Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Customer Experience Round-Up: January 13

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Technology is constantly evolving and plays a major role in customer experience. Much of what was unveiled at CES 2020 would have been unthinkable even just a few years ago. Looking towards the future and finding innovative ways to apply new technology can give brands a leg up on the competition and help them better connect with and serve their customers.

How Much Money Has Poured Into AI And Customer Experience?

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AI is the cornerstone of a new wave of personalization and customer experience. Getting personalized service and recommendations is incredibly important to today’s customers, and in many cases that starts with big data and AI. A recent survey by PointSource found that 49% of customers are willing to shop more often when AI is present. Thirty-four percent of customers will spend more money, and 38% will share their experiences with friends and family. Essentially, AI makes people shop more, spend more and share more.

The Future Of Customer Experience: What You Need To Know From Today’s Leaders

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In 2017 I had a lot of great conversations with a wide variety of thought leaders. I gathered up some highlight clips from last year’s podcast interviews and put them into one podcast mashup. These clips show how customer experience can be defined and implemented, what it means for businesses. [...]

How Facebook Shapes Customer Experience With Chatbots

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The majority of customer interaction today happens on the phone, but that isn’t the way most customers prefer to communicate or the most effective way for brands to interact with customers. A growing number of brands are turning to chatbots via Facebook Messenger to add value to the customer experience in a way that is easier than ever and preferred by the companies and the customers. [...]

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.

How Chatbots Improve Customer Experience In Every Industry: An Infograph

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A bot can refer to any kind of robot. In this infographic I’m referring to a chatbot — a machine that can have a conversation with a human via voice or text. In fact many of us are already having conversations with bots via Siri or Alexa. We request one thing, and the virtual assistant aims to identify that thing. These bots provide value to customers by assisting them in retrieving some kind of information.

You might have heard some of how chatbots are revolutionizing customer experience and are being used in new ways every day. From answering questions, to …
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The Rise Of The Celebrity Chatbot: An Interview With Christina Milian

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Today I bring you a podcast interview with singer, actress and entrepreneur Christina Milian and her business partner Josh Bocanegra who together have built a company called Persona...