Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Human-First Customer Service is Broken: Here’s How to Fix It

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Every modern customer is familiar with the basic customer service script. It’s often what they hear after waiting on hold and having to work through a phone tree, when what they really want is a quick answer to a question or a human to have an actual conversation with. Instead, they’re left with a frustrating interaction that takes too long and is ineffective.

5 Lessons In Personalization From Stitch Fix

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With its modern approach to data combined with a personalized effort that emphasizes humans, Stitch Fix offers a master class in personalization for all other companies. Finding innovative ways to collect and use data and build strong relationships with customers ensures the personalization efforts will be sustainable in the long term. 

More Than Data: Engaging Customers Authentically With The Ideal Marketing Mix

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When customers choose a clothing brand, they take a lot of things into consideration, including price, style, availability, and brand reputation. It takes the perfect mix of fashion and function to draw in customers. But the clothes won’t sell themselves, so a strategic marketing mix is also required. [...]

5 Ways Chatbots Can Improve Customer Experience In Banking

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We are entering either one of two things, the age of the chatbot, or the age of hype about chatbots.