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.

With experience at Disney, Gaylord Hotels, Wynn Las Vegas, and The Cosmopolitan, Taylor now helps Fortune 500 companies build values-driven cultures that deliver real results.

This conversation draws from his forthcoming book, Give Hospitality, focused on leading through values and culture.

Key takeaways from the episode:
• How five core values drive meaningful customer and employee interactions every day
• Why lasting loyalty is built through human connection, not just operational efficiency
• How inclusive cultures unlock higher performance, engagement, and innovation
• What every leader can take from hospitality to create a more people-centered, service-driven culture

Listen now to The Modern Customer Podcast to discover how hospitality leadership can elevate how your organization serves, connects, and grows.

This episode is sponsored by SCAYLE Commerce Engine, the flexible and scalable eCommerce platform built to grow enterprise brands pain free.

Visit www.scayle.com to learn more

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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.

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 Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions
✔️ Operationalizes voice-of-the-customer company-wide
✔️ Pilots agentic AI to streamline service at scale
✔️ Maintains trust in a highly regulated industry

🎧 Tune in now and learn how a legacy brand stays future-focused.

This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.

Visit www.scayle.com to learn more

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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.

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, proactive experiences that build trust, even in a space customers rarely think about.

Key topics in this episode:

✅ Making customer experience visible in a behind-the-scenes industry

✅ A hub-and-spoke model for company-wide CX ownership

✅ Using AI to support agents and solve complex issues

✅ Leading cultural transformation post-acquisition

🎧 If you’re building CX in essential services, utilities, or complex industries, this episode is packed with insight and inspiration.

This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.

Visit www.scayle.com to learn more

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.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.