15+ Best Customer Service Podcasts to Listen to in 2026

There is something incredibly powerful about hearing experts share their unfiltered stories. A great customer service podcast gives you this access, along with a deep dive into winning strategies. These programs provide constant inspiration for your daily work. We have analyzed the leading shows so you don't have to search. Read on to find the right one for your 2026 playlist.

Complete list of 16 best customer service podcasts

#	Podcast name	Host	Episode length	Update frequency	Best for	Rating (Feb 2026)
1	The Modern Customer Podcast	Blake Morgan	30-40 min	Weekly	CX strategy, AI trends, digital transformation	4.9/5
2	Press 1 For Nick	Nick Glimsdahl	30-45 min	Weekly	Contact center leaders, employee experience	5.0/5
3	Customer Service Revolution	John DiJulius	20-30 min	Biweekly	Culture transformation, service standards	4.8/5
4	The Intuitive Customer	Colin Shaw & Ryan Hamilton	30-40 min	Weekly	Customer psychology, behavioral economics	4.9/5
5	Doing CX Right	Stacy Sherman	35-50 min	Weekly	CX implementation, journey orchestration	5.0/5
6	The CX Leader Podcast	Steve Walker	35-45 min	Weekly	CX leadership, industry trends, measurement	4.9/5
7	Churn FM	Andrew Michael	35-45 min	Weekly	Retention strategies, reducing churn, and SaaS metrics	4.2/5
8	CXChronicles Podcast	Adrian Brady-Cesana	25-35 min	Weekly	Real-world CX stories, case studies	4.8/5
9	The CX Cast	Forrester	25-35 min	Weekly	Forrester research insights, data-driven CX	4.8/5
10	CX Decoded By CMSWire	Dom Nicastro	30-35 min	Semi-monthly	CX technology, martech tools, platforms	3.3/5
11	Customer Experience Superheroes	Christopher Brooks	30-40 min	Bi-weekly	Interviews with CX practitioners	5.0/5
12	Inspiring Women in CX	Clare Muscutt	40-50 min	Bi-weekly	Women's leadership, diversity in CX	5.0/5
13	CX Passport	Rick Denton	30-35 min	Weekly	Global CX perspectives, international brands	5.0/5
14	The Unofficial Shopify Podcast	Kurt Elster, Paul Reda	40-50 min	Weekly	Shopify stores, eCommerce scaling, conversion	4.7/5
15	CX In The Wild	Dennis Wakabayashi	30-40 min	Weekly	Real customer experiences, field observations	5.0/5
16	The AI-Customer Service Podcast	Manab Boruah	35-45 min	Monthly	AI implementation, chatbots, automation	N/A

Top customer service podcasts by category

Navigating a list of 16 shows can feel overwhelming. To help you find exactly what your business needs right now, we have organized them into specific categories. For every podcast listed below, we break down:

• The host & their vibes
• Why you need this
• Suggested episode

Let's check them out now!

Best for eCommerce & Shopify merchants

These 3 picks have one thing in common: they address real-day-to-day eCommerce problems like store conversion, retention, and how support decisions affect growth across the whole funnel.

The Unofficial Shopify Podcast (TOP PICK)

The Unofficial Shopify Podcast is a Shopify-focused show hosted by Kurt Elster with Paul Reda. The tone of this channel is direct, practical, and strongly biased toward execution rather than theory. This is the one we recommend when you want ideas you can apply inside your store this week, especially around conversion and post-purchase experience.

The format is usually a fast-moving conversation that gets to the point quickly. That works well for founders and eCommerce managers who do not want long preambles. Production feels clean and easy to follow, so it is a good repeat listen when you want to revisit tactics.

Their covered topics are:

• Shopify growth and optimization
• Conversion rate and funnel fixes
• Retention and repeat purchase
• Apps, tools, and implementation choices
• Post-purchase experience

Recommended episode for you: "The Financial Blind Spot Costing 7-Figure Stores Millions" (with Salena Knight). We like this one because it forces you to look past marketing and into cash flow, inventory, and pick and pack costs, which are the silent killers in many Shopify stores.

