Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

What Modern Customers Want In Light Of COVID

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Nearly a year into the global pandemic, what modern customers are looking for in the brands they interact with has permanently changed.

At the top of the list of customer priorities are health and safety.

Research from Volvo and Harris Poll found that COVID has altered the mindsets of consumers. In an unpredictable world, customers are looking for stability from brands they know and trust, which often translates into safety.

Despite economic uncertainty, Volvo has seen growth and success during the pandemic. According to Jim Nichols, Head of Product, Technology & Brand Communications at Volvo Cars, that’s because …
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6 Ways To Break Free From Boring Meetings

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Everyone who has sat through an irrelevant or bloated meeting knows the pain it can cause. Meetings that are too long, have too many people or wander from point to point can be counterproductive and put a drain on creativity. 

And somehow, during the COVID-19 pandemic, people are finding themselves in more meetings than ever before.

According to Steven Rogelberg, author of The Surprising Science of Meetings: How You Can Lead Your Team to Peak Performance, the problem isn’t that there are too many meetings, it’s that there are too many bad meetings. He suggests taking a …
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What Does Customer Loyalty Mean In 2021?

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It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery.

Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it.

According to Bram Hechtkopf, CEO of loyalty marketing and technology company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their emotional loyalty, or how they feel about a brand.

Hechtkopf breaks emotional loyalty into three …
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12 Steps to Digital Transformation That Can Help You Move Faster

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This webinar is brought to us by Clarabridge.

Watch it here HERE.

Whether you manage a large contact center or run a digital customer service program, transitioning to a more digital focused customer experience mindset is no longer a luxury, but a necessity. During this session, we will provide insight into ways Clarabridge helps customers to gain efficiencies in their digital transformation journey. Through automating certain day-to-day tasks, the agents can be freed up for more value-add activities and deliver an excellent customer experience.

Watch this on-demand webinar to learn:

  • 12 steps to Digital Transformation
  • How digital transformation
…
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Customer Experience Innovation – and Preparing the Customer of the Future of Finance

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This webinar is brought to us by Clarabridge.

Watch it here HERE.

COVID-19 has drastically changed the banking industry and created countless lasting effects including the almost overnight need for contactless payments, the dysfunction of digital bank offices for loan processing and the growing need for AI technologies to reduce customer effort and increase efficiencies. It has become more important than ever to improve the customer experience and journey, but many banks are unsure where to start or what improvements to focus on first.

Watch this on-demand webinar to learn:

  • Why the rise of digital only banks is
…
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Customer Experience Innovation – and Preparing the Customer of the Future of Healthcare

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This webinar is brought to us by Clarabridge.

Watch it here HERE.

According to a recent report, 81% of consumers are unsatisfied with their healthcare experience and the less they have to interact with the healthcare system, the happier they are overall. Now more than ever, healthcare providers are faced with numerous challenges due to rising costs, evolving customer expectations and complex health and technology ecosystems. In order to overcome these challenges and create sustainable industry-wide improvements, providers must work to decrease patient effort, increase the use of natural language processing in their contact centers and empower patients’ …
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How Bank Of America Pivoted To Serve Contactless Customers

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For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services.

The challenge now becomes how to pivot to best serve contactless customers.

According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.

Bank of America’s strategy has always been to deliver world-class service in a …
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How To Modernize Customer Interactions For The Smartphone Era

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It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person.

In recent years, many aspects of customer experience have been modernized and streamlined, such as the growth of chatbots and AI. However, even with these advancements, most customer interactions have stayed stagnant and without context.

But that won’t be able to continue …
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Blake’s 5% Rule For New Year’s Resolutions

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It’s the time of year when everyone is making New Year’s resolutions and setting goals for the coming year.

What do you hope to achieve in 2021? How do you want to improve yourself and your career?

For many of us, it’s been a complicated year and we’re looking for some change and improvement.

But too often we fall into the trap of thinking we have to reinvent the wheel and start completely fresh. If we want to make more money, we have to start a brand new business. If we want to lose weight, we have to go …
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Shep Hyken’s Prediction For 2021

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What’s the word of the year for customer service?

According to business and CX expert Shep Hyken, it’s empathy.

Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to their new way of interacting and facing constant change, especially as we head into the new year.  

Here are some of Shep Hyken’s predictions for 2021:

Customers Continue To Get Smarter

Today’s customers know what good customer …
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