At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics.

In this episode of The Modern Customer Podcast, Josh Weiner, Senior Vice President of Consumer Engagement & Analytics at CVS Health, breaks down what it actually takes to make AI work in healthcare. From predicting customer intent in the contact center to enabling more personalized and connected care, this conversation explores how AI is being applied in real-world environments.

The key takeaway: AI creates value when it's applied across the full customer journey—not just as a point solution.

Listen to the full episode to learn how leading organizations are using AI, data, and analytics to improve customer experience in healthcare.

Connect with Josh Weiner:
LinkedIn: https://www.linkedin.com/in/joshweiner2/

Learn more about CVS Health:
https://www.cvshealth.com

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

AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place.

Most companies underestimate what it actually takes to make that work.

In this episode, Nalin Gupta, Founder & CEO, Cignara breaks down why AI in customer support isn't plug-and-play—and what's required to make it accurate and reliable at scale.

We get into the foundation behind it: how organizations structure data, define workflows, and use continuous feedback to improve performance over time.

If you're thinking about AI in customer support, this is a more grounded look at what actually works in enterprise environments.

🎧 Listen to the full episode now! Learn more about Cignara at https://cignara.com/

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

AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Customer Podcast, Dean Kontul, EVP and CIO of Intelligent Automation, Contact Center, and Investment Operations at KeyBank, shares how one of the largest U.S. financial services companies is applying AI to improve customer experience.

At KeyBank, AI sits alongside a strong focus on service culture, shaping how customer experience is delivered. The approach starts with integration—bringing together data, product, technology, and operations so customer behavior, product decisions, and service delivery can inform one another.

🎧 Watch the full episode to learn how AI can be applied as an enabler—not just a tool—and what it takes to translate it into real operational impact.

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