CX In The Wild

CX In The Wild sits closer to brand experience and real customer stories than platform-specific tactics. Dennis Wakabayashi brings high energy and a people-first style. That's why it is a great pick when you want to sharpen your intuition about how customers feel, not just what they click.

The show tends to reward anyone who builds a lifestyle brand or manages the end-to-end journey, because it constantly pulls you back to the moments that actually create loyalty. The format is conversation-driven and story-heavy. That makes it easy to remember and share ideas with your team after one listen. We find it especially useful when you are redesigning packaging, returns, delivery updates, or tone of voice.

Their recurring themes include:

• Loyalty and brand trust
• Real-world customer behavior
• Journey moments that matter
• Service culture and leadership
• Differentiation beyond price

Recommended episode for you: "Shaping Exceptional Journeys: Insights from a CX Pioneer." We would start here because it is listed as the most popular episode, which usually means it is the fastest way to understand the show's tone and the level of insight you can expect.

Churn FM

Churn FM is best known for retention-focused interviews that go deeper than surface-level advice. Hosted by Andrew Michael, it has an analytical tone and a strong emphasis on real metrics, making it ideal for subscription commerce and SaaS businesses where churn is the main enemy.

The structure is interview-based and tends to get specific about what actually drove retention for the guest, so you can borrow frameworks rather than collect vague inspiration. This is the show we choose when we want sharper thinking about activation, cancellations, and habit building. It is also useful for aligning marketing, product, and support around one retention goal.

You will often hear episodes covering:

• Churn drivers and retention strategy
• Activation and onboarding
• Segmentation and customer research
• Pricing and packaging
• Experiments and measurements

Recommended episode for you: "Churn is the silent killer" (Brian Balfour, Reforge). We recommend it because it lays a strong foundation for why retention is a core growth problem and what to track, so your churn conversations stop being guesswork.

Best for contact center leaders & operations

The shows below are built for people who run support at scale, where the real work is balancing quality, speed, and team health.

Press 1 For Nick (TOP PICK)

Press 1 For Nick is hosted by Nick Glimsdahl and leans heavily into contact center leadership with a clear employee experience lens. The vibe is optimistic and people-first, but the conversations still stay practical enough to bring back to a WFM meeting or a coaching plan.

Most episodes follow an interview format, and Nick is good at getting guests to speak in operational terms instead of staying at the slogan level. Compared with the other two in this category, this podcast is highly recommended when you want fresh leadership perspectives and a reminder that the agent experience is a core lever.

Their themes include:

• Leadership and coaching
• Employee experience and engagement
• Contact center transformation
• Customer journey execution
• AI in CX

Recommended episode for you: "Zoom Is Disrupting Contact Centers and Redefining CX" with Brandon Knight. We like it because it stays grounded in what changes during a real transformation, not just what vendors promise.

CXChronicles Podcast

The CXChronicles Podcast is hosted by Adrian Brady Cesana and is best when you want a more structured, systems-oriented way to think about CX operations. The format is also interview-driven, but the conversations often steer toward frameworks you can reuse across teams, especially when you are diagnosing gaps in tooling, process, and feedback loops. Compared with Press 1 For Nick, it feels more like an operator playbook, which makes it useful for managers who need to standardize how work gets done across multiple queues or regions.

Frameworks and operations themes you'll see a lot:

• Team, tools, process, feedback
• Voice of the customer and insights
• Contact center performance and quality
• Tech stack decisions
• AI and analytics

Recommended episode for you: "Building All in One Customer Insight and Action Platform" with Dave Rennyson (Episode 274). We think it's good to connect insights to execution across agents, managers, and executives, which is where most programs break down.

Best for CX strategy & transformation

The following 4 shows are strong when you need to align leaders, teams, and systems around a CX vision that actually survives execution.

