My thoughts from Day One at @salesforce Connections #CNX26 #Salesforce

Jeannie Walters joins The Modern Customer Podcast to discuss her new book, Experience Is Everything, and why AI without strategy, alignment, and operational discipline will not improve customer experience. 🎧 Watch the full episode: blakemichellemorgan.com/podc… cc: @jeanniecw

This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global Servicing @AmericanExpress, shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations. Tune in now! blakemichellemorgan.com/podc…

Customers may forget the exact inflation number, but they feel rising prices every single day — at the gas pump, the grocery store, and in every monthly bill.

At @united Airlines, AI-powered personalization is changing that—turning delay updates into real-time, flight-specific communication. Watch the full episde: blakemichellemorgan.com/podc…

Most of us want things to stay the same, we want to be loyal to the brands we buy from. But brands - when they do not deliver on their promise - make that very hard! This speech on "durable loyalty and AI" was delivered in March of this year.

This week on The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at @united Airlines shares how they measure performance through the customer lens—and deliver CX at scale.🔗blakemichellemorgan.com/podc…

Service reps are spending more time navigating systems vs. helping customers. The shift now is toward unifying data, workflows, and AI. @ServiceNow’s CX Shift report shows how top companies do this. #ServiceNowPartner #Ad #CXLeadership #AI #ServiceNow 🔗bit.ly/4cOQlrF

At CVS Health, AI is helping teams better understand and engage consumers—delivering more relevant experiences at the right time through stronger data and analytics. Josh Weiner, SVP of Consumer Engagement & Analytics at @CVSHealth, shares how this plays out. 🔗blakemichellemorgan.com/podc…

Announcing! Working with organizations around the world, I’m seeing AI open up a new chapter in customer experience—where every interaction can feel more connected, more relevant, and more human. How to deliver customer experiences that actually feel connected. This reel is a snapshot of that work—bringing together ideas on AI, operations, and what it really takes to make experiences feel seamless at scale. Grateful for every stage, every conversation, and every team doing the work to get this right. 🎥 Here’s a look

Organizations are starting to rethink how service is delivered—bringing together AI, data, and workflows so interactions don’t reset every time. The @ServiceNow CX Shift report outlines what top companies are doing to get it right. Learn more: bit.ly/4cOQlrF #ServiceNowPartner #Ad

Costco is one of the most iconic customer-focused brands! They have the best kind of loyalty - pricing loyalty - because customers know if they get a price from Costco, it's the best price possible. 5 reasons customers stay loyal to Costco (without needing “loyalty tricks”): 1. They remove friction with limited choices 2. They build trust through consistent value 3. They prioritize employees—and it shows in the experience 4. Their membership model creates belonging, not gimmicks 5. They deliver the same experience every single visit No flash. No over-engineering. Just consistency.