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

Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology.

This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of Future-Proof: Transform Your Business with AI or Get Left Behind, shares practical ways companies can use AI to accelerate innovation, improve customer experience, and prepare for the future of work.

We also discuss why successful AI adoption depends as much on leadership, employee buy-in, and culture as it does on the technology itself.

🎧 Catch the full episode and check out Michael's book, Future-Proof: Transform Your Business with AI or Get Left Behind.

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

Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference.

This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience.

Drawing from her book Experience Is Everything, she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes.

🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era.

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