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
Discover how AI, paired with human ingenuity, is transforming the future of customer experience. On this episode of The Modern Customer Podcast, Zendesk’s CTO shares how AI is reshaping CX and EX—from RAG to agent co-pilots. Recorded live at the Zendesk Relate conference in Las Vegas, the conversation centers on a bold idea: we’re no longer limited by what AI can do—we’re only limited by how creatively we use it.
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2 weeks ago |
blakemichellemorgan.com | Blake Morgan
According to new research from Qualtrics, organizations that successfully use AI to enhance customer experience stand to unlock between $860 billion and $1.3 trillion in annual value. On this episode of The Modern Customer Podcast, I sat down with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference in Salt Lake City. Isabelle breaks down the findings from this groundbreaking report—and what they mean for CX leaders today.
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3 weeks ago |
blakemichellemorgan.com | Blake Morgan
Zendesk is shifting the focus of customer service from routine metrics to measurable outcomes—placing resolution at the center of its strategy. At the recent Zendesk Relate event in Las Vegas, Zendesk CEO Tom Eggemeier introduced the Zendesk Resolution Platform: a fully integrated, AI-powered system built to solve real customer problems, not just manage tickets. The platform unifies generative search, AI agents, and seamless human handoffs—eliminating the need for disconnected tools.
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3 weeks ago |
blakemichellemorgan.com | Blake Morgan
We’ve all felt it—the hesitation before making a big decision. The unanswered question. The lingering doubt. It’s not a lack of information that slows us down—it’s a lack of certainty. Today’s customers aren’t resisting change; they’re searching for confidence.
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3 weeks ago |
forbes.com | Blake Morgan
AI is no longer confined to the backend of business. It’s increasingly becoming the face of customer experience—showing up in everyday service interactions, anticipating needs, and resolving problems before they escalate. That shift was on full display at Zendesk Relate, where the company introduced its new Resolution Platform, a comprehensive system powered by Agentic AI. But this wasn’t just a technology launch. It was a statement about what truly matters in service today: putting people first.
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What happens when tech catches up to imagination? @Zendesk CTO Adrian McDermott joins The Modern Customer Podcast to explore the real power of AI in customer and employee experience. Tune in now: https://t.co/hVreaFYSWM
Most headlines focus on what consumers are losing—but there are winners in this trade shakeup. ✅ U.S. manufacturers gaining an edge ✅ Retailers like Costco and Target, whose strong private labels help them pivot faster ✅ Countries like India and Mexico picking up market https://t.co/dVfyWDTB2q
When wallets tighten, loyalty matters more than ever. Consumer sentiment just dropped to its lowest level since 1952, according to the University of Michigan. Your customers are anxious—worried about rising costs, tariffs, and the future. This is not the time to cut service or https://t.co/tF17TV2Wd3