Customer Experience keynote speaker, CX Futurist, bestselling author, host @ Modern Customer Podcast, 2 amazing kids w/@JacobM
Los Angeles, CA
Joined July 2008
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This week on The Modern Customer Podcast, Andrea Felixon, Director of Customer Connections at Quoizel, shares lessons on mastering the basics of CX. For nearly a century, Quoizel has built its lighting business on quality and lasting relationships. Tune in now! blakemichellemorgan.com/podc…
Invest in good CX and you will never have to course correct. You will never have egg on your face. AI can save money, but cost savings don’t prove it’s ready for your customers. Klarna claims AI did the work of 853 agents and saved $60 million. But did customers get better service?
@BreezeAirways is growing 30% year over year. Chief Guest Officer Dana Shapir on keeping CX ready for rapid growth. Full episode tomorrow on The Modern Customer podcast. blakemichellemorgan.com/the-…
Watch the full episode with Dana Shapir, Chief Guest Officer at @BreezeAirways
blakemichellemorgan.com/podc…
How do you prepare your teams to deliver great CX as your brand grows 30% year over year? Dana Shapir, Chief Guest Officer at @BreezeAirways, shares what it takes to prepare teams and keep guest experience at the center of that growth. Catch the full episode🔗 blakemichellemorgan.com/podc…
This week on The Modern Customer, @dogtopia CEO and president Neil Gill shares how the company combines employee training, local relationships, and technology to grow while keeping dogs and their families at the center. Tune in now!
🔗blakemichellemorgan.com/podc…
OK, WOW...it HAS HAPPENED.
We can no longer decipher between AI and a person.
This video is jaw-dropping!
48% of people who talked to it live thought it was a real human.
Did you notice her breathing and her ability to comprehend? The other video she makes fun of one of the employee's sweaters with perfect comic timing.
Buckle up, everyone!
Introducing Griffin, the first model to pass the video Turing test.
48% of people who talked to it live thought it was a real human. Previous systems have had a pass rate <3%. It is #1 on NVIDIA's benchmark for full-duplex AI video.
It’s the first Human Interaction Model (HIM).
Readers added context they thought people might want to know
The 48% figure and "video Turing test" claim are from Tavus's own study of 54 one-minute calls, not independently verified or using a standard protocol. Griffin-Lite leads NVIDIA's VideoFDB benchmark on their public leaderboard.
cellcog.ai/blog/tavus-gri…
research.nvidia.com/labs/amri/proj…
tech-ish.com/2026/10/02/tav…
Most companies want to be customer-centric. The difference is whether they can see customer feedback clearly and act on it.
Skai Kang, VP of Customer Success at @unitQsoftware, shares how connecting customer feedback to business metrics helps companies move the needle and truly walk the walk.
Listen to the full conversation below.
youtu.be/hvOSBJFyFbA
Rachael Zaluzec, SVP of Customer Experience and Brand Marketing at Volkswagen of America, shares how bringing marketing and CX together helps the company use customer insights to build on what’s already strong about the brand and grow it.
Don't miss the full episode! xitter.cf/BlakeMichelleM/status/…
At @VW, existing owners can become “walking advocates” for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway. Tune in to this week's The Modern Customer Podcast with Rachael Zaluzec.
blakemichellemorgan.com/podc…
At @VW, existing owners can become “walking advocates” for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway. Tune in to this week's The Modern Customer Podcast with Rachael Zaluzec.
blakemichellemorgan.com/podc…
This week on The Modern Customer Podcast, Rob Giglio, Chief Customer Officer at @canva, explains why user interface innovation must keep pace with AI innovation and how monthly active use helps Canva measure whether customers are succeeding. Tune in now! blakemichellemorgan.com/podc…
Today, @Zoom launched a new campaign called “Zoom Got It Done,” featuring Kate McKinnon from SNL.
I love how Zoom brings culture and AI together while showcasing its suite of offerings, including its customer service technology.
Whatever work throws your way, Zoom gives you the tools to get it done.
Learn more 👉 zoom.com/en/resources/zoomah…
#ZoomPartner #sponsored
What can AI give a support operation handling 120,000 tickets a year? Time.
At Super Dispatch, AI agents built with @getbotpress help support and compliance teams manage repetitive questions. Requests involving security are handed directly to people.
Andrew Dell, Support Operations Architect at Super Dispatch, explains how this approach helps the company apply AI where it provides the most value—and why some employees say they couldn’t work without it.
Listen to the full episode of The Modern Customer Podcast
👉blakemichellemorgan.com/podc…
This week on The Modern Customer Podcast, sponsored by @getbotpress, Andrew Dell, Support Operations Architect at Super Dispatch, shared how the auto transport platform is using Botpress AI agents to extend customer support beyond regular business hours. Tune in now! blakemichellemorgan.com/podc…
Don't miss this week’s episode of The Modern Customer Podcast featuring Heather Garboden, Senior Vice President and Chief Customer Officer at @AmericanAir, to hear how the airline is approaching AI across the travel journey.
Here's the link to the full episode: blakemichellemorgan.com/podc…
Alo uses AI behind the scenes to predict demand and keep the right merchandise available. The result? 8.2% fewer abandoned sales and a 6.8% improvement in revenue-weighted availability. Customers find what they want more easily, and Alo turns more demand into sales.
For a Fortune 100 company with more than 180 years of history, transformation requires more than adopting new technology. This week on The Modern Customer Podcast, Regina Warga, Vice President of Experience and Digital Marketing at @NewYorkLife, shares how the company is modernizing its insights function by bringing together research, Voice of the Customer, and CX strategy. Tune in now!
blakemichellemorgan.com/podc…
