Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

12 Steps to Digital Transformation That Can Help You Move Faster

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This webinar is brought to us by Clarabridge.

Watch it here HERE.

Whether you manage a large contact center or run a digital customer service program, transitioning to a more digital focused customer experience mindset is no longer a luxury, but a necessity. During this session, we will provide insight into ways Clarabridge helps customers to gain efficiencies in their digital transformation journey. Through automating certain day-to-day tasks, the agents can be freed up for more value-add activities and deliver an excellent customer experience.

Watch this on-demand webinar to learn:

  • 12 steps to Digital Transformation
  • How digital transformation
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Customer Experience Innovation – and Preparing the Customer of the Future of Finance

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This webinar is brought to us by Clarabridge.

Watch it here HERE.

COVID-19 has drastically changed the banking industry and created countless lasting effects including the almost overnight need for contactless payments, the dysfunction of digital bank offices for loan processing and the growing need for AI technologies to reduce customer effort and increase efficiencies. It has become more important than ever to improve the customer experience and journey, but many banks are unsure where to start or what improvements to focus on first.

Watch this on-demand webinar to learn:

  • Why the rise of digital only banks is
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How To Modernize Customer Interactions For The Smartphone Era

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It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person.

In recent years, many aspects of customer experience have been modernized and streamlined, such as the growth of chatbots and AI. However, even with these advancements, most customer interactions have stayed stagnant and without context.

But that won’t be able to continue …
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Blake’s Top 5 Customer Experience Predictions For 2021

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Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end up influencing businesses and customers.

But in 2020, no one could have predicted the COVID-19 pandemic. 

It’s been a tough year. Between the pandemic, shutdowns and economic downturn, we’ve also faced environmental issues, a divisive election in the U.S., racial injustice and much more.

These events might not seem tied to customer experience, but we don’t live or work in a  bubble—we’re affected by what happens all …
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7 Trends Shaping CX In 2021

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After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services. 

But just because 2021 is a new year doesn’t mean 2020 is gone and forgotten. The global pandemic and unrest of the year will stick with customers for the long term and greatly influence how they interact with companies going forward. With more virtual events and interactions than ever before, customers want human connection. 

The 2021 Deloitte Global Marketing Trends Report highlights seven trends shaping customer experience and business growth in 2021: …
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How Shake Shack Grows Its Brand Through CX

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If you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-inspired approach to burgers and fries. The restaurant uses real ingredients, fresh flavors and great chefs to make food to order. The wait might be a little longer, but customers don’t mind standing in line to get amazing…
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How To Create Customer-Centric B2B Experiences

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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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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 Master Customer Experience Leadership

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A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. 

However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and the future of work. As he was conducting research for his book, The Future Leader, he came across this startling statistic: most people become leaders in their mid to late 20s, but they don’t receive formal leadership training until …
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How To Use Data To Create Personalized And Scalable Experiences

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With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone.

Bryan Flores, Group Vice President, Marketing & Strategy at Frontier Communications, says companies must weigh the tradeoffs between individual experiences and universal truths. The aspects of the experience that apply to everyone are universal truths—things like nobody wants to pay more than they need to or the idea that the service …
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