This episode is sponsored by Salesforce.

One of the most interesting conversations I had at Salesforce Connections was about digital workers.

This week on The Modern Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital workers—with defined roles, KPIs, managers, and accountability to drive meaningful business outcomes.

We explore agent-to-agent orchestration, where leaders should start with AI, the importance of trust and governance, and how Salesforce provides the foundation for secure and scalable AI adoption.

If digital workers are becoming part of the workforce, organizations will need new ways to manage, measure, and support them.

🎧 Listen to the full episode.

#SalesforcePartner #Salesforce #DigitalWorkers #AI #AgenticAI #FutureOfWork #Leadership

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

This video is sponsored by Salesforce.

This week on The Modern Customer Podcast:

Amber Armstrong, CMO of Agentforce Applications at Salesforce, joins me for a conversation recorded live at Salesforce Connections.

Everyone is talking about AI agents. But according to Amber, the biggest question customers are asking is surprisingly simple:

"Where do I start?"

We discuss what's separating companies seeing real results from those still stuck in experimentation, why data readiness matters more than most people realize, and how AI agents are helping marketers engage customers, generate pipeline, and focus more on strategic work.

As Amber explains, the future isn't about replacing marketers. It's about giving them the tools to do more of what humans do best. #SalesforcePartner

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

Airline customer satisfaction increased 3% year over year.

That's one of the strongest gains across the travel sector, according to new research from the American Customer Satisfaction Index (ACSI).

This week on The Modern Customer Podcast, Forrest Morgeson, Director of Research Emeritus at ACSI, shares what's driving those gains and how airlines are improving across multiple customer touchpoints—from mobile apps and reservations to in-flight internet and access to information throughout the travel journey.

🎧 Listen to the conversation and explore the latest ACSI Travel Study.

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