Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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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3 Digital Improvement All Utility Companies Must Make

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In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging behind. A recent report from JD Power found that customer digital satisfaction in the utility industry is substantially lower than other industries.