Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

7 Trends Shaping CX In 2021

By

After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services. 

But just because 2021 is a new year doesn’t mean 2020 is gone and forgotten. The global pandemic and unrest of the year will stick with customers for the long term and greatly influence how they interact with companies going forward. With more virtual events and interactions than ever before, customers want human connection. 

The 2021 Deloitte Global Marketing Trends Report highlights seven trends shaping customer experience and business growth in 2021: …
Read the rest →

Customer Experience Round-Up: February 10

By

Brick-and-mortar isn’t dead, but it is changing. Brands that stay close to customers and evolve to meet their needs can still have great success in the physical space. These stories show that companies need to take time to re-evaluate their offerings to create the best possible customer experience.

Customer Experience Roundup, July 8, 2019

By

In customer experience, the only constant is change. How customers shop and interact with brands is constantly changing, which means organizations need to stay ahead and lead new trends to provide amazing experiences. This week brought three examples of how consumers are changing and the opportunities and challenges that brings for brands.

Customer Experience Roundup – January 18, 2019

By

Customer experience is always changing. With the help of social media and our constant connectivity, ideas spread like wildfire. The actions—good or bad—of a company can easily be seen by the entire world, and that has a huge impact on how customers view a brand. That was a big theme this week as companies made bold moves to connect with—or distance—customers.

Getting Future Ready With Wunderman CMO Jamie Gutfreund

By

Nearly every business leader knows the the future of work and technology will bring huge changes, but very few of them are actually doing anything about it. Companies that invest now to become future ready will be the ones that lead and withstand upcoming changes instead of getting disrupted and being pulled in multiple directions.

Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies

By

Culture has come to the forefront of many business leaders’ minds lately due to attention around issues like sexual harassment and diversity. The problem is that most leaders don’t know how to cultivate a corporate culture that is lively and sustainable, or else they are going about it the wrong way. [...]

What We Can Learn About Risk Taking From Serena Williams

By

Even casual tennis fans know the power and success of Serena Williams. The superstar’s career has spanned decades and led to dozens of titles from tournaments around the world, including a staggering 39 Grand Slam titles, earning her the title of the greatest in women’s tennis history. Serena is known for her bold style and for using her ace serve in critical moments. Always calm under pressure, she regularly takes calculated and thoughtful risks. [...]

People May Be Brands But Brands Are Not People: Building Influence in the Digital Age

By

Peter Drucker's grandson Nova Spivack, CEO of Bottlenose, says that Drucker would have felt today that real influencers are not spending a lot of time on social media. In The Modern Customer Podcast this week we talk to Spivack who is an entrepreneur and investor who at six years old remembers being in line behind Jack Welch for an appointment to spend time with his grandfather, one of the most famous management thinkers of our time Peter Drucker....