Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

6 Best Practices For Chatbots

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Photo by Andrea Piacquadio from Pexels

Chatbots are undeniably the future of customer experience.

An increasing number of customers prefer to interact with bots over humans, largely because chatbots offer the things customers crave the most: convenience and speed.

Chatbots can answer 80% of routine questions and provide a much more efficient alternative to waiting on hold to talk to a human.

For businesses, chatbots can significantly cut costs (an estimated $8 billion) and lead to faster resolution time and more time for human agents to focus on larger, more complicated issues.

Chatbot usage took off during the pandemic, increasing …
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Conversational AI is the Future of CX

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Every day, we text to communicate and quickly share news and questions with our family and friends.

Why can’t contacting a brand be that simple? 

That’s the question that caused Mike Myer to create the digital CX company Quiq. As CEO, Myer has a unique view of the future of conversational AI and its power to transform customer experience.

Conversational AI allows customers to chat with human agents or bots through text on a variety of channels and quickly and conveniently get the information they need.  

One channel Quiq’s customers have …
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No Need To Wait: 5 Examples Of Instant Gratification

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Photo: Photo by Andrea Piacquadio from Pexels

Good things don’t always come to those who wait. In our ultra-connected and high-speed world, two-day shipping has been replaced by two-hour delivery, and waiting for a physical item has been replaced by streaming and instant downloads. 

Modern customers are all about instant gratification.  

The ability to provide instant gratification is the next battlefield for CX. With advancements in technology, processes and deliveries that used to take days or weeks can now be done in minutes or hours. 

Instant gratification doesn’t necessarily mean that customers receive their products instantly, it means delivering instant …
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How To Deliver B2B CX In a Post-COVID World

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3 Steps to Practice Long-Term Thinking

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The last nearly two years have been dominated by short-term thinking. With the pandemic and world changing so rapidly, most companies had to abandon long-term plans to focus on what’s right ahead of them. In our personal lives, most of us are more focused on getting through the day than working towards our long-term plans.  

Short-term thinking isn’t bad, but according to Dorie Clark, author of The Long Game, we can’t live our whole lives in emergency mode. When individuals and companies are too focused on short-term thinking, we miss the …
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What Modern Customers Want In a Real Estate Experience

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To say the real estate market in 2021 is a wild ride would be an understatement.  

Anyone who has looked at buying or selling a home recently can understand the roller coaster of emotions in this crazy climate.  

But the ups and downs of real estate, especially in the current fast-moving state, require a special focus on relationships and customer experience.  

According to Deanna Haas, SVP of customer experience at SOLD.com, one of the biggest challenges for consumers navigating the real estate world is the abundance of options. Aside from the …
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How to Implement AI Marketing in 5 Steps

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The future of marketing is artificial intelligence.  

But marketers are often faced with technical jargon and code instead of tactical ways to improve their strategies. Author and marketing professor Raj Venkatesan says marketers don’t have to know how to code, but they do need to understand the concepts of AI to build smart strategies and deliver superior customer experiences.  

In his new book, The AI Marketing Canvas, Venkatesan breaks it down to a five-stage road map of how to implement AI in marketing.

Before embarking on that roadmap, marketers need to understand the …
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How To Be A Better Leader for Customers and Employees

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Like nearly everything else in the world, leadership has changed dramatically over the last 18 months. Leaders are now faced with a new set of priorities and challenges as they lead their organizations in a rapidly changing world and lead teams and customers who are facing struggles and changes of their own.  

Liz Wiseman, author of Multipliers and Impact Players, says that leaders who want to lead through uncertainty have to lead differently.  

Too often, leaders who are trying to do the right thing slip into the role of having to have all …
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No Coverage, Big Problem – Verizon Provides Poor Customer Experiences In Calabasas And San Fernando Valley

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No cell service is a customer experience problem. Photo by MART PRODUCTION from Pexels

 

I recently moved from the Bay Area to Los Angeles – specifically the San Fernando Valley – Calabasas.

My new home and neighborhood, while lovely, has a glaring issue I did not realize was as bad as it was.

No cell service.

I’m a busy entrepreneurial working mom. I rely on my phone for my business, for my kids, and for emergencies, and without good cell service, my family is vulnerable.

Between the many errands of unpacking our new house, getting the kids settled in …
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How David’s Bridal Launched A Successful Loyalty Program During A Pandemic

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Most people don’t associate bridal stores with loyalty programs.  

Especially in the middle of a global pandemic when most weddings were postponed or downsized.  

But the David’s Bridal loyalty program Diamond, launched in December 2020, is defying the odds and has already paid dividends with huge amounts of loyal and satisfied customers.  

The program was created as part of David’s Bridal’s transformation to return customers to the center of the experience. CEO Jim Marcum said the company had lost its way by not focusing on what brides needed to make their wedding planning experiences amazing.…
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