Blake's Customer Connection

Blake's Customer Connection

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Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy
Inside Verizon’s largest CX initiative yet—built from the ground up to fix friction, empower teams, and deliver real results.
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Blake Morgan
Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
How UBS is modernizing client journeys, scaling digital banking, and preserving the trust that built its brand.
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Blake Morgan
How Canva Serves 230M+ Users with Customer Experience, AI, and Data
Canva’s Chief Customer Officer reveals how the company scales CX across 230M users—by keeping the customer at the center.
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Blake Morgan

June 2025

5 Customer Experience Trends Every Leader Needs to Act On Now
Customer experience is no longer a “nice-to-have.” It’s a core business driver that directly impacts growth, loyalty, and long-term success for modern…
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Blake Morgan
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How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts
Modern CX leadership isn’t about dashboards.
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Blake Morgan
This AI Voice Agent Handles Roadside Calls—Watch the Demo
If you’ve ever been stuck on the side of the road, you know the real frustration isn’t the flat tire—it’s the call for help.
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Blake Morgan
Experience AI-Powered Customer Service Trained on Half a Billion Calls
What does half a billion minutes of AI-powered customer service calls sound like?
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Blake Morgan
Hospitality Leadership and the Culture That Powers Great Customer Experience
What can hospitality teach us about creating experiences that truly stay with people?
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Blake Morgan

May 2025

Prudential’s 150-Year Culture of Customer Experience Leadership
Prudential Financial, now 150 years strong, shows how legacy companies can lead in both customer experience and AI innovation.
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Blake Morgan
Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience
Energy is one of the few services people rely on daily but rarely think about until the bill spikes or the power goes out.
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Blake Morgan
How AI Powers Science, the Workplace, and Real-World Impact
What happens when AI becomes part of everyone’s job, from the research lab to everyday workflows?
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Blake Morgan
The AI Powering 5 Billion Customer Resolutions—and the Future It’s Creating for Service
AI is transforming service, but only if it works fast, scales responsibly, and enhances real connection.
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Blake Morgan
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