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Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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How Bank Of America Pivoted To Serve Contactless Customers

January 12, 2021 By blake

For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services.

The challenge now becomes how to pivot to best serve contactless customers.

According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.

Bank of America’s strategy has always been to deliver world-class service in a …
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What Marketers Really Need To Know About Gen Z

October 27, 2020 By blake

For years, experts have talked about millennials and looked towards the future of Generation Z, the generation to follow. But Gen Z is now here and already having a massive impact, both as employees and as consumers. Marketers need to understand Gen Z to realize its full impact and to separate the truth from long-held myths.

Generational researcher Jason Dorsey is an expert on all things Gen Z. He studies generational behavior so that leaders, marketers, employers, and others can understand the differences between each generation. But he warns against putting generations in boxes. The wide range of ages …
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How To Create Customer-Centric B2B Experiences

September 22, 2020 By blake

The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving.

When Kristi Langdon joined Daimler Trucks, she saw the company was incredibly product-focused, but not very customer-focused. The company was successful because of its great products, but Langdon knew B2B was shifting its focus to give more power to customers. She stepped into her current role as Daimler’s Head of Customer Experience and worked with the CEO to lead an effort to put customers at the center of Daimler’s B2B …
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3 Pillars of Customer-Centric Healthcare

August 18, 2020 By blake

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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The Secret To Creating A Great Virtual Event

August 4, 2020 By blake

For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing something in person, and many companies and event attendees have struggled with the new format.

Abhishek Vanamali, CMO of Zensar Technologies, is a strong believer in virtual events. Although they can’t exactly replicate in-person events, he believes virtual events …
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Breathing New Life Into The Customer Lifecycle

September 20, 2017 By blake

A lifecycle is a marketing framework illustrating the series of changes that occurs as you move a customer through the marketing and sales funnel. The lifecycle used to be fairly to the point, with a focus on need generation, consideration, engagement, evaluation, purchase, delivery and usage. But because of social media and customer behavior things have changed and there’s a need to re-evaluate the customer lifecycle. Additionally the stages of the lifecycle are not as linear as they once were, now they are more fluid. The customer could jump stages in your lifecycle in a non-linear fashion.

The customer is …
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Engaging The Multi-Channel Fan With The Dallas Mavericks

August 29, 2016 By blake

The Dallas Mavericks are famous for a few reasons. They are the ninth most valuable basketball Franchise in the NBA valued at $1.4 billion dollars. The other unique aspect of the team is Mark Cuban their highly involved and enthusiastic owner...

The Math, The Magic And The Customer, With Bain

August 1, 2016 By blake

A new study from Bain & Company, “The Math, the Magic and the Customer,” found that inundated with troves of analytical data, today’s marketers often mistake the “algorithm” for the “person.” Today’s marketers seem to have gotten so ROI-centric on every campaign, according to Bain, that they are missing out on some of the magic of engaging with and understanding customers...

Shaking Up Customer Engagement In Hospitality With Hilton

May 16, 2016 By blake

Most of us can't conceptualize life before digital. In the old days people looking for a hotel would drive down the road. If the hotel was all booked up, they would drive on down the road to the next hotel. Enter Hilton, a 96 year old brand that has innovated at every turn...

Overcoming Customer Experience Challenges For B2B Companies

March 24, 2016 By blake

There’s a major challenge today facing every B2B company, and that’s customer engagement. Gallup has recently released a new guide discussing some of environmental factors causing B2B companies to ask themselves about their customer engagement strategy...
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