Blake's Customer Connection
Blake MorganI teach you how to win with customer experience
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 133 | Founded | 2 years ago | Last Issue | 7 days ago |
| Active | |||||
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blakemorgan.substack.comLatest Issues
American Express on AI-Powered Personalization at Scale
American Express is responding to rising customer expectations with AI-powered personalization designed to make support faster, more relevant, and more seamless across every interaction.
As customers increasingly expect experiences tailore...
Build a Brand Like Trader Joe’s: Why Human Interaction Still Drives Customer Loyalty
Retail is evolving with increased automation, including self-checkout, digital tools, and fewer in-person interactions. But customer experience is still shaped by what happens in the store.
Trader Joe’s has built a loyal customer base thro...
United Airlines’ Chief Customer Officer on Scaling CX Through Operations
The airline industry is one of the most complex and dynamic environments to operate in—and for customers, every trip is a direct experience of how that system performs.
United is the world’s largest airline, serving 180 million customers a...
CVS Health on Where AI Is Delivering Value in Healthcare
At CVS Health, AI is delivering value by improving how teams understand and engage consumers—through better use of data and analytics.
In this episode of The Modern Customer Podcast, Josh Weiner, Senior Vice President of Consumer Engagemen...
What It Takes to Deliver Customer Experience That Feels Personal at Scale
Customer experience isn’t failing at the point of interaction. It’s failing in the systems that support it.
According to ServiceNow’s CX Shift report, 50% of customers cite lack of empathy as their top frustration, and nearly half say they...
Audience Metrics
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| Subscribers | Engagement | 71 | Monthly Web Visits | ||
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| Accepts Sponsors | Estimated Cost per Ad | ||||
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Authors
The writers behind this newsletter.
Blake Morgan was called The Queen of Customer Experience by Meta. She's the author of three books on customer experience. She's the host of The Modern Customer Podcast, and is happily married, with two amazing kids.
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