Ellen MacArthur
Dame Commander of the British Empire | World Record Solo Circumnavigator | Founder, Ellen MacArthur Foundation | Circular Economy Pioneer
Blake Morgan
"The Queen of CX" (Meta) | Customer Experience Futurist | Bestselling Author of 3 CX Books | Host, The Modern Customer Podcast | Forbes Contributor
Dubbed "The Queen of CX" by Meta, Blake Morgan has spent nearly two decades defining what great customer experience looks like — and how any organization can build it. The author of three bestselling books and host of The Modern Customer Podcast, she brings proprietary frameworks, cutting-edge research, and real-world case studies from Amazon to the Federal Reserve to every keynote. Her sessions turn CX ambition into organizational action.
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Blake Morgan biography
Dubbed “The Queen of CX” by Meta, Blake Morgan is the world’s most recognized customer experience futurist, a bestselling author, keynote speaker, and one of the most prolific educators in the field. For nearly two decades, speaker Blake Morgan has helped organizations understand not just what customer experience is, but why it is the single most powerful competitive advantage available to any business, and exactly how to build it from the inside out.
As a customer experience speaker, Morgan has written three landmark books that chart the evolution of the discipline. Her debut, More Is More: How the Best Companies Work Harder and Go Farther to Create Knock-Your-Socks-Off Customer Experiences, established her voice. Her second, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business (HarperCollins), was named by Business Insider as one of the top 20 books executives are reading and ranked among Book Authority’s Top 100 Future of Technology Books of All Time. Her latest, The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today’s Customer, draws on fresh research and interviews with top leaders to give executives an actionable framework for embedding customer-centricity at every level.
Beyond the page, she reaches professionals at scale. She hosts The Modern Customer Podcast, a weekly program on how the most forward-thinking companies make customers’ lives easier. A LinkedIn Top Voice and LinkedIn Learning instructor whose courses have reached thousands, she writes regularly for Forbes and Harvard Business Review and founded CXO House, a community and resource hub for customer experience leaders.
Teaching, Research, and Real-World Impact at Scale
Morgan is a guest lecturer at Columbia University and UC San Diego and adjunct faculty for the Rutgers Executive MBA program, bringing her frameworks to the next generation of leaders in the classroom as well as on the conference stage. She has worked directly with some of the world’s most demanding brands, among them Amazon, Home Depot, Marriott, Coca-Cola, AT&T, Allstate, Accenture, Adobe, Verizon, and the Federal Reserve Bank. Real Leaders magazine named her one of the top 40 female keynote speakers in the world, and she is consistently ranked among the top CX thinkers globally.
As a speaker, Blake Morgan pairs the rigor of a researcher with the energy and relatability of a world-class communicator. Her keynotes are grounded in current data and case studies, delivered with humor and warmth, and built around proprietary frameworks, including the WAYS model and her Eight Laws, that give audiences a clear, practical path forward. Organizations book Blake Morgan when they want their teams to leave not just inspired but genuinely equipped to transform how they think about and deliver customer experience at every level.
Blake Morgan Speaking Videos
The Future Belongs To Companies That Create Incredible Customer Experiences
Blake Morgan - Customer Experience
Blake Morgan Keynote Topics
In a world where customers are more demanding, less loyal, and more empowered than ever, the old rules of customer experience no longer apply. Drawing on her latest book and research with top leaders across sectors, Blake Morgan presents eight evidence-based laws that the world's most customer-centric organizations live by every day. From building a genuine CX mindset to measuring what actually matters, each law comes with a clear action plan leaders can begin applying the moment they leave the room. This is the definitive keynote for organizations ready to move from CX intention to CX transformation.
Most organizations know customer experience matters; few have woven it into how they make decisions every day. In this keynote, Blake Morgan introduces the WAYS framework, a practical, step-by-step approach to turning customer-centricity from a periodic initiative into a consistent operating reality. Through relatable stories and concrete action items from the world's most admired brands, she shows how companies of any size or industry can build CX into their culture, strategy, and operations, and what separates the leaders who talk about putting the customer first from the ones who actually do.
AI is reshaping every dimension of customer interaction, yet most AI-driven experiences still feel impersonal and disconnected. In this forward-looking keynote, Blake Morgan explores how organizations can move beyond treating AI as a cost-reduction tool and start using it as an experience design platform that creates meaningful, emotionally resonant moments at scale. Drawing on real examples from brands including United Airlines, Canva, and Replicant, she gives CX leaders, digital strategists, and innovation teams a practical framework for making their AI experiences feel less artificial and more unforgettable.
