American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service.

This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global Servicing at American Express, shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations.

A thoughtful conversation on how leading brands are using AI to reduce friction, strengthen customer relationships, and scale premium service across global operations.

🎧 Listen to 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

Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform.

At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store interaction and human connection.

This week on The Modern Customer Podcast, Mark Gardiner, author of Build a Brand Like Trader Joe's, shares insights from his experience working inside the company and what it reveals about delivering customer experience through people.

🎧 Watch the full episode to see where human interaction still creates value and how it can drive customer loyalty.

Grab a copy of Mark Gardiner's book, Build a Brand Like Trader Joe's

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

In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience—shares how the company scales CX through operations.

At United, CX isn't a layer on top of the business—it's built into how the system runs. From putting the customer at the center of operational metrics to continuously eliminating friction across the journey, decisions are made with customer impact in mind.

David shares how United:
👉 Measures performance through a customer lens—not just efficiency
👉 Uses tools like Agent on Demand to scale support during disruptions
👉 Enables real-time access to options and information
👉 Leverages AI and digital tools to improve speed, clarity, and responsiveness
👉 Delivers more personalized experiences through connectivity and data

But even with all the technology, one thing remains constant:
👉 It's the people—how they respond and deliver in the moment—that define the experience.

If you're leading CX, operations, or digital transformation, this episode breaks down what it actually takes to deliver consistent, high-quality experiences at scale.

United Airlines: https://www.united.com/
David Kinzelman: https://www.linkedin.com/in/david-kinzelman/

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