Blake Morgan, dubbed "The Queen of CX" by Meta and a customer experience futurist, shares essential insights on balancing technology with human connection in the AI era. Drawing from her extensive research and work with Fortune 100 companies, Morgan offers a powerful perspective: success doesn't require more technology—it demands creating experiences that customers genuinely value.
What you'll learn:
The WAYS framework for creating exceptional customer experiences and why many companies fail to implement it properly
Why technology investments often disappoint in CX outcomes and how to properly balance AI with human touch
How successful companies like Whole Foods and Nike are redefining customer experience through "vintage innovation"
Why traditional metrics like NPS may be insufficient and what alternative approaches better measure customer satisfaction
Specific strategies for CX professionals to gain more strategic influence within their organizations
How to preserve authentic human connections in an increasingly automated world
Practical advice for creating bespoke customer experiences that build loyalty in the digital age
Some takeaways:
"So many of these investments are technology first, experience second"—the fatal flaw in most CX technology implementations
Mom-and-pop businesses won't disappear but evolve as customers still crave authentic human experiences
The best brands understand that "experience is the product," not just an add-on
The most valuable customer feedback comes directly from customers, not just surveys
CX and product teams will increasingly converge, creating AI-powered ecosystems where experience is embedded in the product itself
Leaders who "flip burgers next to employees" create stronger cultures and better customer experiences
Examining actual customer behavior often reveals more than traditional CX metrics
Technology should help understand what customers truly want rather than just automating interactions
Where to find Blake Morgan:
Website: blakemichellemorgan.com
LinkedIn: linkedin.com/in/blakemichellemorgan
Instagram: @blakemmorgan
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