Tomorrow's customers are already here, and they expect frictionless, personalized, on-demand experiences that most organizations are still not equipped to deliver. Adapted from her HarperCollins bestseller, this keynote gives leaders the ten defining principles for building a future-ready, customer-obsessed organization. Blake covers how to fold emerging technologies such as AI, automation, and analytics into a coherent CX strategy, how to shift an entire organization from product-focused to customer-focused, and how to build the culture, systems, and leadership behaviors that will decide which companies win the next decade's most valuable customer relationships.
Speaker topics
FAQs on Booking Blake Morgan
Why Blake Morgan?
Blake Morgan is the definitive choice when your event needs a customer experience keynote that goes beyond buzzwords and delivers real, actionable change. Dubbed "The Queen of CX" by Meta, she brings together three bestselling books, nearly two decades of CX research, and direct work with Amazon, Marriott, Coca-Cola, AT&T, and the Federal Reserve Bank in presentations that resonate from the C-suite to the frontline. Her proprietary frameworks, including the WAYS model and the Eight Laws of Customer-Focused Leadership, give your team a concrete roadmap they can start using immediately, and she is consistently rated among the most dynamic speakers in the field. Contact Aurum Speakers Bureau to check Blake Morgan's availability for your next event.
What are Blake Morgan's three books on customer experience?
Blake Morgan has written three books that shaped how business leaders think about CX. More Is More (2017) challenged companies to invest more energy and focus into customer experience rather than cutting corners. The Customer of the Future (HarperCollins, 2019) laid out ten guiding principles for winning tomorrow's business, integrating AI, automation, and analytics into a practical CX strategy, and was ranked among Business Insider's top 20 books executives are reading. Her latest, The 8 Laws of Customer-Focused Leadership (2024), distills her most current research into eight actionable laws the world's most customer-centric companies follow every day, offering a complete transformation framework for leaders at any stage.
What is Blake Morgan's WAYS framework?
The WAYS framework is Blake Morgan's proprietary approach to making customer experience a consistent, embedded business decision rather than a one-time initiative. Each letter stands for a practical step that turns customer-centricity from an aspiration into an operating reality. The framework shows organizations how to understand their customers' needs more deeply, align strategy and culture around the customer, act on insight with intention, and sustain momentum over time. Blake walks audiences through each component using real examples from leading brands, making it immediately applicable regardless of industry, company size, or where an organization sits on its CX journey.
What topics does keynote speaker Blake Morgan cover?
Blake Morgan speaks on customer experience strategy and innovation, AI-powered customer experiences, customer-focused leadership, the future of CX in an AI-driven world, employee experience as a driver of CX excellence, digital transformation, and how to build a truly customer-centric culture. Her keynotes are fully customizable for executive leadership teams, marketing and CX conferences, technology summits, and customer service events. To explore topic customization and availability, contact Aurum Speakers Bureau.
How to book Blake Morgan as a keynote speaker?
Aurum Speakers Bureau can help you book Blake Morgan as a speaker for your next event, conference, or board meeting. Simply fill out our contact form to inquire about Blake Morgan's availability for a speaking engagement. One of our booking agents will respond to your request immediately and contact the speaker to let them know you want to hire them. We will assist you with obtaining speaking fees, booking information, and confirming availability for Blake Morgan or any other top keynote speaker or celebrity of your choice.
How much is Blake Morgan speaking fee?
Blake Morgan speaking fees are determined by several factors, including the event's date, whether it's a virtual or in-person event, the duration, format, preparation required for their speech, and more. The same applies to the cost to hire any other top expert speakers and celebrities. The Speaker Fee Range listed on our website is simply a guideline and is subject to change without notice. If you would like to hire Blake Morgan to deliver a keynote speech for your event, please fill out the contact form or email us at info@aurumbureau.com with as much detail as possible. One of our experienced agents will get in touch with you and let you know exactly how much it will cost to book Blake Morgan.
How can I contact Blake Morgan?
We only work with Blake Morgan on paid speaking engagements. Aurum Speakers Bureau can assist you in booking Blake Morgan and will handle all negotiations, contracts, and logistics associated with having Blake Morgan speak at your event. We will be your sole point of contact throughout the process. Get in touch with Aurum Speakers Bureau today, and we will reach out to any motivational speaker or celebrity you want to enquire about speaking at your event. If you wish to contact Blake Morgan for any other reason, we will be unable to assist you as we are not authorized to provide personal contact information.
Can I book Blake Morgan for a virtual keynote?
Yes, Blake Morgan is available for virtual keynotes and webinars. To book Blake Morgan for a virtual event, please complete the contact form or send us an email to inquire about the special fees for virtual engagements.
