Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question becomes operational. In this special takeover episode of The Modern Customer Podcast, Jacob Morgan shares insights from The 8 Laws of Employee Experience, based on research with more than 100 CHROs. He explains why CX and EX operate as one system—and how leadership decisions behind the scenes shape customer outcomes. This conversation gives CX leaders a practical, systems-level lens to strengthen trust, consistency, and performance as AI raises the stakes. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.

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