Best Digitalmedia Podcasts (2025)

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074: Lawyers Beware - There Could Be Serious Ethics Issues With The New AI Browsers 9:43

8d ago9:43

9:43

AI just took a major step forward, and lawyers need to be paying attention. In this episode, I break down the launch of new AI browsers from ChatGPT and Perplexity. These tools are designed to act on your behalf, reading files, scanning emails, analyzing data, and even taking action while running quietly in the background. If that sounds efficient,…

1
Inside Crayola’s 120-Year Legacy of Creativity and Customer Experience 21:29

10d ago21:29

21:29

What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it’s a creative ecosystem built on emotional insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola’s Chief Marketing Officer, shares how her team designs meaningful experien…

1
Inside The Sphere Las Vegas | Exclusive Interview with Producer Ralph Winter 31:16

16d ago31:16

31:16

Go behind the scenes of The Sphere in Las Vegas as Phil Cooke https://philcooke.com interviews Head of Physical Production, Ralph Winter. Proven to be one of Hollywood’s most profitable assets with blockbusters including X-MEN, PLANET OF THE APES, and WOLVERINE, Ralph takes us inside the production process of The Sphere’s cinematic experience, incl…

1
Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy 27:28

17d ago27:28

27:28

Verizon’s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I’m joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from ne…

1
Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy 31:15

24d ago31:15

31:15

How do you modernize customer experience in a legacy industry without losing the trust it was built on? That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day. In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch …

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073: What Is Ambient AI and Why Does It Matter To Lawyers? 9:40

24d ago9:40

9:40

What is ambient AI, and why does it matter to lawyers, law firms, and legal marketing and business development professionals? In this episode of Legal Marketing Minutes, I define ambient AI in clear terms and explain how it’s quietly showing up in tools professionals already use. You’ll hear a real-world example from another profession that illustr…

1
How to Get Fired FAST: What NOT to Do at Work 10:03

1M ago10:03

10:03

What’s the fastest way to get fired from your job? In this episode, Phil Cooke https://philcooke.com exposes unethical behaviors that can abruptly end your career. From minor breaches of trust to major confidentiality breaches, Phil offers a reality check for the digital world we live in. Based on his book, “Church on Trial: How to Protect Your Con…

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How Canva Serves 230M+ Users with Customer Experience, AI, and Data 21:05

1M ago21:05

21:05

Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year. So how does a company at that scale keep customer experience simple, human, and aligned? I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their design-driven soul. We t…

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5 Customer Experience Trends Every Leader Needs to Act On Now 5:54

1M ago5:54

5:54

What happens to companies that still treat CX as a competitive edge instead of the core of their business? Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service. In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re hea…

1
How to Start Conversations about Jesus – Interview with Evangelist J.John 45:34

1M ago45:34

45:34

If you’ve ever felt awkward sharing the gospel, join media executive Phil Cooke in this insightful and entertaining conversation with J.John, internationally known evangelist, speaker, and author, as they explore how to effectively share the Gospel and make disciples in a modern, digital world. In this interview, you'll gain actionable advice on: ·…

1
How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts 27:19

1M ago27:19

27:19

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, p…

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Experience AI-Powered Customer Service Trained on Half a Billion Calls 37:01

2M ago37:01

37:01

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like? On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even t…

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How to Maximize a Brainstorming Session | Interview with Executive Pastor Ben Stapley 45:18

2M ago45:18

45:18

How do you lead a creative brainstorming session that produces results? Join Phil Cooke in this Part 2 interview with Executive Pastor Ben Stapley as we discuss how to implement and maximize a brainstorming session in a church or ministry setting. Plus, find out the difference between a church communications director and media director and who your…

1
Hospitality Leadership and the Culture That Powers Great Customer Experience 27:48

2M ago27:48

27:48

What does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts. Wit…

1
Prudential’s 150-Year Culture of Customer Experience Leadership 25:15

2M ago25:15

25:15

How does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week’s episode of The Modern Custome…

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How PTZ Cameras Are Transforming Worship Services | Bryan Bailey, Director of Media, Prestonwood 43:38

2M ago43:38

43:38

Are you considering PTZ cameras for your church worship service? Join Phil Cooke and Bryan Bailey, Director of Media at Prestonwood Baptist Church, to explore how one of the nation’s leading churches is leveraging PTZ robotic cameras to transform church worship experiences. Whether you're a church media director, on a media team, or training volunt…

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Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience 22:36

2M ago22:36

22:36

How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proa…

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How AI Powers Science, the Workplace, and Real-World Impact 33:13