The Modern Customer Podcast (TOP PICK)

Blake Morgan's The Modern Customer Podcast is built for CX leaders who need crisp strategy conversations without losing touch with what operators can do next. The format is interview-led, and Blake keeps the pace up with direct questions that pull out the decision logic, trade-offs, and what changed within the business after a transformation push.

In our experience, it is especially helpful when you are trying to influence executives, because guests often speak the language of leadership alignment, culture, and measurable outcomes. You will also notice a consistent focus on AI and digital transformation, but usually tied back to making customers' lives easier rather than chasing tools.

You will see it return to topics like:

• CX leadership alignment
• Digital transformation and AI adoption
• Breaking silos across functions
• Designing simpler journeys
• Turning insights into action

Suggested episode for you: "How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth." We like it because it is a concrete example of how an org structure choice can drive better execution, not just a "CX is important" conversation.

Doing CX Right

Doing CX Right, hosted by Stacy Sherman, positions itself as a practical resource for revenue growth, cost reduction, and differentiation through customer experience. The tone is energetic and coaching-oriented, and the show blends human-centered leadership with clear discussions on how technology fits into real operations.

Most episodes follow an interview format, but Stacy often steers the conversation toward actions you can take, which makes it useful for managers leading change without formal authority. Compared with The Modern Customer, this one is more "how do I run the play" than "how do I sell the vision."

Expect repeated focus on:

• CX execution and accountability
• Human-centered leadership
• Using AI without losing trust
• Feedback loops and complaint learning
• Cross-functional alignment

Suggested episode: "Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment." We recommend it because it turns accessibility into a full journey and operating model conversation, with specific ideas leaders can turn into process changes.

The CX Leader Podcast

The CX Leader Podcast is produced by Walker, an experience management consulting firm, and it is designed for CX and XM leaders who want to tie customer experience work to business results. The style is calmer and more structured, and episodes often feel like a guided walkthrough of one strategic principle, such as listening systems or consistency across locations.

If The Modern Customer podcast is your boardroom listen, this one is the "build the program backbone" listen, especially for measurement discipline and governance. It is a good fit when you are formalizing VOC, standardizing practices, or creating consistency across regions.

Topics it frequently revisits:

• CX and XM program design
• VOC and listening strategy
• Consistency and brand promise delivery
• Measurement and prioritization
• Change management

Suggested episode: "Consistency Is the Key." We like it as a starting point because it frames consistency as a strategic requirement, helping teams stop treating CX as a series of disconnected improvements.

The CX Cast

The CX Cast is a research-driven show where Forrester analysts discuss findings, react to news, and interview practitioners about common CX challenges. The strongest part is the framing: you get clear definitions and the implications for leaders who need to prioritize initiatives. The format alternates between analyst discussions and practitioner stories, which keeps it from feeling repetitive week to week.

One honest note: listener feedback has called out that audio quality can vary across episodes, so it is best to listen for insight over polish.

You will hear plenty about:

• CX measurement and metrics
• Journey management approaches
• AI and trust considerations
• Practitioner case studies
• Org design and collaboration

Suggested episode: "Metrics Obsession: Fixing Dysfunctional CX Measurement." We recommend it because measurement is where most transformation programs stall, and this episode tackles the problem directly.

Best for AI & customer service technology

Below are 2 shows that help you make better tech decisions by focusing on real implementation details, not generic "AI will change everything" talk.

The AI-Customer Service Podcast (TOP PICK)

Hosted by Manab Boruah and produced by Kommunicate, The AI-Customer Service Podcast stays narrowly focused on practical AI for customer support rather than broad talk about the future of AI. The episodes are interview-led and typically revolve around what teams actually have to decide, the use case, the workflow, the handoff to humans, and how you measure impact. The perspective is useful and implementation-oriented, though it is naturally vendor-adjacent given who produces it.

Here is what it tends to cover most:

• Chatbots and automation workflows
• Customer service ROI, rollout mistakes, and governance
• Handoff and quality control

Suggested episode: "Building Your Own AI Chatbot for Customer Support" (Ken Benet). We like it because it packs use case selection, handoffs, ROI, and pitfalls into one listen.

