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.

Stacy Sherman, a seasoned business advisor and speaker in customer experience, teams up with Blake Morgan, a customer experience futurist and author, to dive deep into customer journey mapping. They discuss the pivotal role AI plays in enhancing customer interactions and agent experiences. The conversation turns to overcoming challenges in BPO services, emphasizing the need for effective knowledge updates. Personal insights add a light-hearted touch, revealing the importance of mental health and family connections in their busy lives.

Blake Morgan, a customer experience expert and author of three influential books, shares valuable insights on enhancing customer-centric strategies in business. She emphasizes the necessity of internal negotiation skills for leaders who wish to create a customer-focused culture. Blake offers practical tips for balancing immediate challenges with long-term objectives. Additionally, she discusses the emotional dynamics of customer interactions, highlighting the importance of empathy and self-care for both customers and employees to foster better service experiences.

In this engaging conversation, Blake Morgan, a customer experience futurist and author, dives into the essence of leadership in fostering a customer-centric culture. He highlights the intertwining relationship between employee satisfaction and exceptional customer service. Blake stresses the impact of AI on customer interactions while advocating for the critical human touch. He shares the importance of leaders actively connecting with customers to drive innovation and how businesses can maintain this focus even during economic challenges.

The podcast delves into Roku's role in shaping the future of streaming, focusing on data-driven personalization, interactive ads, and bridging the gap between viewers and brands. Sarah Monahan discusses B2B client experience, advertising in streaming, and the evolution of targeted advertising. The conversation includes discussions on personal preferences, streaming choices, work-life balance, and time management strategies.