Best Contactcenter Podcasts (2025)

1
How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth 30:59

10h ago30:59

30:59

This week on The Modern Customer podcast, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, shares the strategy that transformed their organization. The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO role is responsible for making sure the brand's promise…

1
AI's Impact on The Chief Experience Officer Role 25:36

2d ago25:36

25:36

This week on The Modern Customer podcast, Valarie Vest, EVP and Chief Experience Officer at Cambridge Investment Research, shares a strategic view of the transformative power of AI and its profound impact on the CXO role. As Cambridge's first CXO, Valarie highlights the crucial importance of a people-first approach amid rapid technological advancem…

1
Converting Operational Excellence into Growth with WM 28:42

9d ago28:42

28:42

WM serves 20 million customers by executing a unified, purpose-driven strategy. But how does a company of this scale truly guarantee reliable service? This week on The Modern Customer Podcast, Michael Watson, SVP and Chief Customer Officer at WM, explains this strategy. He details the company's unique operational model, which integrates sales, reve…

1
How Enterpret's AI Unifies Feedback for Faster CX Decisions 33:10

16d ago33:10

33:10

This week on The Modern Customer Podcast, I'm joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva. We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including: ✅ Unifying …

1
Zurich's Chief Customer Officer on Taking Insurance Beyond Protection 26:09

23d ago26:09

26:09

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher, saw a massive growth opportunity. This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Grou…

1
B2B CX at Scale: Inside the World's Largest Logistics Real Estate Network 26:58

1M ago26:58

26:58

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, Scott Marshall, Chief Customer Officer at Prologis, shares how he drove the service model transformation surrounding i…

1
Leveraging Everyday AI to Transform the Customer Relationship 29:50

1M ago29:50

29:50

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don't do well, so people can focus on what they do best—building authentic customer relationships. This week on The Modern Customer Podcast, Henrik Werdel…

1
How Emotional Connection Powers Luxury In Customer Experience 28:36

2M ago28:36

28:36

Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can t…

1
Therabody's Transformation Into a Customer-First Brand 30:28

2M ago30:28

30:28

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 expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that…

1
How Aflac Balances AI and Empathy to Drive CX ROI 26:07

2M ago26:07

26:07

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 customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer tru…

1
Lenovo's CXO on Driving Business Growth Through Total Experience 27:14

2M ago27:14

27:14

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, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of "Smarter Technology for All,…

1
AT&T's CX Strategy to Manage 100 Million Customers 29:45

3M ago29:45

29:45

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, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T's first Chief Customer Officer, launching its customer-centric transform…

1
Turning Customer Conversations Into Business Value With Voice AI 31:31

3M ago31:31

31:31

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 drive growth. On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how comp…

1
How Agentic AI is Reshaping Customer Experience at Scale 26:57

3M ago26:57

26:57

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 chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CE…

1
People, Purpose, Products: Designing Customer Experiences That Truly Connect 33:27

3M ago33:27

33:27

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 experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that incre…

1
Inside Crayola's 120-Year Legacy of Creativity and Customer Experience 21:29

4M ago21:29

21:29

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 storytelling. In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola's Chief Marketing Officer, shares how her team designs meaningful experien…

1
Verizon's CXO on Rebuilding Customer Experience With an Employee-First Strategy 27:28

4M ago27:28

27:28

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 joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from ne…

1
Balancing Trust and Technology: Inside UBS's Customer Experience Strategy 31:15

4M ago31:15

31:15

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 solving every day. In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch …

1
How Canva Serves 230M+ Users with Customer Experience, AI, and Data 21:05

4M ago21:05

21:05

Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year. So how does a company at that scale keep customer experience simple, human, and aligned? I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they're scaling CX, sales, and support—without losing their design-driven soul. We t…

1
5 Customer Experience Trends Every Leader Needs to Act On Now 5:54

5M ago5:54

5:54

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 hea…

1
How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts 27:19

5M ago27:19

27:19

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, p…

1
Experience AI-Powered Customer Service Trained on Half a Billion Calls 37:01

5M ago37:01

37:01

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 t…

1
Hospitality Leadership and the Culture That Powers Great Customer Experience 27:48

5M ago27:48

27:48

What does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts. Wit…

1
Prudential's 150-Year Culture of Customer Experience Leadership 25:15

6M ago25:15

25:15

How does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week's episode of The Modern Custome…

1
Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience 22:36

6M ago22:36

22:36

How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proa…

1
How AI Powers Science, the Workplace, and Real-World Impact 33:13

6M ago33:13

33:13

What happens when AI becomes part of everyone's job, from the research lab to daily workflows? In this episode of The Modern Customer Podcast, I speak with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together. We explore: ✅ How AI accelerates mRNA drug development ✅ H…

1
The AI Powering 5 Billion Customer Resolutions—and the Future It's Creating for Service 7:34

6M ago7:34

7:34

What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineerin…

1
Reimagining Healthcare Experience Through Feedback and AI 12:24

7M ago12:24

12:24

The future of healthcare isn't just digital—it's deeply human. And AI is helping make that possible. This week on The Modern Customer Podcast, Heather Brace, Chief People Officer at Intermountain Health, shares how her team is transforming both patient and employee experience. By combining the power of AI with real-time employee feedback, they're b…

1
Why Most AI in CX Is Missing the Mark—and What Comes Next 18:13

7M ago18:13

18:13

Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions. That's where most GenAI tools fall short—and where agentic AI steps i…

1
How Creative Thinking Unlocks the True Power of AI in CX 11:32

7M ago11:32

11:32

The missing piece in AI-powered CX? Creative thinking. This week on The Modern Customer Podcast, I'm joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas. We explore why AI alone isn't enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation. Inside the e…

1
The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership 22:17

7M ago22:17

22:17

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this rese…

1
Agentic AI, Customer Resolution, and the Future of Zendesk's CX Vision 12:20

7M ago12:20

12:20

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what's next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk's new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic A…

1
What Drives Customers to Buy—And What Holds Them Back 31:54

8M ago31:54

31:54

This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers fo…

1
Inside Walmart's EX Strategy: How 2.1 Million Associates Are Powering CX Innovation 18:19

8M ago18:19

18:19

This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City. We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers. If you lead CX, EX, or d…

1
AI and CX: The Shift Toward Smarter, Seamless Service 36:02

8M ago36:02

36:02

AI is no longer a future concept—it's here, transforming how businesses operate and how customers engage. In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it. Zack shares his insi…

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

8M 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

8M 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

9M 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

9M 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

9M 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

9M 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

10M 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

10M 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

10M 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

10M 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

11M 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

11M 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

11M 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

11M 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

11M ago30:08

30:08

This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it. Karen unpacks the impact of these small, e…

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