The Modern Customer Podcast

How does MSC Cruises use AI and 2.5 million guest comments a year to personalize the cruise experience for every traveler? This week on The Modern Customer Podcast, Julie Gregoire, Chief Customer Experience Officer at MSC Cruises, talks about customer experience strategy, AI-powered personalization, and turning guest feedback into growth. Julie joined MSC Cruises in 2022 as its first Chief Customer Experience Officer and oversees the end-to-end guest experience for MSC Cruises and Explora Journeys. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

When a brand's promises outrun its customer experience, trust is the first thing to break. Blake Morgan sits down with Katie Martell, a marketing strategist, speaker and self-described rabble-rouser whose insights have appeared in the BBC, Forbes and The Wall Street Journal. They explore why marketing and CX must work as one team, and how brands can stop making claims and start proving them. Tune in to learn how honesty and better customer experiences build lasting trust. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

This week on The Modern Customer Podcast, Andrea Felixon, Director of Customer Connections at Quoizel, talks about mastering the basics of CX. For nearly a century, Quoizel has delivered beautifully crafted lighting built on quality, trust, and lasting relationships. You'll hear how Andrea's career has taken her through a variety of companies, from luxury retail to airports to hospitality, cable, healthcare, and now the home furnishings industry. You'll also learn how her passion for creating customer-focused cultures brings engaged employees, operational excellence, and thoughtful innovation together to deliver exceptional customer experiences. Listen to the full episode to hear how Andrea puts the fundamentals of customer experience into practice. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 routes connecting 91 cities, how does it keep guest experience strong as it grows? This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares teams for rapid growth and how AI helps them identify opportunities to improve aircraft turnaround efficiency. Catch the full episode! Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast. This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations. We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs' activity at daycare. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com