Blake Morgan
Most companies treat customer experience as a stated priority while routinely delivering something that contradicts it. The gap between the language used in board decks and what customers actually receive keeps widening, even as technology budgets grow. The real question for leaders is how to turn CX from a yearly aspiration into a daily operational decision.
Blake Morgan is a customer experience futurist who helps organisations close the gap between the customer-centric strategy they describe and the experience customers actually receive.
Full Profile
Why organisations work with Blake Morgan
- Three books, each making a distinct argument about customer experience: the operational discipline of More Is More, the technology playbook of The Customer of the Future, and the leadership framework of The 8 Laws of Customer-Focused Leadership. Audiences leave with applicable frameworks they can put to work the following week.
- Over a decade of weekly interviews with chief customer officers and CEOs on The Modern Customer Podcast. That volume of primary-source research gives her keynotes a specificity and currency that circuit speakers cannot match.
- Before becoming a full-time author and speaker, Blake was a customer service leader inside a Fortune 100 company. She speaks to leadership teams as someone who has worked inside the operational machinery that turns CX strategy into delivery.
- Her work focuses on the question now dominating CX boardrooms: how AI and automation are reshaping what customers expect and how organisations respond. She handles both the technology substance and the human experience side with equal credibility.
Biography highlights
- Author of three books on customer experience: More Is More (2017), The Customer of the Future (2019), and The 8 Laws of Customer-Focused Leadership (2024).
- The Customer of the Future was listed by Business Insider among the top 20 books executives were reading during the COVID-19 period, and placed on Book Authority’s Top 100 Future of Technology Books of All Time.
- Senior Contributor to Forbes, with additional bylines in Harvard Business Review and Hemispheres magazine.
- Host of The Modern Customer Podcast, featuring chief customer officers, CEOs and CX operators from across industries.
- Guest lecturer at Columbia University and UC San Diego; adjunct faculty in the Executive MBA program at Rutgers Business School.
- Dubbed “The Queen of CX” by Meta; LinkedIn Top Voice; named one of the Top 40 female keynote speakers by Real Leaders magazine.
Biography
Most organisations that describe themselves as customer-centric are not. They have customer language in the strategy deck and customer photographs on the wall, alongside operational decisions that point in a different direction. Closing that gap is the work Blake Morgan has done for most of her career.
She was working in the field before customer experience existed as a named discipline. Three books have followed. More Is More argued that memorable customer experience requires sustained corporate investment and introduced her DOMORE framework for structuring the work. The Customer of the Future, published in 2019, set out ten principles for companies preparing for AI, automation, and rising customer expectations around frictionless experience. The 8 Laws of Customer-Focused Leadership, published in 2024, is a playbook for keeping a customer-centric strategy alive inside an organisation under pressure.
What gives her work unusual breadth is the range of roles she holds in parallel. She is a Forbes Senior Contributor on customer experience, host of The Modern Customer Podcast with hundreds of chief customer officer interviews behind her, adjunct faculty in the Executive MBA program at Rutgers Business School, and an adviser to companies including Amazon, Marriott, Coca-Cola and the Federal Reserve Bank. Each role produces primary-source material for the others.
The dominant CX question has moved on from whether to invest in AI-enabled customer experience design. It is now how to build AI that customers actively want to interact with, at scale, without losing the emotional quality of the brand. That is the question at the centre of Morgan’s current keynote, Designing AI Experiences That Customers Remember.
Key speaking topics
- Customer experience strategy and operations
- AI-enabled customer experience design
- Customer-focused leadership
- Building customer-centric cultures across the organisation
- Employee experience as the foundation of customer experience
- The future of customer loyalty in the AI era
- Digital transformation in service-intensive businesses
Ideal for
- Chief Customer Officers, Chief Experience Officers and heads of customer experience responsible for operationalising CX strategy across an organisation
- Senior leadership teams and boards deciding how to integrate AI and automation into customer-facing operations without eroding the brand
- CMOs and heads of digital who are moving their organisations from campaign-driven marketing to experience-driven growth
Audience outcomes
- A usable framework for turning customer experience from a strategic slogan into a daily operating decision
- Specific examples from companies currently getting CX right, and those getting it wrong, drawn from Morgan’s primary-source interviews
- A specific assessment of where AI genuinely improves customer experience and where it currently makes it worse
- A checklist of what customer-focused leaders do differently, drawn from the research behind The 8 Laws of Customer-Focused Leadership
Talks
A leadership playbook for making customer experience a daily operating discipline inside organisations facing commercial, technological and generational pressure.
Key takeaways:
- The specific laws that separate companies delivering consistent CX from those that only claim to
- A 90-day plan for turning customer-first intent into operational reality
- What to measure, and what to stop measuring, to keep CX at the centre of the business
A walkthrough of Morgan’s WAYS framework, structured to help organisations convert CX intent into repeatable leadership decisions.
Key takeaways:
- How to build a customer experience mindset that holds up under commercial pressure
- Named examples of companies successfully applying each step of the framework
- Action items teams can take back into their own organisation the following week
A keynote on using AI to create emotionally resonant customer moments at scale, drawing on examples from brands including United Airlines, Canva and Replicant.
Key takeaways:
- Where AI meaningfully improves customer experience, and where it currently degrades it
- Specific examples of AI customer experiences that build preference rather than friction
- A framework for evaluating AI investments against customer experience outcomes