Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How To Put CX At The Center Of Your Business

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Success comes from making customer experience central to your business. And that requires streamlining the experience for both customers and employees.

Steve Harding, Area Vice President of ServiceNow, says customer service starts with an effortless experience. Many companies focus on channels, but channels don’t solve customer problems, especially if they aren’t connected. Too often, customers start with one channel but are bounced around and have to try numerous outlets before they can actually get …
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Meeting Customers Where They Are: Lessons From The CEO of OhmConnect

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Energy costs and usage impact every homeowner, but most people don’t think much about the process. They flip a switch, the light turns on, and they pay their electric bill when it comes due.  

But as the energy grid ages and breaks down and the weather gets more extreme and threatens to knock out power, conserving energy and using it at the right time is crucial for homeowners.  

That’s where OhmConnect comes in. The company uses …
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Turn An Idea Into A Customer-Centric Brand

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Margaret Wishingrad didn’t grow up eating healthy foods.  

But as an adult, she developed healthy habits. She continued those habits when her first child was born, but she couldn’t find a healthy alternative to the sugar-filled cereals that lined the shelves.  

And Three Wishes Cereal was born.  

Wishingrad and her husband, Ian, spent two years testing new methods and ingredients to create a grain-free and dairy-free cereal with high protein and low sugar that actually tastes good.…
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In-Person Experiential Marketing Is Back

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After two years of creative digital marketing and virtual events, in-person experiential marketing is back. And it has the potential to revitalize and transform your customer experience.  

Bridget Hanrahan, Associate Director of Marketing Operations at Subaru of America, Inc, says experiential marketing helps Subaru connect with its customers on a more personal level.  

You can watch the video of our full discussion below. For more content like this, please subscribe to my Youtube channel.

Subaru’s in-person …
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How Well Do Marketers Understand CX?

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As CX grows as an industry and continues to show its impact on the bottom line, more marketers are tasked with leading it. But how well do marketers really understand CX?  

Digital marketing expert Jay Baer says that although there is a large overlap between marketing and CX, there are also crucial differences. While marketing is often tasked with bringing in new customers, CX is all about retention and creating loyal customers and strong relationships.  

You can watch the …
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Improving CX Starts By Empowering Contact Center Agents

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What’s the first step to offering the human element to service? Investing in your human employees.   

Contact centers play a crucial role in a customer’s experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio.  

You can watch the video of our full discussion below. For more content like this, please subscribe to my Youtube channel.

The past two years of a pandemic have been hard on …
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3 Strategies To Reach Post-COVID Customers

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Photo by Liza Summer from Pexels

The pandemic may be easing up in many parts of the world, but its effects will forever shape how we live, work and shop. 

The past two years have brought unbelievable challenges and changes. Throughout the uncertainty, people have evaluated their priorities and lifestyles. A full 50% of consumers say the pandemic caused them to rethink their purpose and reevaluate what’s important in life. 

Serving post-pandemic customers means understanding those changes and trends. Today’s customers demand fast, digital solutions. They want instant gratification from their choices and to be able to make purchases through …
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Transparency Is the Foundation of CX

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Today, companies face countless challenges, including staffing shortages, inflation, supply chain troubles and other sorts of other pandemic-related issues.  

These challenges give brands two choices: make excuses or show transparency.  

Alli Webb, founder of Drybar, is a long-time champion of what she calls radical transparency. For brands to be truly customer-centric, they have to be honest and not hide behind excuses.  

Transparency starts with empathetic customer-centric leaders. Not every customer interaction will be flawless, but leaders need to set the …
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How Anthropologie Balances Customer Data And Creativity

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A solid customer experience strategy is based on customer data. But the strategy for clothing and home décor company Anthropologie also includes creativity.  

Chief Marketing Officer Elizabeth Preis says creativity is the heart and soul of Anthropologie. And while data is often historical and focuses on what happened in the past, a creative focus drives inspiration and interest to the future.  

You can watch the video of our full discussion below. For more content like this, please subscribe to my Youtube channel…
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How Krispy Kreme Pivoted To A Digital Strategy

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Walking into a Krispy Kreme store hits all the senses—the smell of fresh donuts, watching the donuts come off the line, and the taste and feel of fresh donuts.  

But modern customers crave convenience, especially during a pandemic. How do you translate that same in-store experience to a digital strategy?  

Dave Skena, Krispy Kreme CMO, said that the move to digital and changing customer expectations show how CX has broadened. He and his team were tasked with bringing the magic to life …
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