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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Blake’s 5% Rule For New Year’s Resolutions

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It’s the time of year when everyone is making New Year’s resolutions and setting goals for the coming year.

What do you hope to achieve in 2021? How do you want to improve yourself and your career?

For many of us, it’s been a complicated year and we’re looking for some change and improvement.

But too often we fall into the trap of thinking we have to reinvent the wheel and start completely fresh. If we want to make more money, we have to start a brand new business. If we want to lose weight, we have to go …
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