CX Decoded By CMSWire

CX Decoded takes a journalist-style approach to CX technology and service trends. The pace is calm, and the questions are designed to pressure-test real-world decisions, making it a strong pick when you are comparing tools or trying to separate signal from hype.

Episodes frequently touch on contact center realities, analytics, AI, and shifting digital expectations, without turning into a vendor demo. It is less of a step-by-step ops playbook and more of a "sharpen your point of view" listen before you write a roadmap or present to leadership.

Expect frequent discussions on:

• AI in service and contact centers
• Analytics, insights, and orchestration
• Self-service design and escalation

Suggested episode: "The New Digital Frontiers of Customer Service Excellence." We recommend it because it gets specific about LLM impact, IVR and CRM integration, predictive analytics, and when self-service should hand off to humans.

Best for customer psychology & human-centric CX

These 3 podcasts all zoom in on the human side of CX: how customers think, what they remember, and why teams make decisions that unintentionally create friction.

The Intuitive Customer (TOP PICK)

The Intuitive Customer Show combines customer psychology with practical CX advice in a way that stays easy to follow. Its signature is the two-host dynamic: one part experienced CX practitioner, one part academic, with humor that keeps heavier concepts from feeling dry.

Most episodes are conversational and research-informed, so you leave with both the "why" behind behavior and a realistic action you can apply in your work. We also like that it does not assume that CX best practices automatically work. It often challenges what leaders think they know.

Their themes are:

• Consumer psychology and decision making
• Trust, loyalty, and emotion in experiences
• CX leadership and organizational behavior

Suggested episode: "Uncomfortable Truth: The Focus on Customer Experience Hasn't Paid Off, Why?" because it uses long-running ACSI satisfaction data to question comfortable CX assumptions and reset how you talk about ROI.

Inspiring Women in CX

Inspiring Women in CX is built around candid conversations with women working in customer experience and those influencing CX from adjacent roles. The tone is real talk and often debate-driven, with a clear intention to challenge the CX status quo while keeping the work human. The format is interview-based, and episodes regularly blend leadership growth with practical lessons about culture, inclusion, and change. When we want a perspective grounded in lived experience rather than textbook frameworks, this is the feed we open.

Where it goes deepest:

• Human-centered leadership
• Culture and psychological safety
• Inclusion and accessibility

Suggested episode: "Leading with Empathy: Susanna Baqué on Building Thriving CX Culture" because it connects vulnerability, inclusion, and psychological safety to the kind of everyday leadership behaviors teams can actually adopt.

Customer Experience Superheroes

Customer Experience Superheroes is designed to spotlight people and brands doing "superhero" work in customer experience, from strategy through delivery. The show is interview-led and intentionally inspirational, but it still keeps a practical edge by exploring what the guest actually did, not just what they believe.

Compared with the other two shows above, it is less academic and less community-focused, and more about learning through standout examples and transformation stories. We use it when we want to reenergize a team and also steal a few proven patterns to test.

You'll mainly hear about:

• CX strategy and transformation stories
• Customer-centric culture in practice
• Delivery details that make experiences memorable

Suggested episode: "The Power of Personal Connection in Business" (Patrick McCullough) because it brings the human connection theme down to concrete behaviors leaders can model and scale.

Best for global strategy & service culture

These 2 podcasts share a clear strength: they translate culture into repeatable leadership habits and operating systems. Therefore, teams in different regions can deliver a consistent experience without forcing a one-size-fits-all playbook.

CX Passport (TOP PICK)

CX Passport is hosted by Rick Denton and intentionally spotlights global customer experience voices, mixing CX conversations with light travel context. The show feels friendly and conversational, yet it still delves into the details of how leaders build cross-functional trust and keep CX relevant in product-led organizations. Listeners often note that the host draws meaningful insights while keeping the discussion easy to follow, which aligns with the episodes' overall tone.

