Podcast appearances and mentions of Blake Morgan

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 Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions ✔️ Operationalizes voice-of-the-customer company-wide ✔️ Pilots agentic AI to streamline service at scale ✔️ Maintains trust in a highly regulated industry

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, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode:  ✅ Making customer experience visible in a behind-the-scenes industry  ✅ A hub-and-spoke model for company-wide CX ownership  ✅ Using AI to support agents and solve complex issues   ✅ Leading cultural transformation post-acquisition 

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 ✅ How it boosts workplace creativity and smarter decision-making ✅ How it empowers caregivers to act with confidence ✅ What leaders must do to guide responsible adoption at scale Moderna's approach shows what it really looks like to put AI into practice across science, the workplace, and human experience.

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, Engineering, and AI at Zendesk, about how they're building AI that scales globally and enhances every human interaction it touches.

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 building a more connected, responsive, and human-centered healthcare system. In this conversation, Heather shares: ✔️ How AI is helping doctors stay present and build trust with patients ✔️ Why transparent feedback is reshaping leadership culture ✔️ What it takes to create an experience-first organization at scale This episode is packed with insight for leaders who believe technology should enhance empathy, not replace it.

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 in. On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX. We cover: ✅ Why most chatbots can't handle the majority of real-world support needs ✅ What agentic AI is—and why it's reshaping customer experience ✅ How to personalize at scale without compromising trust ✅ What proactive AI looks like—and why it's the next evolution If you're serious about using AI to drive real CX results, this episode is packed with insight you can't afford to miss.

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 episode:  ✔️ RAG: The new standard for self-service ✔️ Agent co-pilots that reduce training time ✔️ Smarter automation that actually delivers

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 research means for CX leaders navigating AI transformation. Key insights from the report: 77% of executives say CX is a top strategic priority 72% believe AI will fundamentally reshape CX within three years Yet only 12% have a coordinated AI strategy Only 15% of executives feel ready to lead AI transformation in their industry This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale. Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

In this insightful episode, Dr. Burleson is joined by Blake Morgan, customer experience futurist and bestselling author of More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. Blake shares powerful lessons from her book and real-world examples from top companies like One Medical and Amazon.Blake emphasizes that great customer experiences start with a strong internal culture and happy, well-equipped employees. The conversation explores how companies can differentiate in a sea of sameness by being relentlessly customer-centric—from streamlined operations to hiring for attitude and integrity.Healthcare professionals, especially those in elective care, will find actionable advice on improving patient experience, embracing digital transformation, and building engaged teams that thrive.What You'll Learn:Why customer experience starts with employee experience—and how culture drives profitabilityHow One Medical disrupts traditional healthcare through intentional design and empathyWhat Amazon gets right by being obsessively focused on the customerWhy logistics, technology, and internal efficiencies are the “invisible levers” of great serviceHow small business owners can lead by example and build service-oriented teamsHiring tips for identifying the “servant leaders” who elevate customer careHow to adapt to change and embrace disruption (with help from a surprising fish metaphor!) Resources & Mentions:More is More by Blake MorganThe Customer of the Future (Blake's upcoming book)The Employee Experience Advantage by Jacob MorganOne Medical, Amazon, and Ritz-Carlton customer experience examplesGallup research on employee engagementThe “CX Imperative” and the Mexican tetra fish—yes, really!Connect with Blake:

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 AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what's possible.

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 forward with confidence. If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away. Listen now—and discover how to turn hesitation into momentum. This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free. Visit www.scayle.com to learn more Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

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 digital transformation, this episode is packed with insights you can use.

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 insights on how AI is shifting CX from reactive problem-solving to seamless, proactive engagement. He explains why many businesses still treat CX as a cost center and how AI-driven automation will eliminate inefficiencies, personalize interactions, and unlock new opportunities for innovation. The AI revolution is here—businesses that adapt will lead, and those that hesitate will fall behind. Listen now to learn how AI is transforming CX and what you need to do next. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

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 areas, optimizing processes, and leveraging AI to enhance—not replace—human roles. Under his leadership at OTC:

