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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1 week ago |
blakemichellemorgan.com | Blake Morgan
Modern CX leadership isn’t about dashboards. It’s about action, visibility, and adaptability at scale. On this episode of The Modern Customer Podcast, I sit down with Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads customer experience for 22,000+ employees across 200+ global resorts, and his approach to metrics, personalization, and employee engagement is a masterclass in high-impact CX.
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2 weeks ago |
blakemichellemorgan.com | Blake Morgan
What does half a billion minutes of AI-powered customer service calls sound like? On this episode of The Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO and co-founder of Replicant. His company built an enterprise-grade AI platform that powers some of the industry’s most advanced voice agents. Benjamin explains how voice automation is finally delivering on its promise. It’s not just for simple questions anymore; it can handle complex customer emergencies with empathy and efficiency.
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3 weeks 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 month 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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1 month 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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Consumers are rethinking what they spend on and the shift is clear. They’re skipping big purchases but still saying yes to what feels like an experience. The latest Consumer Confidence data shows: 👉 Uncertainty around the economy, job stability, and AI is real 👉 But https://t.co/FAFbqVpmTi
What happens to companies that treat CX as an edge instead of the core? This week on The Modern Customer Podcast, I share 5 trends CX leaders must act on now—AI, trust, EX, and more. 🎧 Listen now to get ahead of what’s next! https://t.co/npBaNakQtS
Who’s really serving the customer—Zillow or Compass? @zillow says it’s about transparency and access. @Compass says it’s about control and privacy. At the heart of this lawsuit is a bigger CX question: Should buyers get access to every home, or should sellers control how and https://t.co/HgCCuc4x2a