What happens to companies that still treat CX as a competitive edge instead of the core of their business?

Customer experience isn’t a department anymore. It’s a discipline that drives everything: marketing, product, tech, and service.

In this solo episode of The Modern Customer Podcast, I zoom out to give CX leaders a clear view of where we’re headed and the five trends you need to act on now:

1. Generative AI is going from hype to help
2. Personalization is really growing up
3. Trust is the new currency 
4. Employee experience equals customer experience 
5. Speed to value is everything

AI is changing the game, but not because it’s shiny and new. It’s solving real problems, accelerating decisions, and delivering better experiences across the board.

🎧 Listen now to get ahead of what’s 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.