In a rapidly evolving business landscape, customer experience is no longer just a department—it's a company-wide mindset. How can leaders create a customer-first culture that drives loyalty, improves engagement, and fuels long-term success? Today's guest, Blake Morgan, is a globally recognized customer experience futurist, keynote speaker, and best-selling author. She has worked with some of the world's top brands, helping them redefine the customer journey in an era shaped by technology, AI, and changing consumer behaviors. In our conversation, Blake shared insights from her latest book, The Eight Laws of Customer-Focused Leadership, and explained why customer experience is not just about service—it's about mindset, culture, and operational efficiency. We also discussed the impact of AI on customer relationships and practical strategies that businesses of any size can implement to stay ahead. In this podcast interview, you'll learn:  How customer experience has evolved over the last 20 years—and where it's headed. Why CX is a company-wide philosophy, not just a department. The biggest mistakes businesses make in understanding their customers. How AI can enhance, not replace, human connection in customer service. The power of storytelling, content creation, and brand building in today's digital world. Practical steps small businesses can take to improve CX and stand out in competitive markets. Interview Resources Blake Morgan.com Blake Morgan on LinkedIn | Facebook | Instagram | YouTube | X/Twitter The 8 Laws of Customer-Focused Leadership: New Rules for Building A Business Around Today's Customer by Blake Morgan Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience (Blake Morgan's LinkedIn Course on AI and Change Management) Zappos Tony Hsieh Drew Brees Lynsi Snyder Joe Rogan Toastmasters Bo Eason Jacob Morgan

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. The results speak for themselves: ✅ 90% fewer searches per session—faster resolutions with less effort. ✅ 30% drop in case submissions—reducing strain on support teams. ✅ 9% year-over-year decrease in case volumes—proving AI's role in driving efficiency. Michelle breaks down how SAP Concur balances automation with human connection, ensuring AI enhances, rather than replaces, the customer experience. If you want to see how AI can drive real results in CX, this episode is packed with insights you won't want to miss. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Coach Finny joins CB and Gary to recap the week for ODU Baseball and look ahead to Auburn. Blake Morgan stops by to talk about his performance on the mound Sunday.

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.  

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 strategies to improve service without overwhelming employees. The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart.

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 frameworks like the 'To-Test List' and 'Judo Flip,' Josh shares actionable strategies for tackling challenges with creativity and adaptability. Whether leading teams or enhancing customer interactions, this conversation delivers practical insights to spark bold innovation.

The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn't just about elegant rooms or luxurious amenities—it's about how every guest feels during their stay. In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care. Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy. Whether it's building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away. Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success.   Key Highlights for Easy Listening: 05:31 The Power of Emotional Intelligence in Building Hospitality Teams  07:53 Understanding Emotional Connections: Love Languages in Guest Experiences  12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests  15:07 Service Recovery: Addressing Bad Reviews with Transparency  18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality  21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences   Learn more about Bashar Wali and his work at hotelier.life.   Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

ICE Awards back again, check it to wreck it, let's begin...The Comic Book Yeti ICE or Indy Comics Excellence Awards are back for year three. We are celebrating some of the amazing comic book drops of the 2024 calendar year and as usual regular hosts Jimmy Gaspero and Byron O'Neal have invited two guest hosts from the industry to celebrate with them. This year that's comics writer Amy Chase and host of the popular Blake's Buzz show, Blake Morgan. They are breaking down 14 categories of content so buckle up and make sure to grab a piece of paper to follow along with our trivia contest to see how you match up. Our commercial breaks are featuring some great shows and outlets in the comics journalism field so hit the links below to check them out. Thank you for a great year. PATREON We have a new Patreon, CryptidCreatorCornerpod. If you like what we do, please consider supporting us. We got two simple tiers, $1 and $3. I'll be uploading a story every Sunday about some of the crazy things I've gotten into over the years. The first one dropped last week about me relocating a drug lord's sharks. Yes, it did happen, and the alligators didn't even get in the way. Want to know more, you know what to do. David Harper - SKTCHD Fabulize Magazine Keeping It Geekly Indy Comics Creator Con Brainbeast Studios StoryTellers Workshop FanBase Press Metal Ninja Studios Comics And Chronic Our episode sponsors COMICS OVER TIME Make sure to give a listen to our friends with Comics Over Time. Arkenforge Play TTRPG games? Make sure to check out our partner Arkenforge. They have everything you need to make your TTRPG more fun and immersive, allowing you to build, play, and export animated maps including in person fog of war capability that let's your players interact with maps as the adventure unfolds while you, the DM get the full picture. Use the discount code YETI5 to get $5 off your order. Learn more about your ad choices. Visit megaphone.fm/adchoices

