Alaska Airlines is proving that the best CX transformations make complexity disappear for customers.

As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while preserving what makes each brand distinct.

This week on The Modern Customer Podcast, Charu Jain, SVP of Merchandising and Innovation at Alaska Airlines, shares how technology, operational preparation, and human care can work together to transform CX at scale.

Listen to the full epside now!

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

FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any of them.

Using AI and two petabytes of daily data, FedEx can anticipate potential problems, improve delivery visibility, and give customers more control and peace of mind.

This week on The Modern Customer Podcast, Neil Gibson, Senior Vice President of Global Customer Experience at FedEx, shared what it takes to deliver CX at this scale.

Listen to the full episode for an inside look at how FedEx is using AI to turn massive operational complexity into a simpler customer experience.

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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

Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel?

In this episode of The Modern Customer Podcast, Blake Morgan speaks with Juha Jaervinen, Chief Customer Officer at Virgin Atlantic, about how the airline is using AI to improve travel discovery while human service continues to set the brand apart.

The conversation goes beyond technology. Jaervinen discusses the growing demand for premium leisure travel as customers seek more comfort, space, calm, and an opportunity to recharge.

Watch the full conversation to learn how Virgin Atlantic is combining AI, premium experiences, loyalty, and human service to shape the future of travel.

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