Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

3 Pillars of Customer-Centric Healthcare

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For decades, healthcare has had a reputation of being bureaucratic and difficult to work with. Customers expect to have to jump through hoops and wade through confusion to find answers to simple questions or manage their care. But the future of healthcare is anything but difficult—it puts customers first to create convenient, proactive and personalized solutions.

Kathy Klingler is Chief Consumer Experience and Marketing Officer for Blue Cross Blue Shield of Massachusetts, and she brings decades of experience in banking and other consumer industries. Her approach turns the traditional healthcare model on its head to put …
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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.

Will Contact Centers Still Take Calls In 10 Years?

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The next 10 to 20 years could see a major change in how contact centers operate and connect with customers.

CX Is Today’s Brand Battleground – Arm Yourself!

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Business leaders and executives would all agree that today’s customer experience has to be personalized, convenient, fast and right every time. But how many of them actually know what the experience is like for their customers? Are they aware of hold times, connection delays or other issues?

Customer Experience Is Not Shaped By Customer Service

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Take time to reflect on your company—what are the ways your brand touches customers? The list will likely be longer than you think.