Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How Workday Stays Customer-Centric During COVID-19

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The software company is regularly ranked one of the best companies in the world for its customer service and boasts an impressive 97% customer satisfaction score. As the world fell into chaos, Workday stayed close to its customers and used the crisis as a chance to strengthen relationships.

How To Overcome The Two Big Challenges SMBs Face As They Reopen

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After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems.

According to Kim Dixon, COO of FedEx Office, SMBs face two main challenges as they reopen:

1. Managing regulations and customer expectations. Businesses need to follow safety guidelines, but it can be confusing to know which regulations are the most accurate and up to date. …
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The Problem With Saying ‘Customer Experience Is Everyone’s Job’

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Have you ever noticed if you don’t make something official and you assume someone will take care of it, it never gets done?

A Podcast With The Chief Customer Officer of MetLife, Claire Burns

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The role of the Chief Customer Officer is not an age-old role. It’s a unique new role that’s set up differently at every organization. One example comes from MetLife who has seasoned industry executive Claire Burns running customer strategy. Burns serves as the Chief Customer Officer for MetLife which covers 110 million customers and 65K employees...