Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

The Importance Of Performing A CX Audit

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In many companies, the customer experience happens by accident without much strategic thought. 

But a truly customer-centric culture and experience requires a thoughtful strategy and continual adjustments and improvements. And a large part of that is performing a CX audit. 

Jamie Haenggi is Executive Vice President and Chief Customer Officer at ADT, where she is focused on designing the CX journey across the entire company for its 6 million customers.  

One of Haenggi’s recent projects is an in-depth look and audit of the entire customer experience journey. The goal of the CX audit was to have a deep …
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The Rise Of Chief Experience Officers

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Over the last few years, more and more companies have created Chief Experience Officer positions, elevating the customer experience to the C-Suite. One person who stepped into this new role in 2019 was Julie Bowerman, Chief Global Digital Customer and Consumer Experience Officer of Kellogg’s. The titles and responsibilities of Experience Officers vary depending on the company, but the growth of the role shows the importance of customers in successful organizations. 

Although Bowerman has more than 20 years of experience building household name brands, this is her first role as a Chief Experience Officer. She is also the …
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How To Simplify Digital Transformation

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Even with innovations to medicines and treatments, how the pharmaceutical industry interacts with patients and customers has largely stayed the same for decades.  

But one company is breaking through the push and sell method with a large-scale digital transformation to disrupt the industry.  

Davidek Herron, Global Head of Digital at Roche Pharmaceuticals, believes that all companies can—and must—undergo digital transformations to provide value to their customers. Instead of simply doing things how they’ve always been done, companies in all industries must focus on finding gaps and adding value for their customers.  

As with everything, customer experience needs to …
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Customer Experience Starts With Company Culture

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When it comes to creating experiences customers remember, employees are your first line of defense.

According to Doug Woodard, CCXO of SimpliSafe, culture is transparent to customers. To create a strong customer experience, Woodard first works to create a strong company culture and employee experience.

How it feels to work at a company is also how it feels to be a customer there. If employees feel empowered and valued at a company, customers will also feel the same way. But if employees feel overworked and frustrated, those same feelings will come through to customers.  

Company culture has to …
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The Biggest Mistake Companies Make In Digital Transformation

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COVID highlighted the need for every company to be digital. But many companies face challenges when undergoing a digital transformation.

According to Nigel Vaz, CEO of Publicis Sapient, all companies need to challenge the status quo as they adopt new digital strategies and solutions.

He says the biggest mistakes companies make happen at the start and the end of the digital transformation.

The first mistake is not being clear on where the digital transformation starts and why. Some companies simply pick an area to transform and set the large-scale transformation in place without thinking through why they are …
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The Future of Customer Service Is Conversational

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10 years ago, people used to email, call, or text their friends and family. Today, the vast majority of conversation happens via messengers.

Business communication is set to follow the same pattern.

According to Paul Adams, VP of Product at Intercom, messengers like WhatsApp, WeChat and Facebook messenger have become the dominant way people communicate. It’s a fundamental change that is impacting the business world.

Most companies still rely on phone and email to communicate with customers, but Adams believes the future of business communication and customer service is conversational.

Moving away from traditional communication channels and towards messengers …
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3 Crucial CX Metrics

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The wireless industry may be the most competitive in the world.

To attract more customers, companies are constantly working to improve their services. That means delivering seamless, convenient experiences that modern customers crave. T-Mobile’s goal is to make customers’ lives easier as it connects them to the world. 

Competing on customer experience requires a strong understanding of the effectiveness of products, services and the overall experience. And that comes down to data, says Jon Freier, EVP of Consumer Group at T-Mobile.

There are numerous metrics to measure customer experience, but Freier looks at three main categories and activities:

  1. What
…
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How Kate Johnson Leads Change At Microsoft

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When Kate Johnson became president of Microsoft US four years ago, the stock price was at $44. Today, it’s around $260.

What’s the reason for the immense growth? Continual digital transformation and a commitment to change. At Microsoft, Johnson is a powerful change agent who works with CEO Satya Nadella and other executives to set the company on a fast track to the future.

Johnson believes that companies can have all of the ingredients for success, including a strong mission and employee experience. But if they don’t have a culture that enables change, their success will be temporary.

Lasting success …
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An Economist On Why Price Gouging Regulation Actually Caused More COVID Cases And Deaths

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At the height of the COVID pandemic in spring 2020, toilet paper and hand sanitizer were the hottest items on store shelves. The search for these essential items grew to a fever pitch, with customers lining up for hours and scouring the internet to get their hands on these hot commodities.

As demand skyrocketed and shelves cleared, many states and retailers put price gouging regulations into effect.

But those efforts to help consumers may have actually led to more COVID cases and deaths.

Gavin Roberts, assistant professor of economics at Weber State University, studied the impacts of price gouging …
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