Blake Morgan
Podcast Host at The Modern Customer Podcast
Senior Contributor at Forbes
Customer Experience keynote speaker, CX Futurist, bestselling author, host @ Modern Customer Podcast, 2 amazing kids w/@JacobM
Articles
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4 days ago |
blakemichellemorgan.com | Blake Morgan
What can hospitality teach us about creating experiences that truly stay with people? This week on The Modern Customer Podcast, Taylor Scott joins the show to explore how hospitality values can transform workplace culture and elevate customer experience. Taylor is a bestselling author, keynote speaker, and organizational development consultant.
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1 week ago |
blakemichellemorgan.com | Blake Morgan
Prudential Financial, now 150 years strong, shows how legacy companies can lead in both customer experience and AI innovation. The company earned 11 consecutive years of CX recognition and actively explores emerging AI technologies to transform service at scale. On this episode of The Modern Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential scales CX across 50 countries.
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2 weeks ago |
blakemichellemorgan.com | Blake Morgan
Energy is one of the few services people rely on daily but rarely think about until the bill spikes or the power goes out. In this episode of The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how the company is transforming customer experience in the energy sector by combining energy services with smart home technology to deliver more relevant, proactive experiences. She explains how she led a company-wide transformation following NRG’s acquisition of Vivint.
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3 weeks ago |
blakemichellemorgan.com | Blake Morgan
What happens when AI becomes part of everyone’s job, from the research lab to everyday workflows? In this episode of The Modern Customer Podcast, I explore this topic with Brice Challamel, Vice President of AI Products and Innovation at Moderna. Brice shares how Moderna is using AI to speed up mRNA drug development, rethink how employees work, and help caregivers make better and faster decisions.
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1 month ago |
blakemichellemorgan.com | Blake Morgan
AI is transforming service, but only if it works fast, scales responsibly, and enhances real connection. At Zendesk’s Join Relate conference in Las Vegas in March 2025, I spoke with Shashi Upadhyay, President of Products, Engineering, and AI. He leads product, engineering, AI, design, and trust, driving innovation that makes service more intuitive and human. Zendesk handles over 5 billion customer resolutions a year, providing the data needed to build fast, accurate, and scalable AI.
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Remember when your mom said, “Don’t put all your eggs in one basket”? Turns out, Home Depot took that advice to heart and it’s working. By ensuring no single foreign country supplies more than 10% of its goods, The Home Depot built a diversified sourcing strategy that reduces https://t.co/gEAbRxw42v
This week on The Modern Customer Podcast, Suzie Dieth, CXO at @nrgenergy, shares how a company with 7.5M+ customers transforms a service customers rely on but rarely engage with into a proactive, connected customer experience. Tune in now! https://t.co/G1oEz7MugL https://t.co/ATuJlP2qSN
Walmart says prices are going up 5–20% because of tariffs. Here’s what I want CX leaders to think about: inflation is temporary, but customer trust is long-term. Customers will remember how you treated them when times were tough. Just because Walmart is raising prices doesn’t https://t.co/tisTp69G3C