Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

What Marketers Really Need To Know About Gen Z

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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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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?

When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV

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Every CMO today is now in a continuous conversation with customers. Due to digital disruption, changing consumer behavior, and integrated technology, the role of the chief marketing officer is experiencing a renaissance. Instead of creating big-picture marketing campaigns, CMOs are now responsible for the entire customer experience. The CMO often owns customer experience from start to finish. This is more than just overseeing customer service and putting out fires when they arise — it involves managing the contact center, understanding customer intentions, applying new technologies like AI and machine learning, and creating a cohesive customer experience. CMOs must understand every …
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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...

GoDaddy Supercharges Its Customer Strategy With A New Kind Of High-Octane

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If you haven't noticed GoDaddy has gone through a transformation in the last few years. GoDaddy leadership talk candidly about how their prior brand strategy generated a lot of attention but alienated a lot of their customers...