Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How Digital Transformation Is Helping Create A COVID Vaccine

By

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 …
Read the rest →

3 Pillars of Customer-Centric Healthcare

By

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 …
Read the rest →

3 Digital Improvement All Utility Companies Must Make

By

In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging behind. A recent report from JD Power found that customer digital satisfaction in the utility industry is substantially lower than other industries.

B2B Companies Can Grow With These 3 Principles

By

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.

100 Stats On Digital Transformation And Customer Experience

By

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%).

Customer Experience Around The World: 25 New Examples Of Best Practices You Haven’t Heard Of

By

Everywhere around the world, customers want convenient and personalized solutions. These companies show that brands that put customers first will always succeed.

10 Examples Of Customer Experience Turnarounds

By

Every company faces ups and downs. In many cases, those downs can be turned around with an updated customer experience. A poor customer service can hurt growth and push customers away. But when done well, customer experience can drive sales, engage customers and encourage loyalty. These 10 companies each experienced dramatic turnarounds by focusing on customers and investing in their customer experiences.

We Are Future Shapers: Enterprise Transformation At Honeywell

By

Instead of just being employees, Honeywell employees are now considered Future Shapers. It’s part of the company’s digital transformation and move to create a smart, convenient future for its customers. Future Shapers are dreamers and doers. As Ken Stacherski, Honeywell’s VP Enterprise Transformation, shared, the company’s internal motto is “The future is what we make it.” With those words in mind, Future Shapers are transforming Honeywell inside and outside for their customers.

How Will A Morning Twenty Years From Now Be Different?

By

Imagine life in the year 2039—how different will things be 20 years from now? Every step of our mornings will be made even easier and better by technology, assuming that we continue to allow technology into our private lives

Customer Experience Roundup, July 29, 2019

By

As new technology is released, brands are constantly looking for new ways to improve their customer experience. But technology just for technology’s sake isn’t always the best option. To be effective, new technology must be strategic and really meet customers’ needs—while also being transparent. Here are three recent stories that highlight technology advancements for CX, and what that means for customers.