This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business. With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on mindset shifts, the often-overlooked power of small details, and actionable strategies for entering 2025 with clarity, purpose, and momentum. If you're ready to turn uncertainty into your greatest advantage and step confidently into the new year, this episode is packed with insights you won't want to miss! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers. Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it's SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions. If you're looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

the deep cuts just don't stop in this week's episode! I'm joined by Blake Morgan, the current co-host for The Skimm's Well Played podcast where we talk about how the culture of sports has moved towards a (slightly more) welcoming space for women. along the way we discuss why networking in the modern age isn't actually networking, the deep cuts of our youth (like Unfabulous and Girl Code/Guy Code), when's the best time to say no (especially if you live in a big city), and the Knicks vs the 76ers! strap in cause you're in for one helluva funny ride with this episode! keep reading for a full episode breakdown: learning French in school vs using French IRL how a camp counselor helped push her career forward why networking is corny the real reason we need less men in blazers how Blake ended up co-hosting The Skimm's Well Played podcast how Tinah almost got kidnapped in London why we've all got a love for Karl Anthony Towns the Knicks vs The 76ers why having a Halloween birthday sucks knowing when it's time to go home NYC celebrity run-ins sooooo many deep cuts women in sports and more! if you loved the episode, you can find Blake on: Blake's Instagram:⁠ ⁠⁠@blaaakkkke Well Played Podcast: ⁠theskimm.com/well-played - catch new episodes of In Your Twentys every other wednesday! Instagram: ⁠⁠⁠⁠@inyourtwentys⁠⁠⁠⁠ Tiktok: ⁠⁠⁠⁠@inyourtwentys⁠⁠⁠⁠ Need advice? Want to be featured on the show? Just wanna chat? Shoot an email to inyourtwentys@gmail.com Host: Tinah (Tinah w/ an H) Ogalo ⁠⁠⁠⁠@tinah.ogalo⁠⁠⁠⁠ PSSSTTT. If you liked the episode, please tell and share with your friends/follow/rate/review - I'd love to hear your thoughts! xx --- Support this podcast: https://podcasters.spotify.com/pod/show/inyourtwentys/support

Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful. Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung's approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers. Tune in to discover why customer experience is part of Samsung's DNA and how their approach creates loyalty for life. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it. Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience. Don't miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, Robert Glazer—entrepreneur, bestselling author, and keynote speaker—shares powerful strategies to master high-performance leadership and elevate customer experience. Robert explores the importance of clarity, accountability, and his four-part framework for building team capacity. He explains how aligning teams with shared goals, balancing culture with results, and empowering employees can drive exceptional customer experience outcomes. Don't miss this insightful conversation packed with actionable tips to transform your leadership and customer experience strategy. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, reveals her proven strategies for building customer loyalty that goes beyond the product. Brittany dives into her SUPER framework, sharing how brands can engage customers on an emotional level, personalize experiences, and create long-lasting relationships. From the importance of storytelling to balancing technology with human connection, Brittany offers actionable insights that can transform your customer experience approach. If you want to create superfans and transform your brand's loyalty strategy, this episode is packed with practical tips and inspiration. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.  

In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, showcasing how businesses like Trader Joe's thrive by investing in their people. This episode offers invaluable insights for CX leaders and anyone passionate about fostering customer-centric cultures that endure. To access transcripts to this episode, click here.

How does a fast-food giant like Jack in the Box stay relevant after 74 years?  This week on The Modern Customer Podcast, Ryan Ostrom, Chief Marketing Officer at Jack in the Box, shares how the iconic fast-food brand keeps its customers coming back for more. With experience at GNC, Yum! Brands, Sears, and Reebok, he brings a fresh perspective on modern marketing and customer experience. Ryan also opens up about tackling delivery challenges, optimizing quality, and reimagining stores to enhance the guest experience.  Whether you're curious about AI in marketing or how a fast-food giant stands out in a crowded market, this episode is packed with actionable ideas and inspiration. Don't miss Ryan's insider tips for staying ahead in a competitive market—tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, David Edelman, senior lecturer at Harvard Business School and former CMO of Aetna, shares a five-part framework for using AI to drive growth based on his book, "Personalized: Customer Strategy in the Age of AI," co-authored with Mark Abrahams. With decades of experience helping top brands enhance their CX, David shows how companies can leverage AI to drive meaningful growth and create lasting customer loyalty. He explains how AI can empower customers, enable perfectly timed interactions, and support every stage of a growth-focused CX strategy. David also addresses key challenges, such as maintaining human oversight and avoiding intrusive interactions, to ensure AI-driven CX builds trust and protects brand integrity. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management. She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful AI implementation hinges on effective change management, ensuring smoother transitions and delivering measurable results for contact centers. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, Calvin Stovall, Chief Experience Officer at Iconic Presentations and hospitality expert, shares insights from his 30-year career in hospitality and how his leadership approach has transformed employee engagement. We discuss the importance of emotionally intelligent leadership in creating a highly engaged workforce, hiring passionate individuals, and building genuine, lasting connections with employees. Calvin also offers practical tips on improving employee development, retaining top talent, and fostering a work culture that drives both employee satisfaction and customer loyalty. If you're focused on building a strong employee experience that leads to better customer outcomes, this episode is for you! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

