Blake Morgan

This week on The Modern Customer Podcast, Gautam Vasudev of @Salesforce joins me to discuss the agentic contact center – why companies are unifying AI agents, channels, and CRM data, and what that shift means for CX leaders. #SalesforcePartner Tune in now 🎧blakemichellemorgan.com/podcast/servic…

This week on The Modern Customer Podcast, Matt Price, Founder & CEO of @crescendoCX, shares how AI turns service into a revenue driver, increases buying intent, and builds loyalty. Listen now. 🎙 blakemichellemorgan.com/podcast/servic…

I’m speaking at @Qualtrics X4 in Seattle, March 17–19. If you haven’t registered yet, now’s the time. Details below. 👇 cvent.me/8VyozP

@theACSI's latest data points to convergence across industries as satisfaction remains flat. What does that mean for 2026? This week on The Modern Customer podcast, we break it down with Forrest Morgeson, Director of Research at @theACSI. 🎧 Tune in now! blakemichellemorgan.com/podcast/why-cu…

CX leaders are rolling out virtual assistants and agentic AI faster than ever. But the real question isn’t how much you can automate. It’s whether your AI is connecting customer conversations to actions and outcomes. Ali Tore, SVP & GM of Conversational AI at @RingCentral, shares a practical way to think about agentic AI as connective infrastructure across the customer journey. And if you want to go deeper, their new Agentic AI Trends 2026 report outlines where Agentic Voice AI is headed — and what leaders should prioritize now. 📥 Download the full report here: #bookMeeting" target="_blank" rel="nofollow noopener">ringcentral.com/report/2026-ag…

Customer conversations create value. Most companies never connect that value to action. This week on The Modern Customer, Ali Tore, SVP at @RingCentral, breaks down how agentic voice AI turns conversations into coordinated business outcomes. 🎧 Listen now: blakemichellemorgan.com/podcast/buildi…

Scaling without losing the soul of a brand is one of the hardest challenges in restaurants. This week on The Modern Customer podcast, Andrew Rebhun, Chief Experience Officer at @cava, shares how hospitality, digital, loyalty, and social engagement work together as one experience system. Tune in now! blakemichellemorgan.com/podcast/how-ca…

Layoffs blamed on “AI” only work if the AI actually works. Cutting 15% and calling it innovation doesn’t magically make it so. If AI isn’t improving the product or the customer experience, it’s just cost cutting with better branding.

This week on The Modern Customer podcast, @BrittanyHodak—speaker and author—shares why great CX doesn’t lose customers to competitors; it loses them to apathy. 👉 Listen to the full episode to see how great CX turns customers into superfans. blakemichellemorgan.com/podcast/how-gr…

Starbucks has revamped its stores and, for the first time in two years, Q1 sales are rising. Not because of coffee alone—but because of smarter product and timing strategies designed around how customers actually visit today.

This week on The Modern Customer Podcast: Jacob Morgan shares insights from his new book, The 8 Laws of Employee Experience, on why CX and EX operate as one system—and why system design matters most in an AI-driven future. 🎧 Listen now! cc: @jacobm blakemichellemorgan.com/podcast/what-c…

Peter Czimback doesn’t talk about AI the way most people do. He talks about business. About experience. About people. A reminder that transformation doesn’t start with technology, but with intent. Listen to our full conversation on The Modern Customer podcast: blakemichellemorgan.com/podcast/winnin…

Nvidia's CEO Jensen Huang pushed back on the AI job-loss narrative: this wave of AI isn’t just software—it’s driving a massive physical infrastructure buildout and demand for skilled trades. That boom is real. It’s also likely short term. What comes next? No one really knows.

This week on The Modern Customer Podcast: winning with AI starts without an AI strategy. Peter Czimback explains why business-first transformation—not AI roadmaps—drives growth, productivity, and customer affinity. Listen to the full episode. blakemichellemorgan.com/podcast/winnin…

Oracle is heading to Nashville. What does that say about where tech jobs and real opportunity are growing?

This week on The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at @jamdotdev explains how the platform plays a role in the bug-reporting and support workflow by capturing technical context as issues are reported. Watch the full episode to hear how AI is changing bug resolution across teams. blakemichellemorgan.com/podcast/how-ai…

Amazon has implemented one of the most stringent return-to-office policies in corporate America—and it goes beyond simply showing up.