares how the company is blending human touch with AI-driven insights to enhance client experiences—balancing more than 165 years of tradition with cutting-edge technology. Discover how leadership, a growth mindset, a…

1
How to Coach for Greatness: Elevating Customer Experience Through Care, Mindset, and Values 28:47

7M ago28:47

28:47

This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management strategies to unlocking your team’s potential. From mastering mindset to improving customer experience, Hugh shares actionable advice on leading with purpose and navigating the complexities of profes…

1
Back-to-School Shopping Insights: Retail Challenges and Customer Experience 20:50

7M ago20:50

20:50

This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-school shopping trends. With over 15 years of experience in retail market research, Lupine also touches on the evolving roles of digital and in-store experiences, the importance of building trust, and the…

1
Overcoming Impossible: How To Lead Like Chef Robert Irvine 29:26

7M ago29:26

29:26

In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achieve lasting business success. Robert Irvine, a celebrity chef, entrepreneur, and author of the book 'Overcoming Impossible’ shares insights on leadership and creating a customer-centric culture, stress…

1
The Third Wave of CX Leverages GenAI and Human Expertise 34:01

7M ago34:01

34:01

A Veteran in Customer Experience Innovation We welcome Mark Honeycutt to this week’s episode of the Digitally Irresistible podcast. Mark has enjoyed a distinguished career, marked by significant contributions to the fields of technology, retail, and service. With over 25 years of experience, he has built a solid reputation for creating exceptional …

1
CVS Health's Journey to Proactive Feedback and Data-Driven CX Improvement 32:11

7M ago32:11

32:11

Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experi…

1
The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages 28:26

7M ago28:26

28:26

The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences. Blake M…

1
Mastering Customer Journey Mapping for Better Business Outcomes 28:28

8M ago28:28

28:28

Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importan…

1
Mastercard's Winning Formula: How a Customer-Centric Approach Drives Success in FinTech 25:43

8M ago25:43

25:43

This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service. With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural sh…

1
Enhancing Customer Experience with AI in Contact Centers 30:33

8M ago30:33

30:33

Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Tele…

1
How iQor India Shapes Global CX Success 11:28

8M ago11:28

11:28

Unveiling iQor India's Strategic Leadership in CX Innovation In this episode of the Digitally Irresistible podcast, we are joined by Maneet Sehgal and Manish Parikh, leaders at iQor India who bring a wealth of expertise in operations and financial services. With over two decades of experience, including 15 years at iQor, Maneet has overseen signifi…

1
Big Bets for Big Wins: Leading Through Extreme Change and Digital Transformation 29:02

8M ago29:02

29:02

This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity. Rossman shares insights f…

1
New Book Out Today! The 8 Laws Of Customer-Focused Leadership 3:49

9M ago3:49

3:49

TODAY’S THE DAY … My new book hits the shelves! There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics. I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer…

1
Transformative Strategies for Customer Experience Excellence 28:10

9M ago28:10

28:10

This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs. Joseph emphasizes…

1
Gain Competitive Edge in AI Through Data Annotation and Labeling 21:49

9M ago21:49

21:49

Unveiling Accelerated Business Success by Unlocking AI Potential We welcome Joe Buggy to this week’s episode of the Digitally Irresistible podcast. As an innovative executive leader with a rich background in operations, business development, and finance, with specialization in the BPO sector, Joe is renowned for his strategic insights. Growing up a…

1
Customer-Centric Marketing: How CMOs Drive Brand Loyalty and Growth 31:59

9M ago31:59

31:59

How does a CMO ensure the customer experience remains at the forefront of their brand's strategy? In this episode of the Modern Customer Podcast, Alison Hiatt, the Chief Marketing Officer and Chief Growth Officer at Vera Bradley Designs Inc., shares her invaluable insights from her journey in marketing, including experiences with iconic brands like…

1
Building a Customer-Centric Marketing Tech Stack: From Personalization to Post-Sale Success 29:26

9M ago29:26

29:26

Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences. In this week's episode of The Modern Customer podcast, Darrel Alfonso, Director of Marketing Strategy and Operations at Indeed.com, shares his expertise in constructing and leveraging a successful marketing technology stack. Blake Mo…

1
How to Break Down Silos and Enhance B2B Customer Experience 30:53

10M ago30:53

30:53

Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynamics. This week on The Modern Customer podcast, John Durocher, Chief Customer Officer at Calix, brings decades of expertise demonstrating how robust infrastructure and strategic restructuring can revoluti…

1
AI-Powered Contact Centers: Elevating Customer Experience and Efficiency 30:32

10M ago30:32

30:32

Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience. Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed thi…

1
A Balanced Approach to CX Leadership With Head and Heart 30:12

10M ago30:12

30:12

The Vital Role of Leadership in Customer Satisfaction We welcome Daniel Burks to this week’s episode of the Digitally Irresistible podcast. As a retail management professional with over two decades of experience in elevating customer experience and service excellence, Daniel brings a perspective on leadership that blends both intellectual and heart…

1
2024 Retail Trends: Deloitte's Outlook on Loyalty, Customer Experience, and GenAI 29:38

10M ago29:38

29:38

The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challenges. Stephen Rogers, Managing Director of Deloitte’s Consumer Industry Center, shares Deloitte's 2024 retail outlook, providing a strategic roadmap for retailers to thrive amidst this shifting landscap…

1
Winning Through Platforms 27:50

10M ago27:50

27:50

Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer journeys. Ted Moser, senior partner at Prophet and author of "Winning Through Platforms," highlights the transformative power of this approach. This week on The Modern Customer podcast, Ted emphasize…

1
Aligning Business Growth with Customer Strategy 32:16

10M ago32:16

32:16

The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable cus…

1
How iQor’s Qoncierge Program Connects Employee Advocacy and Customer Satisfaction 4:58

11M ago4:58

4:58

Creating Onboarding Experiences That Empower New Hires In this episode of iQor’s CX Labs Digitally Irresistible podcast, John Mercer, director of continuous improvement at iQor, delves into iQor’s Qoncierge program, which is dedicated to welcoming newly hired frontline employees. In this role, he supports the Qoncierge team to make sure they have t…

Podcasts Worth a Listen

Contactcenter Podcasts

Podcasts Worth a Listen

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