We're celebrating the 400th episode of The Modern Customer Podcast with Henrik Werdelin, co-founder of Bark, founding partner of Prehype! Henrik explores the powerful role of AI in leadership and customer experience, showing how it drives personalization, efficiency, and innovation.  From building personalized customer relationships to empowering leaders to embrace AI firsthand, Henrik shares actionable insights that you won't want to miss. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.  

In this episode of the Modern Customer Podcast, Jessica Austin, the Chief Digital and Client Experience Officer for TIAA, shares her insights on customer experience innovations, the integration of AI in financial services while maintaining customer trust, the challenges of serving an aging population digitally, and training contact center agents for empathetic engagement. Jessica shares her experiences and strategies for measuring customer interactions using metrics like the customer effort score, and discusses her personal approaches to leadership and daily routines. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Host Melissa Perri sits down with Blake Morgan, in this episode of the Product Thinking Podcast. Blake is a seasoned expert in customer experience, best-selling author, and someone with a career spanning major companies like Coca-Cola and AT&T. They discuss the evolution of customer experience, the key principles of customer-focused leadership, and how to effectively measure success beyond mere metrics. She also shares insights on avoiding common pitfalls, the power of storytelling in advocating for customer-centric practices, and best practices for gathering valuable customer feedback.

Feeling the pain of disengaged employees and declining customer service? You're not alone—and we've got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower leaders to build deeper connections, foster a customer-centric culture, and leverage AI the right way—all while inspiring a workforce that thrives. If you're ready to turn customer service challenges into opportunities for lasting growth, this episode is a must-listen. Learn more at

  This week on The Modern Customer Podcast, Cosimo Spera, founder and CEO of Minerva CQ, shares how AI is transforming the way contact centers operate by empowering agents with real-time information and reducing call times for smoother customer interactions. We explore the future of AI in customer experience, discussing how Minerva CQ's AI copilot helps agents deliver more efficient service while still relying on human strengths like empathy and problem-solving. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, John Finch, Global VP of Product Marketing for Customer Experience at RingCentral, shares insider knowledge on how AI is reshaping the future of contact centers, tackling the toughest challenges in customer experience today.  We dive into the complexities of bringing AI products to market, the importance of simplifying customer experience, and how RingCentral is revolutionizing the way businesses serve their customers with innovative solutions like RingCX. Plus, hear firsthand about the power of AI-driven agent assist, intelligent virtual agents (IVAs), and automation in delivering faster, smarter, and effortless customer service. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Request A Customized Workshop For Your Company: https://www.americannegotiationinstitute.com/services/workshops/ Buy The Book: The 8 Laws of Customer-Focused Leadership: New Rules for Building A Business Around Today's Customer: http://8cxlaws.com/ Join Kwame Christian as he hosts Blake Morgan, a renowned expert in customer experience and author of three transformative books on the subject. In this episode, Blake shares her insights on customer centricity and reveals how businesses can thrive by making their customers' lives easier and better. She delves into the significance of internal negotiation skills, particularly for leaders aiming to foster a customer-centric culture within their organizations. Blake also offers practical strategies for managing both current operational challenges and future growth plans while maintaining a positive, resilient mindset. What Will Be Covered: Understanding the importance of customer-centric strategies in business growth. How to effectively negotiate for resources and support within a company. Practical steps for leaders to balance immediate tasks with long-term goals. Connect with Blake Morgan Buy The Book: The 8 Laws of Customer-Focused Leadership: New Rules for Building A Business Around Today's Customer: http://8cxlaws.com/ Follow Blake on LinkedIn: https://www.linkedin.com/in/blakemichellemorgan/ Contact ANI Request A Customized Workshop For Your Company: https://www.americannegotiationinstitute.com/services/workshops/ Follow Kwame Christian on LinkedIn: https://www.linkedin.com/in/kwamechristian/ The Ultimate Negotiation Guide: https://www.americannegotiationinstitute.com/guides/ultimate-negotiation-guide/ Click here to buy your copy of How To Have Difficult Conversations About Race!: https://www.amazon.com/Have-Difficult-Conversations-About-Race/dp/1637741308/ref=pd_%5B%E2%80%A6%5Df0bc9774-7975-448b-bde1-094cab455adb&pd_rd_i=1637741308&psc=1 Click here to buy your copy of Finding Confidence in Conflict: How to Negotiate Anything and Live Your Best Life!: https://www.amazon.com/Finding-Confidence-Conflict-Negotiate-Anything/dp/0578413736/ref=sr_1_1?crid=2PSW69L6ABTK&keywords=finding+confidence+in+conflict&qid=1667317257&qu=eyJxc2MiOiIwLjQyIiwicXNhIjoiMC4xNCIsInFzcCI6IjAuMjMifQ%3D%3D&sprefix=finding+confidence+in+conflic%2Caps%2C69&sr=8-1 What's in it for you? Exclusive Advice: Gain insights from top negotiation experts. Community Support: Connect with a like-minded community focused on growth. Personal & Professional Growth: Unlock strategies to enhance every aspect of your life. You deserve to negotiate more of the best things in life, and now you can! Don't wait—be the first in line to experience this game-changing resource.

