Repetitive inbound calls may seem small, but across a contact center, they add up to real cost. Lost time. Burned-out agents. Slower service. The good news? It's all avoidable. That’s exactly what RingCentral's AI Receptionist is built to fix. If you lead CX transformation,

Who’s really serving the customer—Zillow or Compass? Zillow says it’s about transparency and access. Compass says it’s about control and privacy. At the heart of this lawsuit is a bigger CX question: Should buyers get access to every home, or should sellers control how and

What happens to companies that treat CX as an edge instead of the core? This week on The Modern Customer Podcast, I share 5 trends CX leaders must act on now—AI, trust, EX, and more. 🎧 Listen now to get ahead of what’s next! blakemichellemorgan.com/podcast/5-cust…

Consumers are rethinking what they spend on and the shift is clear. They’re skipping big purchases but still saying yes to what feels like an experience. The latest Consumer Confidence data shows: 👉 Uncertainty around the economy, job stability, and AI is real 👉 But

Every minute spent on a routine call is a minute lost on work that actually drives the business forward. The good news? RingCentral's AI Receptionist can step in so your team spends less time on repetition and more on impact. Save your seat for RingCentral’s next AI Real Talk

What do you think the grocery experience will look like in 5 years? Amazon has a vision—and it’s moving fast. In a recent internal meeting, Amazon’s VP of Worldwide Grocery and CEO of Whole Foods, Jason Buechel, didn’t hold back. When a team member raised concerns about

Young people aren’t just struggling to find jobs. They’re losing confidence—in the economy, in their future, and in the system. LinkedIn's latest Workforce Confidence survey shows Gen Z is the least confident about their job prospects. And for good reason. So how do we help

Would you leave OpenAI for $100M? Because that’s exactly what Meta is offering to top AI researchers. And some are saying yes. Why? Because the race is no longer about building smarter assistants. It’s about creating AGI—Artificial General Intelligence. AGI is: ✅

Canva has 230M+ users. Their AI features? Used over 16B times last year. In this episode of The Modern Customer Podcast, I talk with Canva’s Chief Customer Officer Rob Gilio about how they scale CX without losing simplicity. 🎧 Listen now: blakemichellemorgan.com/podcast/how-ca…

Too many contact centers are using top talent to handle bottom-tier questions. If that’s still your reality, you’re not scaling — you’re losing ground. In RingCentral’s latest AI Real Talk webinar, “Powering Proactive Customer Service with AI,” I sat down with RingCentral’s

Beauty shoppers spend up to 40% more in-store than online. And SEPHORA is putting that insight to work. Just in time for Prime Day, they launched Beauty Delivered—a partnership with Lyft to literally drive customers to the store. Why? Because the numbers speak for themselves:

This week on The Modern Customer Podcast: UBS Chief Experience Officer Allison Landers on scaling digital banking without losing the human touch. A powerful look at trust, tech, and transformation. Listen here: blakemichellemorgan.com/podcast/balanc…

CXOs are under pressure from customers, executives, and teams. Yet most conversations about customer experience happen in broad, one-size-fits-all forums that don’t speak to the complexity of the role. That’s why I started CXO House—a private, off-the-record network where Chief

AI is everywhere in the conversation right now with the promise to transform how we work, lead, and serve customers. The reality is, most companies still haven’t nailed the basics. Ford’s CEO recently said AI could replace half of all white-collar jobs. Yet Ford also just

This week on The Modern Customer Podcast, Verizon just rolled out its biggest customer experience transformation yet. 400+ new stores. A redesigned app. AI tools built with frontline teams. Verizon CXO Brian Higgins breaks down Project 624. Listen now! blakemichellemorgan.com/podcast/verizo…

Consumers are feeling better, but they’re not ready to commit. Sentiment just hit a 5-month high at 61.8, according to the University of Michigan. A step forward—but future confidence is still fragile. People want to spend, travel, and invest. But they’re holding back. This is

In customer experience, you can be right or you can be kind. Hertz is using AI to scan every returned car like an “MRI.” One customer was charged $440 for a one inch scuff. No conversation. Just a bill. The tech is impressive. But the experience is not. This is what happens

At a recent CXO House session, we agreed that many Chief Customer Experience Officers have all the responsibilities of CEOs—without the title. That theme stood out in our third session, where a former Chief Customer Officer shared how they stepped into the CEO role of a

Customers want AI to feel like a genie in the bottle, granting every wish. But as the The Wall Street Journal reports, even the biggest tech players—Apple, Microsoft, Google, Samsung—have had to backtrack on promises that today’s AI simply can’t deliver. You wanna win with

This week on The Modern Customer Podcast, Jeff Gelfuso, Chief Design Officer at Qualtrics, joins me to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters trust, & measurable results. Listen now! blakemichellemorgan.com/podcast/people…