What happens when AI becomes part of everyone’s job, from the research lab to daily workflows?

In this episode of The Modern Customer Podcast, I speak with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together.

We explore:
✅ How AI accelerates mRNA drug development
✅ How it boosts workplace creativity and smarter decision-making
✅ How it empowers caregivers to act with confidence
✅ What leaders must do to guide responsible adoption at scale

Moderna’s approach shows what it really looks like to put AI into practice across science, the workplace, and human experience.

👉 Tune in now to hear how AI moves from pilot to impact.

This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free.

Visit www.scayle.com to learn more

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.

What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts?

At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human.

On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they’re building AI that scales globally and enhances every human interaction it touches.

🎧 Listen in for:

◦ Why AI needs guardrails, not guesswork

◦ The “smart intern” approach to responsible AI

◦ How Zendesk blends automation with emotional intelligence

This is how great service gets smarter, faster and more human. Don’t miss this short, smart conversation on AI that works.

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.

The future of healthcare isn’t just digital—it’s deeply human. And AI is helping make that possible.

This week on The Modern Customer Podcast, Heather Brace, Chief People Officer at Intermountain Health, shares how her team is transforming both patient and employee experience.

By combining the power of AI with real-time employee feedback, they’re building a more connected, responsive, and human-centered healthcare system.

In this conversation, Heather shares:

✔️ How AI is helping doctors stay present and build trust with patients

✔️ Why transparent feedback is reshaping leadership culture

✔️ What it takes to create an experience-first organization at scale

This episode is packed with insight for leaders who believe technology should enhance empathy, not replace it.

🎧 Tune in to learn how feedback and AI are reshaping healthcare from the inside out.

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.