This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer experiences by harnessing the power of AI, mobile apps, and real-time communication—while maintaining a strong focus on customer service. Learn how innovative tools like Agent on Demand and Connection Saver are reducing friction in travel, and discover what's next for United as they continue to push the boundaries of technology in aviation. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer podcast, Christian Mitchell, EVP and Chief Digital and Information Officer at Northwestern Mutual, shares how the company is blending human touch with AI-driven insights to enhance client experiences—balancing more than 165 years of tradition with cutting-edge technology. Discover how leadership, a growth mindset, and continuous customer feedback are driving innovation while staying true to their mission of improving clients' financial security. Tune in now to learn more about the future of customer experience and innovation. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futurist and author of 'The Eight Laws of Customer-Focused Leadership'. Blake discusses the importance of customer experience and the role of leaders in creating a customer-centric culture, the impact of AI on customer interactions and the need to balance automation with the human touch as well as the significance of leaders setting the tone for the company.Watch this episode on YouTube: https://youtu.be/hvSgRM2hsOY

In this episode of the Creating Superfans podcast, I'm joined by the woman that Meta has called “the queen of CX”, and I am lucky enough to get to call a friend, Blake Morgan. Blake is a CX futurist and author of three amazing books on customer experience, including her newest, The 8 Laws of Customer-Focused Leadership. Blake and I are very aligned on the way we think about customer experience, so if you enjoy listening to me, I promise you'll enjoy this conversation! You'll hear us chat about:Why customer experience is a decision that you have to make dailyThe habits of the most engaged and successful leadersCase studies from customer-centric brands like In-N-Out, Trader Joe's, and ADTGet a copy of Blake's new book hereListen to the Modern Customer Podcast 

This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management strategies to unlocking your team's potential. From mastering mindset to improving customer experience, Hugh shares actionable advice on leading with purpose and navigating the complexities of professional relationships. Don't miss this episode filled with powerful strategies for coaching your team to greatness. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-school shopping trends. With over 15 years of experience in retail market research, Lupine also touches on the evolving roles of digital and in-store experiences, the importance of building trust, and the rising significance of loyalty programs. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Can OpenAI's "Five Steps to Artificial General Intelligence" (AGI) be applied to business strategy? We think so—and we're ready to break it down for you. Courtney Baker is joined by David DeWolf and Mohan Rao to delve into OpenAI's recently unveiled five-step roadmap to AGI and compare it with Knownwell's own five altitudes of AI in business. Are we really just at the tip of the spear with AI or are we closer to significant business transformation than we think? Pete Buer speaks with Blake Morgan, customer experience futurist and author of "The Eight Laws of Customer-Focused Leadership." Blake and Pete discuss how AI is transforming customer interactions and what businesses need to do to stay ahead in this evolving landscape. All that PLUS Courtney and Pete take a look back at some of the most impactful guest interviews from the past year, with Pete sharing the conversation that left a lasting impression on him. Watch this episode on YouTube: https://youtu.be/zqE5GUvHj9g  Visit Knownwell's website to learn more: www.knownwell.com 

In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achieve lasting business success. Robert Irvine, a celebrity chef, entrepreneur, and author of the book 'Overcoming Impossible' shares insights on leadership and creating a customer-centric culture, stressing the importance of listening, empathetic leadership, and the significance of leaders being hands-on in their businesses. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experiences. The episode also touches on the challenges of unifying multiple business lines within CVS Health, creating a customer-centric culture across a large workforce, and the future possibilities with AI in customer feedback.  Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.