In a rapidly evolving business landscape, customer experience is no longer just a department—it’s a company-wide mindset. How can leaders create a customer-first culture that drives loyalty, improves engagement, and fuels long-term success?

Today’s guest, Blake Morgan, is a globally recognized customer experience futurist, keynote speaker, and best-selling author. She has worked with some of the world’s top brands, helping them redefine the customer journey in an era shaped by technology, AI, and changing consumer behaviors.

In our conversation, Blake shared insights from her latest book, The Eight Laws of Customer-Focused Leadership, and explained why customer experience is not just about service—it’s about mindset, culture, and operational efficiency. We also discussed the impact of AI on customer relationships and practical strategies that businesses of any size can implement to stay ahead.

In this podcast interview, you’ll learn: 

• How customer experience has evolved over the last 20 years—and where it’s headed.
• Why CX is a company-wide philosophy, not just a department.
• The biggest mistakes businesses make in understanding their customers.
• How AI can enhance, not replace, human connection in customer service.
• The power of storytelling, content creation, and brand building in today’s digital world.
• Practical steps small businesses can take to improve CX and stand out in competitive markets.

Interview Resources

• Blake Morgan.com
• Blake Morgan on LinkedIn | Facebook | Instagram | YouTube | X/Twitter
• The 8 Laws of Customer-Focused Leadership: New Rules for Building A Business Around Today’s Customer by Blake Morgan
• Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience (Blake Morgan’s LinkedIn Course on AI and Change Management)
• Zappos
• Tony Hsieh
• Drew Brees
• Lynsi Snyder
• Joe Rogan
• Toastmasters
• Bo Eason
• Jacob Morgan