Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast.

This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations.

We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs' activity at daycare.

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

Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require action.

In this episode of The Modern Customer Podcast, Blake Morgan speaks with Skai Kang, Vice President of Customer Success at unitQ, about how AI can unify customer feedback and connect it to the metrics leaders track. Customer feedback creates business value when teams can see it, understand it, and act on it.

This episode is sponsored by unitQ. Learn more at unitq.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

At Volkswagen, existing owners can become "walking advocates" for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway.

That's where bringing marketing and CX together gets interesting. The customer insights you use to improve the experience can also help shape how you position and grow the brand.

This week on The Modern Customer, Rachael Zaluzec, SVP of Customer Experience & Brand Marketing at Volkswagen of America, talks about customer insights, brand growth, AI, and the role dealerships play in the experience.

Listen to the full episode to learn why Volkswagen brought marketing and CX together, and what other brands can learn from its approach.

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