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 United Airlines, SAP, and Xero thrive with AI, the latest trends in generative AI, and what CX leaders need to know before implementing AI. AI has the power to transform customer experience—but only if it’s built on trusted data and delivers real results. Sheila shares insights on how top companies make AI work, the biggest misconceptions about AI adoption, and why businesses must act now.

Tune in to discover how AI is reshaping CX and what it takes to create personalized, frictionless interactions at scale.

Thanks to Coveo for sponsoring this episode!

05:25 | Clarifying AI’s Value: How Coveo Drives Relevance at Scale
08:34 | How Coveo’s GenAI Supports Industry Leaders Like United Airlines
17:54 | Businesses Want AI That Delivers Real Results
20:58 | How CX Leaders Can Make AI Work

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.

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