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.

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
✅ How it boosts workplace creativity and smarter decision-making
✅ How it empowers caregivers to act with confidence
✅ What leaders must do to guide responsible adoption at scale

Moderna’s approach shows what it really looks like to put AI into practice across science, the workplace, and human experience.

👉 Tune in now to hear how AI moves from pilot to impact.

This episode is sponsored by Scayle—the flexible, 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.

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, Engineering, and AI at Zendesk, about how they’re building AI that scales globally and enhances every human interaction it touches.

🎧 Listen in for:

◦ Why AI needs guardrails, not guesswork

◦ The “smart intern” approach to responsible AI

◦ How Zendesk blends automation with emotional intelligence

This is how great service gets smarter, faster and more human. Don’t miss this short, smart conversation on AI that works.

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.