You will hear a lot about:

• Global CX stories and strategy across markets
• Cross-functional influence without formal authority
• CX credibility, measurement, and business alignment
• Culture signals that shape service consistency

Suggested episode: "The One With the Future of Customer Experience" (Bill Staikos) E230. We like it because it pushes beyond survey talk and gets specific about aligning CX with business results, AI reality, and change management.

Customer Service Revolution

Customer Service Revolution is built around the idea that customer service, done right, becomes a competitive advantage that drives loyalty and market share. The tone is energetic and standards-driven, and many episodes translate culture into specific systems. These range from customer service standards and service recovery protocols to frontline behaviors leaders can coach daily. It is also one of the better listens when you need language to help your organization stop competing on price and start competing on experience.

Where it goes deepest:

• Service standards and culture design
• Service recovery and consistency
• Training teams to articulate value
• CX in the AI era without losing the human touch

Suggested episode: "231: Making Price Irrelevant." We like it because it connects culture and consistency to real levers like zero risk mindset, journey mapping, and how teams communicate value.

Why should B2B executives listen to customer service podcasts?

Podcasts are the most efficient way to access high-level strategy, which is why 83% of senior executives now listen to them weekly. Instead of guessing what works, you can use these shows to:

• Steal proven hiring and training patterns — Recruiting has changed, and podcasts let you hear exactly how other VPs screen for resilience, including the specific customer service interview questions they use to assess empathy and problem-solving ability. With decision-makers using audio to improve team management, you can adopt validated onboarding structures without the trial and error.
• Get free access to retention experiments — 40% of business leaders use B2B podcasts to boost professional knowledge. Guests regularly share the specific pricing or onboarding shifts that saved at-risk accounts, giving you a tested playbook to reduce churn.
• Manage reputation before a crisis hits — When running B2B customer service operations, audio shows discuss real crisis stories that never make it into written case studies. Since 78% of business owners listen weekly to shape strategy, this gives you the same mental models top leaders use to turn angry customers into advocates.

How to get maximum value from customer service podcasts

1. The "70:20:10" listening rule

You can adapt the classic learning model to make podcast insights stick. Instead of just binge-listening alone, try splitting your effort across these 3 critical activities:

• 10% of your time Learning: Pick an episode that solves a specific pain point you are facing right now, like agent burnout or high churn.
• 20% of your time Discussing: Drop the link in your team Slack or Teams channel and ask everyone to share one takeaway. This turns a free episode into a micro-training session.
• 70% of your time Doing: Commit to changing one small thing based on what you heard, such as rewriting a greeting or testing a new email sign-off.

2. Create your contextual playlist

Instead of listening to episodes in random order, we suggest grouping them by context to match the rhythm of your work week:

• Queue up high-energy clips for Monday mornings: Start your week with short, inspiring episodes that spark creativity and get you excited to lead your team.
• Save deep-dive interviews for specific blockers: Switch to tactical, "how-to" episodes only when you are trying to solve a concrete problem like high churn or a difficult hiring round.
• Reserve big-picture strategy for your commute: Use your travel time to listen to longer, visionary discussions that help you plan for the next quarter without the pressure of taking immediate notes.

3. The "podcast audit" technique

You can use podcasts as a free customer service audit tool for your business, especially when the host is breaking down someone else's store or workflow. When you hear an episode that critiques a real setup, open your own site in another tab and follow along.

As the host points out what is working and what is not, pause and ask yourself a simple question: if they were looking at our experience right now, what would they call out first?

From there, keep it practical by:

• Writing down the exact issues you notice in your own flow, not general ideas.
• Turning them into a short to-do list you can act on immediately.

This method works particularly well with tactical shows that evaluate real examples because you are essentially borrowing an expert's lens and applying it to your business in real time.

The Bottom Line

If you have made it this far, you already know that investing time in a quality customer service podcast is one of the smartest moves for your career. We have done the research and listening so you can jump straight to the shows that will actually move the needle for your team. Start with just one episode from our recommendations and see how quickly the ideas start showing up in your daily work.

FAQ