3M ago33:13

33:13

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 ✅ H…

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Living the Dream – Faith-Based Documentary Filmmaking with Ryan Grow | Lifeway Films 31:30

3M ago31:30

31:30

Are you passionate about Christian storytelling and dreaming of a career in faith-based filmmaking? Join media executive Phil Cooke https://philcooke.com and Ryan Grow, Executive Producer and Head of Lifeway Films, for a powerful and practical conversation that dives deep into the world of Christian movies and documentary filmmaking. From pitching …

1
The AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for Service 7:34

3M ago7:34

7:34

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, Engineerin…

1
Reimagining Healthcare Experience Through Feedback and AI 12:24

3M ago12:24

12:24

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 b…

1
Why Most AI in CX Is Missing the Mark—and What Comes Next 18:13

3M ago18:13

18:13

Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions. That’s where most GenAI tools fall short—and where agentic AI steps i…

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Creative Ways to Transform Your Church Worship | Interview with Executive Pastor Ben Stapley 42:38

4M ago42:38

42:38

Church doesn’t have to be boring! In this interview, Phil Cooke https://philcooke.com talks with Executive Pastor Ben Stapley of Zarephath Christian Church to uncover creative, practical ways to revitalize your worship experience. Whether you're running a traditional or contemporary church service, these creative strategies will boost engagement, i…

1
How Creative Thinking Unlocks the True Power of AI in CX 11:32

4M ago11:32

11:32

The missing piece in AI-powered CX? Creative thinking. This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas. We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation. Inside the e…

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The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership 22:17

4M ago22:17

22:17

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this rese…

1
072: Prepare For Trump Executive Orders To Hit Your Law Firm 8:42

4M ago8:42

8:42

What happens when the Trump administration issues an executive order against your firm, or the EEOC comes knocking to question your DEI policies and programs? These 9 tips will help you prepare. In this episode of "Legal Marketing Minutes," I dive into the pressing issue of recent executive actions and public threats targeting law firms, lawyers, a…

1
Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision 12:20

4M ago12:20

12:20

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic A…

1
Technology, Theology, & the Heart of Church Media Production| Interview with Will Chapman 40:39

4M ago40:39

40:39

What does it take to thrive in church media ministry? Join Phil Cooke https://philcooke.com for an inspiring conversation with Will Chapman, Online Minister at Cottonwood Creek Church and seasoned media director. Gain valuable insights on church media leadership, team building, communication, and the use of AI for church teams that can help you bui…

1
What Drives Customers to Buy—And What Holds Them Back 31:54

4M ago31:54

31:54

This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers fo…

1
Inside Walmart’s EX Strategy: How 2.1 Million Associates Are Powering CX Innovation 18:19

4M ago18:19

18:19

This week on The Modern Customer Podcast, I sat down in person with Donna Morris, EVP and Chief People Officer at Walmart, live from the Qualtrics X4 event in Salt Lake City. We explored how Walmart is using technology, AI, and a deep focus on people to rethink employee experience at scale—and what that means for customers. If you lead CX, EX, or d…

1
Inside Reality TV and Game Show Careers: Interview | Showrunner Sean Kelly & Editor Matthew McCartie 49:39

5M ago49:39

49:39

Ever wondered how reality TV and game show careers work behind the scenes? In this interview, showrunner-producer Sean Kelly and editor-producer Matthew McCartie with host Phil Cooke https://philcooke.com dive into the fascinating world of television production, sharing insider secrets about working on reality shows, game shows, and the creative pr…

1
AI and CX: The Shift Toward Smarter, Seamless Service 36:02

5M ago36:02

36:02

AI is no longer a future concept—it’s here, transforming how businesses operate and how customers engage. In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it. Zack shares his insi…

1
How the 80/20 Rule, AI, and Leadership Drive Business Growth 33:55

5M ago33:55

33:55

In this episode of The Modern Customer Podcast, I sit down with Bill Canady, CEO of OTC Industrial Technologies and Arrowhead Engineered Products, and author of From Panic to Profit, set to release on April 29th. With decades of experience leading billion-dollar companies, Bill shares how leaders can scale efficiently by prioritizing high-impact ar…

1
Unlock the Power of Improv! Acting, Team Building & Communication with Kelsey Cooke and Chris Guerra 33:52

5M ago33:52

33:52

Improv is not just for actors! Find out how improvisation skills can elevate your ability to land on your feet in any situation as Phil Cooke https://philcooke.com interviews Kelsey Cooke and Chris Guerra of thisishardtoread Productions and Oddity Improv. Together, they break down the values of improv classes for spontaneity, team collaboration, se…

