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, CEO of Cyara, about how Cyara’s AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer.

We cover:
✅ How to scale AI without sacrificing trust
✅ Building guardrails for compliance and transparency from day one
✅ Preventing silent failures that cost millions

🎧 Listen now to learn how leading enterprises deploy agentic AI at scale with confidence.
Learn more: https://cyara.com/

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.

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 increase response rates by 10% and deliver twice the depth of insight, and why building trust is the foundation for lasting adoption of new technology.

🎧 Tune in for an inspiring conversation on designing experiences your customers will value for years to come.

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.

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 experiences across every touchpoint.

📌 Highlights from the episode:

• A campaign powered by emotional insight—91% of parents use color to influence their child’s mood

• Crayola’s award-winning Create and Play app and its role in personalization

• How the brand connects across generations through in-store, digital, and experiential strategies

• Why adult creativity and purpose-driven storytelling are key to the future of CX

🎧 Tune in to hear how Crayola transforms emotion into experience—and experience into loyalty.

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.