Episode 191: The Evolution of Customer Experience: Insights from Blake Morgan

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Oct 2, 2024

Blake Morgan, a seasoned expert in customer experience and best-selling author with a rich background at companies like Coca-Cola, discusses the evolution of customer experience. She highlights core principles from her book, offering strategies for integrating customer feedback and fostering a culture where everyone owns the customer experience. Blake emphasizes the need for leadership to adapt, especially with AI in customer service, and points out the transformative impact of brands like T-Mobile that embrace a customer-centric approach.

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Intro

00:00 • 4min

Navigating Product Management and Customer Experience Enhancement

04:09 • 4min

Customer Experience: A Holistic Approach

08:08 • 17min

Transforming Customer Experience: The T-Mobile Revolution

25:09 • 3min

Adapting Leadership for AI-driven Customer Experience

27:52 • 13min

Fostering a Customer-Centric Culture in Product Management

41:21 • 2min