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Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs 31:04

5M ago31:04

31:04

Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact.…

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071: Do Women Have A Seat At The AI Table? 9:09

5M ago9:09

9:09

Women and Artificial Intelligence Recently, I had the opportunity to spend a day with approximately 150 to 200 wonderfully smart people who care very much about leading, teaching, supporting, and being a part of the important conversations that are and will be taking place around artificial intelligence. Professor Cat Moon of Vanderbilt Law School …

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AI-Powered Marketing: How to Personalize Without Overstepping Customer Trust 25:19

5M ago25:19

25:19

87% of customers engage more with personalized emails—yet too much personalization can feel intrusive. This week on The Modern Customer Podcast, Malinda Sandman, Senior Director of Global Acquisition and Partner Marketing at Intuit Mailchimp, shares how brands can use AI responsibly to build trust, increase engagement, and drive results. 📢 Key take…

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Severance Interview: Sydney Cole Alexander talks about Season 2 on Apple TV+ 13:58

5M ago13:58

13:58

Severance Interview: Sydney Cole Alexander talks about Season 2 on Apple TV+

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Best Practices for Using Drones, Cable Cameras and Jibs in Church 14:31

5M ago14:31

14:31

Drone cameras, cable cameras (Spidercams) and jibs are showing up more and more in church services. Are they enhancing the worship experience or distracting the congregation? Church media consultant Phil Cooke https://philcooke.com shares best practices for church media directors and production teams on introducing new technology while capturing Go…

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How Coveo’s AI Helps Leading Organizations Personalize at Scale 32:18

5M ago32:18

32:18

This week on The Modern Customer Podcast, I’m joined by Sheila Morin, CMO of Coveo, whose career spans L’Oréal, Danone, Cirque du Soleil, and now AI-driven CX at Coveo. Across industries, her focus has remained the same: creating seamless, customer-focused experiences that drive engagement and loyalty. We explore how Coveo helps leading brands like…

1
Carson Rowland talks about Season 4 of Sweet Magnolias on Netflix 14:05

5M ago14:05

14:05

Carson Rowland talks about Season 4 of Sweet Magnolias on Netflix

1
Patrick Luwis talks Season 6 Part 3 of Cobra Kai on Netflix and much more! 16:35

5M ago16:35

16:35

Patrick Luwis talks Season 6 Part 3 of Cobra Kai on Netflix and much more!

1
Building A Customer-Centric Culture Through Operations At T-Mobile 25:10

6M ago25:10

25:10

This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale. With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer …

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What Kind of Church Media Director Do I Need? 14:37

6M ago14:37

14:37

Media matters! Even if you’re a small church or nonprofit, a qualified church media team can help you get your message out in a more impactful way. If you’re wondering where to start and who to hire first, Phil Cooke https://philcooke.com shares detailed information on roles, qualifications and even pay scale to help you build a dynamic media team.…

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Building a Service Culture: Practical Strategies for Customer Experience Success 27:08

6M ago27:08

27:08

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture. With years of experience studying what makes customer-focused teams thrive, Jeff offers practical str…

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Proactive Strategies for Customer Success: Personalization, Relationships, and AI 20:28

6M ago20:28

20:28

This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results. Kristi shar…

1
Customer Trust: Why It Matters and How to Measure It 25:42

6M ago25:42

25:42

This week on The Modern Customer Podcast, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share how she’s helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build customer-centric cultures and deliver exceptional experiences at scale. Megan dives into the foundatio…

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Weather the Storm – Crisis Management Training for Churches and Nonprofits with Phil Cooke 35:36

7M ago35:36

35:36

A crisis does not have to break your church or nonprofit organization. In this episode, Phil Cooke https://philcooke.com offers an overview of crisis management based on his book and masterclass titled, “Church on Trial: How to Protect Your Congregation, Mission, and Reputation During a Crisis.” Find out how to failsafe your ministry from a crisis …

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Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively 28:57

7M ago28:57

28:57

This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results. From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower…

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Innovation and Creativity in Customer Experience: Leading with Purpose in 2025 28:01

7M ago28:01

28:01

This week on The Modern Customer Podcast, Josh Linkner—globally recognized innovation expert, bestselling author, tech entrepreneur, and professional jazz guitarist—shares his insights on how leaders can unlock creativity, overcome fear-driven barriers, and build a culture where bold ideas thrive. From embracing AI as a co-pilot to applying framewo…

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