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.

B2B Companies Can Grow With These 3 Principles

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The B2B world is notorious for customers regularly switching suppliers. It comes from a number of factors, including dissatisfaction in the quality of the product, its price, delivery date or service. In fact, 80% of frequent buyers say they’ve switched suppliers at least once within a 24-month period. With low customer loyalty and satisfaction, how can B2B companies build a strong customer base and increase their revenue? It comes down to delivering a high-quality and consistent customer experience.

Customer Experience Roundup, February 26, 2019

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Customer experience is all-encompassing. A company might place a large emphasis on in-store customer interactions, but if the website is outdated or the call center is rude, it can still ruin the entire experience. This week, three stories from the news showed just how widespread customer experience can be. There are a lot of things to think about, and they are all important to finding and retaining 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.

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.

Chatbots 101: Building A Chatbot For Business With Wells Fargo

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Today’s customers want to interact with brands in a way that is easy and convenient. For most people, that means self-service because they can control when and how they get the information they need instead of waiting on hold and potentially wasting their time. When it comes to self-service, there’s possibly no better technology than a chatbot...

TripAdvisor’s Lessons Learned From Building A Chatbot

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The team views the chatbot as guided discovery—the questions start big and then narrow down until the task is completed and the best recommendation can be given. In order to provide the best recommendation, the bot must understand what the traveler is really looking for—after all, a restaurant recommendation in Miami will be different based on if someone is traveling for work or pleasure...

Why This CEO Jumped On Board With Facebook’s Chatbot

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When Chris McCann, president and chief executive officer of 1-800-Flowers.com, was sitting in the F8 keynote with Mark Zuckerberg, he had no idea Zuckerberg would be including 1-800 Flowers in the presentation. The reason 1-800-Flowers.com was everywhere in the press is the announcement of the chatbot release. 1-800-Flowers.com has always been on the brink of technology innovation...