How Creative Thinking Unlocks the True Power of AI in CX

The missing piece in AI-powered CX? Creative thinking.

This week on The Modern Customer Podcast, I’m joined by Zendesk CTO Adrian McDermott, live from the Zendesk Relate conference in Las Vegas.

We explore why AI alone isn’t enough—and how customer experience leaders must pair technology with imagination to drive meaningful innovation.

Inside the episode: 

✔️ RAG: The new standard for self-service ✔️ Agent co-pilots that reduce training time ✔️ Smarter automation that actually delivers

🎧 Listen now and let me know how you’re combining creativity with AI in your own work.

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.

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