Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher, saw a massive growth opportunity.

This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Group to transform Zurich Insurance. Her strategy, "Beyond Protection," is converting the global insurer into a proactive, human-centric partner.

Learn how Conny gained C-suite alignment by proving leaders must "speak finance," linking CX outcomes directly to measurable KPIs on the balance sheet. Tune in now!

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.

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy.

How do you lead B2B customer experience at that scale and secure your position in the future economy?

This week on The Modern Customer, Scott Marshall, Chief Customer Officer at Prologis, shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls and a roof") to build a strategic partnership with the global supply chain.

Episode Highlights:

▶️ The CX Transformation: The strategic shift from property maintenance to the "REX Manager" (real estate CX) role, prioritizing customer success and service recovery.

▶️ The 80% Rule: Scott’s leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives.

▶️ Future-Proofing with AI: Using machine learning to predict customer sentiment and plan for 2027 and beyond.

▶️ Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness.

Learn how to integrate CX, AI, and strategic operations into a single engine for scalable growth. Tune in now!

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.

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don’t do well, so people can focus on what they do best—building authentic customer relationships.

This week on The Modern Customer Podcast, Henrik Werdelin, founder of BARK, Prehype, Audos, and co-author of Me, My Customer, and AI, shares how everyday AI can transform CX.

Highlights from the podcast:

➡️ AI Beyond Efficiency — Instead of just automating tasks, AI expands human capability and frees teams to focus on authentic customer connections.

➡️ Listening at Scale — AI makes it possible to instantly analyze thousands of customer comments, delivering insights that go far deeper than NPS scores.

➡️ Strengthening Relationship Capital — With AI, brands can build customer loyalty through three layers: depth (feeling seen), density (community), and durability (long-term trust).

➡️ Empowering Everyday Entrepreneurs — AI lowers barriers to entry, enabling more people to create businesses that solve real customer problems and build lasting relationships.

🎧 Listen to the full conversation with Henrik on The Modern Customer Podcast—and explore these ideas further by picking up a copy of his book Me, My Customer, and AI.

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.