At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them.

That means keeping shelves stocked across thousands of stores—every day.

This week on The Modern Customer, Jeffrey Hendrix, Chief Customer Officer at Bimbo Bakeries USA, shares how the company uses its 12,000 delivery routes to keep products available at scale.

Instead of relying solely on warehouses, Bimbo delivers directly to stores—restocking shelves, managing inventory, and responding to demand in real time.

That's how they maintain availability across their retail network.

🎧 Tune in to the full conversation.

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

Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top.

But that model is starting to change.

In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad

One key idea: when AI agents and human agents share the same context, customers no longer have to repeat their problem multiple times they're transferred.

The conversation explores:

• Why contact centers have remained fragmented

• How AI and human agents can work together

• What shared customer context means for CX leaders

This episode is sponsored by Salesforce. Learn more about Agentforce Contact Center.

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

Service economics have long depended on headcount. Scale meant higher cost, and capacity constrained performance.

AI changes that.

This week on The Modern Customer, Matt Price, Founder & CEO of Crescendo, explains how AI expands capacity and connects service directly to business outcomes.

Instead of charging per seat or hour, Crescendo ties pricing to measurable results. When teams treat service conversations as engagement opportunities, more than half involve buying intent — and repeat visits increase.

In this episode, you'll learn how organizations:

• Turn service interactions into buying moments

• Increase repeat engagement and loyalty

• Move beyond seat-based economics

• Scale service without proportional headcount growth

If you're thinking about how AI fits into your customer service strategy, this episode is for you.

👉 Watch the full episode and learn more at www.crescendo.ai

This episode is sponsored by Crescendo.

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