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 businesses.
If your company isn’t customer-centric at the core, it won’t stay competitive in the next five to ten years.
In this special solo edition of The Modern Customer Podcast, I zoom out to share a quick pulse check on where customer experience is heading and the five trends I’m seeing shape the next wave of transformation.
Here are the 5 customer experience trends every leader needs to act on now:
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Generative AI is going from hype to help
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Personalization is really growing up
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Trust is the new currency
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Employee experience equals customer experience
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Speed to value is everything
From voice AI resolving roadside assistance with zero human handoff to airlines rerouting passengers in real time, customer experience is becoming faster, smarter, and more human-feeling than ever.
The most successful companies aren’t waiting. They’re breaking silos, modernizing operations, and using AI to create seamless experiences across marketing, product, service, and tech.
If you’re leading CX, digital, or service transformation, don’t wait for disruption to force your hand. Tune in now and future-proof your strategy for what’s next.
Have feedback or want to share how you’re using AI in CX? Send me a note at [email protected].
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
For regular updates on customer experience, sign up for her weekly newsletter here.