Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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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How Digital Transformation Is Helping Create A COVID Vaccine

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In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits.

But it’s not just pharmaceutical companies that are in the race to create a vaccine. There are also companies helping behind the scenes with digital transformation. NECI and its president Tom Ramundo are working with pharmaceutical companies to create a digital stack so they can bring their product to market much …
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3 Pillars of Customer-Centric Healthcare

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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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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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5 Ways Nonprofits Can Use Data To Drive The Supporter Experience

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A company striving to grow its revenue and an organization dedicated to finding a cure for type 1 diabetes may have different goals, but one important principle stays the same: they have to connect with their audience. Just like customer experience is crucial in the for-profit world, supporter experience drives the success of non-profit organizations.

How Informatica Leverages The Powerful Combination Of AI And Data

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Data or AI alone is only part of the equation; true success in customer experience comes when the two sides work together. Informatica leverages the power of data and AI to serve its customers and provide tools for its customers to serve their end-users.

B2B Companies Can Grow With These 3 Principles

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The B2B world is notorious for customers regularly switching suppliers. It comes from a number of factors, including dissatisfaction in the quality of the product, its price, delivery date or service. In fact, 80% of frequent buyers say they’ve switched suppliers at least once within a 24-month period. With low customer loyalty and satisfaction, how can B2B companies build a strong customer base and increase their revenue? It comes down to delivering a high-quality and consistent customer experience.

5 Steps To Secure Your Customer Data

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More than any other issue, customers are concerned about their privacy. Recent laws like GDPR and the CCPA indicate that consumers want to be in control of their data because they don’t trust how companies are handling it. Research shows that 79% of consumers are concerned about data security and privacy issues, and multiple surveys have found it to be the biggest cause for concern for consumers, especially as the number and severity of data breaches increases. That means it should also be top of mind for companies and that they need to continually re-evaluate and update their data privacy policies and strategies.

100 Stats On Digital Transformation And Customer Experience

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Most digital transformations are driven by growth opportunities, followed by increased competitive pressure and new regulatory standards. Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%).

5 Lessons In Personalization From Stitch Fix

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With its modern approach to data combined with a personalized effort that emphasizes humans, Stitch Fix offers a master class in personalization for all other companies. Finding innovative ways to collect and use data and build strong relationships with customers ensures the personalization efforts will be sustainable in the long term.