At Vanguard, every investment is centered on client needs—but delivering that consistently at scale takes more than intent.

In this week's episode of The Modern Customer Podcast, Matt Brancato shares how alignment across teams, disciplined listening, and AI-supported frontline decisions come together to create a more unified client experience.

Trust isn't built through strategy—it's built through consistent execution.

If you're working to deliver customer experience at scale while maintaining trust, this one is worth your time.

🎧 Listen to the full episode and follow The Modern Customer Podcast for more CX insights.

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

At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them.

That means keeping shelves stocked across thousands of stores—every day.

This week on The Modern Customer, Jeffrey Hendrix, Chief Customer Officer at Bimbo Bakeries USA, shares how the company uses its 12,000 delivery routes to keep products available at scale.

Instead of relying solely on warehouses, Bimbo delivers directly to stores—restocking shelves, managing inventory, and responding to demand in real time.

That's how they maintain availability across their retail network.

🎧 Tune in to the full conversation.

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

Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top.

But that model is starting to change.

In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad

One key idea: when AI agents and human agents share the same context, customers no longer have to repeat their problem multiple times they're transferred.

The conversation explores:

• Why contact centers have remained fragmented

• How AI and human agents can work together

• What shared customer context means for CX leaders

This episode is sponsored by Salesforce. Learn more about Agentforce Contact Center.

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