As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience.

In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how Jam fits into the bug-reporting and support workflow by capturing technical context as issues are reported. That shared context helps support and engineering diagnose problems faster, reduce handoffs, and move toward resolution with greater clarity.

The conversation looks at why resolution speed and coordination have become CX priorities—and how AI is influencing the way teams work together when something breaks.

This episode is sponsored by Jam. 🎧 Learn more about Jam and how teams are rethinking bug resolution: https://jam.dev/

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.

In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution.

The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action—while balancing digital growth with trust and prioritizing relationships over transactions.

Topics covered include:

1. Anchoring CX in relationships, not transactions

2. Balancing digital convenience with trust-based experiences

3. Turning customer signals into enterprise priorities

4. Using analytics and AI to inform decisions without replacing leadership

🎧 Listen to learn how customer insight drives execution inside a Fortune 500 bank.

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.

This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale.

As SVP and Chief Experience Officer at Northwell Health, Sven leads experience across one of the largest health systems in the country—bringing hospitality principles, cultural leadership, and practical technology into healthcare.

🎧 Listen to the full episode to learn what modern healthcare CX leadership really looks like—when it's done right.

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.