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.

What COVID Teaches Us About Future-Proofing

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Even the most forward-thinking companies couldn’t predict the magnitude and impact of the COVID pandemic. If the future is unpredictable to even the most prepared companies, how can organizations future-proof their businesses? The answers might come from our current situation.

Is COVID The Catalyst For Banking Digital Transformations?

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Like all industries, banking has faced huge disruptions due to the global COVID-19 pandemic. And although the challenges facing banks have led to many negative effects, there could be a silver lining as the pandemic moves companies closer to full digital transformations.

Customer Experience Round-Up: May 4

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The impacts of the global coronavirus pandemic are widespread, and they are already being felt in the values and actions of consumers. Customer experience is a reflection of what matters to consumers, but those values are changing and greatly affecting all industries. This week we saw three stories of how consumers are changing and the long-term impacts of COVID-19.

Customer Experience Round-Up: April 27

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A strong customer experience is rooted in relationships with customers and employees. In order to build those relationships, brands must be honest and transparent about their operations, both good and bad. This week we saw three stories of how being transparent can benefit companies and avoiding openness can lead to negative consequences.

Community During Coronavirus: How The Alcohol Industry Builds Connections

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The global coronavirus pandemic has changed how businesses around the world operate. But according to Ann Mukherjee, Chairman and CEO of Pernod Ricard North America, times like these reveal character. Instead of be afraid of the changes and challenges of the current landscape, companies have the opportunity to move forward through ambiguity, be agile and think differently about profits. Now is a great time to build community and strengthen connections.

Customer Experience Round-Up: April 13

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As public health professionals predict when social distancing can end and the economy can re-open, many people are considering the potential long-term effects of the coronavirus pandemic on large industries. In-person shopping, dining and entertainment have been upended by the virus, and the impacts could be incredibly long lasting. Fragile industries like brick-and-mortar retail and restaurants might not be able to survive if they don’t adapt and evolve. This week brought three predictions for the future of major industries.   

 3 Pillars that Empower Executives to Thrive During Tough Times

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It’s no secret that we are experiencing a moment in history that is uncertain and distressing. The coronavirus pandemic has affected millions of businesses around the country, leaving employees and leaders in a state of panic. Executives at these businesses hold a heavy responsibility on their shoulders to remain calm, adaptable, and resilient. As the world changes drastically around us, we are looking to these c-suite leaders to step up and set an example.

Customer Experience Round-Up: April 6

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Customer experience starts with a company’s first customers: its employees. If employees aren’t valued and engaged, they won’t create a strong customer experience. But if employees are excited to show up to work and feel empowered by the company, it shines through in customer experience. This week brought three stories of employee experience in our uncertain times and how it can impact customers.

5 Ways Costco Continues To Focus On Customer Experience During The Coronavirus Pandemic

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Every aspect of Costco’s customer-centric approach is intentional and focused on creating a unique shopping experience for customers — even during the coronavirus pandemic. By putting customers first in every choice and innovation, Costco continues to build its loyal customer base and show brands in other industries just what it takes to be totally customer-centric.