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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Shep Hyken’s Prediction For 2021

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What’s the word of the year for customer service?

According to business and CX expert Shep Hyken, it’s empathy.

Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to their new way of interacting and facing constant change, especially as we head into the new year.  

Here are some of Shep Hyken’s predictions for 2021:

Customers Continue To Get Smarter

Today’s customers know what good customer …
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How To Overcome The Two Big Challenges SMBs Face As They Reopen

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After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems.

According to Kim Dixon, COO of FedEx Office, SMBs face two main challenges as they reopen:

1. Managing regulations and customer expectations. Businesses need to follow safety guidelines, but it can be confusing to know which regulations are the most accurate and up to date. …
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Customer Experience Roundup, September 17, 2019

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Customers change, trends evolve and technology continues to develop. Customer experience is constantly evolving, and companies need to make agile decisions to lead the way. Staying ahead of changing demographics and preferences, as well as technology and trends, can help brands build strong relationships with customers and establish themselves as industry leaders. This week we saw three stories of how the world is changing and how companies can and should change with it.

Absolut Enters The Internet Of Things

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If your food could talk to you what would it say? Would it help you cook? Would it provide some tasty pairing ideas for dinner? Or would it just tell you you’ve got a devilish smile and you’re ready for a night on the town? This is precisely what Absolut, the Vodka company, is currently mulling over in pursuit of a bottle that talks to its customers...