Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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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The Five Attributes Of The Modern Leader

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Do your employees look up?

When they are faced with a challenge, do they feel comfortable discussing it with their manager, or do they feel they have to keep their head down and solve the issue themselves?

I once visited a company where employees were told not to look up; basically, if they came across a problem, they were supposed to solve it themselves and leave leadership out of it.

But that way of thinking is problematic for employees and doesn’t help customers get the level of help they need.

The contact center has always had a certain amount of …
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The Future Of Customer Service Doesn’t Involve Phone Calls

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Today, when most people think of customer service, they think of calling a contact center, waiting on hold and having their issue resolved—eventually.

But the traditional method of customer service phone calls is inefficient for companies, and customers don’t like it. The majority (59%) of modern customers avoid calling customer service as much as possible and would rather go through additional channels to contact customer service than have to use the phone. They are tired of the red tape, phone trees and wait times it takes to actually have their question answered.

And although the phone is still used in …
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The Customer Of The Future: The Psychological, Technical, and Experiential Strategies

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I have spent twelve years studying and championing customer experience, which only now seems to have reached a level where it is reverberating throughout the business world. Research shows that a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues.

Amazon Prime Day Aims To Focus On Customers Amid New Competition

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Amazon Prime Day is a mega-sale with deep discounts and flash deals on popular items, exclusive for Amazon Prime members. Since starting in 2015, each Prime Day has topped the previous year’s sale numbers. This year, Prime Day is scheduled for July 15 and 16. After past glitches and criticism, Amazon is out to prove that Prime Day is all about providing value to customers.

Customer Experience Roundup, June 14, 2019

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Data is crucial in customer experience—how you measure it, protect it and analyze it plays a huge role in how customers perceive your brand. This week we saw three different applications of data in customer experience and how understanding and protecting data can create a better picture of customer expectations.

10 Customer Experience Lessons From Tesla

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Most relationships with companies are transactional, however when it comes to Tesla owners and their cars, something is different. Tesla owners genuinely want Tesla to be successful. Tesla owners are invested in the success of the company.

10 Customer Experience Trends Every CMO Must Consider

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Who leads customer experience? In many companies it’s the CMO. But just like the CMO’s role, the world of customer experience is constantly evolving. In order to lead a strategic and successful customer experience, the CMO must be aware of changing trends.

Here are 10 CX trends every CMO should consider.

Big Data

Companies today have a wealth of data on their customers. It comes from wearable devices, surveys, internet activity and so much more. Companies with great customer experiences leverage that data to better understand their customers. Amazon uses big data to create personalized product recommendations for its customers. …
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