Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Top 80 Stats About A Future Customer Experience Shaped By Technology

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80% of retailers will use IoT to customize the in-store experience by 2021.  Worldwide IoT spending is expected to hit $1 trillion by 2022.  Smart cities with IoT are expected to be worth $2 trillion total by 2025. 

Customer Experience Round-Up: January 27

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Customer experience is for everyone, not just people who fit into certain categories. As the world changes, technological advancements run the risk of leaving behind certain types of people. This week brought three stories about potential CX-related biases and how they can be avoided to provide great service to everyone.

New York Bans Businesses From Going Cashless

New York City joined the ranks of other major states and cities by banning stores, restaurants and other businesses from going cashless. Although many consumers and businesses prefer card or digital payments, banning cash can discriminate against customers who only use cash …
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The 7 Best Examples Of Artificial Intelligence To Improve Personalization

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Personalization can be an overwhelming and time-consuming task, but it’s made simpler through artificial intelligence. In fact, it’s never been easier to understand consumers and create personalized offers with AI. Here are seven of the best examples of using AI to improve personalization.

How To Leverage Artificial Intelligence To Gain A Business Advantage

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There’s a lot of talk today about artificial intelligence and the impact it will have on the future. Understanding the true definition of AI and where it has the potential to go can help us take advantage of the technology and plan for the future.

Using AI For Customer Experience At Allstate

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Imagine having an expert mentor at your fingertips at all times. Someone who could answer questions, provide advice and move you in the right direction. For customer experience representatives at Allstate, that dream is a reality with Amelia, an AI-powered cognitive agent trained in the language of insurance. It’s just one way the company is using AI to power customer experience and lead the charge in a changing insurance industry.

3 Use Cases Of Artificial Intelligence For Customer Experience

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AI is a buzzword across nearly all industries, and there’s lots of talk about how it can transform customer experience. But how can AI play a role in customer experience, and what does it actually look like when it’s put into action? The possibilities may be endless, but many of them boil down to three main ideas.

Machines Can Provide A More Human Customer Experience Than A Human Can

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Think of the last time you called a customer service line and talked to a human—did it feel like you were talking to an actual person, or was the conversation robotic and simply followed a script? Instead of enjoying a real conversation, too many brand interactions end up feeling impersonal and disinterested. Customers leave the conversation feeling frustrated or belittled instead of satisfied and accomplished.

How Artificial Intelligence Will Impact The Insurance Industry

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The insurance industry has long been bogged down by outdated practices. However, the combination of a new wave of thinking and newly developed artificial intelligence technology has the potential to completely change the customer experience to provide great service in a way that resonates with modern customers.

How Artificial Intelligence Will Impact The Insurance Industry

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The fast-growing technology has the potential to disrupt the entire industry and greatly improve the insurance customer experience.

Ethics And Artificial Intelligence With IBM Watson’s Rob High

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Artificial intelligence seems to be popping up everywhere, and it has the potential to change nearly everything we know about data and the customer experience. However, it also brings up new issues regarding ethics and privacy. [...]