Blake Morgan
Bestselling Author, Customer Experience Speaker, Founder of CXOHouse.com
Blake Morgan
Bestselling Author, Customer Experience Speaker, Founder of CXOHouse.com
Biography
Blake Morgan is a customer experience futurist and the author of three books on customer experience, including her latest, The 8 Laws of Customer-Focused Leadership: New Rules for Building Business Around Today’s Customer. She was dubbed “The Queen of CX” by Meta and named one of top 40 female keynote speakers by Real Leaders magazine.
Blake is the host of The Modern Customer Podcast, a LinkedIn Top Voice, and a LinkedIn Learning instructor whose courses have reached thousands of professionals. She serves as a guest lecturer at Columbia University and the University of California, San Diego. She’s also adjunct faculty for Rutgers’ executive education MBA program.
Blake has worked with leading brands including Home Depot, Amazon, Marriott, Coca-Cola, AT&T, and the Federal Reserve Bank. She lives in Southern California with her husband, their two children, and two dogs.
Speaker Videos
Speaking Reel
2026 Highlight Reel
Speech Topics
The Four Drivers of Durable Loyalty in the AI Era
In an era where AI can automate transactions but cannot manufacture trust, customer loyalty has never been more fragile — or more valuable. In this forward-looking keynote, Blake Morgan reveals The Four Drivers of Durable Loyalty in the AI Era, a practical framework for building emotional connection, behavioral consistency, and long-term growth in a world of rising expectations. Drawing on research, real-world brand examples, and insights from global customer leaders, Blake shows how loyalty is no longer owned by marketing alone — it is designed through operations, powered by data, enabled by employees, and strengthened through intelligent personalization. Leaders will walk away with a clear blueprint for building loyalty that lasts — not because customers are locked in, but because they choose to stay.
Audience Will Learn:
- The four drivers that separate transactional loyalty from true emotional commitment
- How AI can strengthen — not weaken — human connection
- Why operational excellence is the foundation of repeat business
- The role of employee experience in driving customer retention
- Practical steps to create loyalty that fuels predictable growth
The 8 Laws Of Customer Focused Leadership
One thing is clear: customers are more fickle than ever, and loyalty to any one brand is fading. At the same time, many well-intentioned companies are still falling short of customer expectations—despite having everything they need to succeed.
Customer experience has changed. New technologies, shifting values, generational demands, economic uncertainty, and the speed of innovation are redefining what customers expect. So how do you stay customer-focused in the face of all this?
CX futurist Blake Morgan shares eight new laws that today’s most successful companies follow. Backed by cutting-edge research and insights from top industry leaders, this book is a guide to putting the customer first—every single day.
Customer experience is a decision leaders must make every day, and this book shows you how:
- Create a customer experience mindset.
- eXceed longterm profit expectations by giving up short term profits.
- Lay out your customer experience strategy creation and stick to it.
- Embark on your 90 day get started plan.
- Anticipate the future by being a customer experience futurist.
- Don’t forget that employees are customers too.
- Evaluate success and measure what can be measured.
- Reaffirm the priority - keep CX front and center.
Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader.
4 Ways to Make a Customer Experience a Decision
In this speech, CX expert and best-selling author Blake Morgan walks you through her WAYS framework—a practical guide for turning customer experience into an everyday business decision.
Join this session to hear real-world examples and clear action items for each step in the framework. No matter where you are in your customer experience journey, this keynote will help you move forward, connect with today’s customers, and stand out from the competition.
Designing AI Experiences That Customers Remember
AI is everywhere, yet most customer experiences still fall flat. In this keynote, Blake reveals how AI can move beyond automation to create meaningful, emotional moments at scale. She shares real-world stories from brands like United Airlines, Canva, and Replicant to show what’s possible when AI is designed with empathy and purpose.
This keynote is built for customer experience leaders, digital strategists, employee experience teams, and innovation executives looking to use AI more intentionally.
Core message: The best AI experiences don’t feel artificial. They feel unforgettable.
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