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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How Bank Of America Pivoted To Serve Contactless Customers

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For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services.

The challenge now becomes how to pivot to best serve contactless customers.

According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.

Bank of America’s strategy has always been to deliver world-class service in a …
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How The Pet Industry Adapted During COVID

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2020 has been a strange year. Many people coped with the loneliness and uncertainty of lockdowns and quarantines by adding a furry friend to the family. Pet ownership is way up because of the pandemic and has caused the pet industry to pivot and adapt.

As the number of customers has greatly increased, the pet industry has also had to deal with pandemic restrictions and changing health regulations. The only way to survive has been to stay close to customers, adopt digital solutions and pivot.

Brian Garish, president of Banfield Pet Hospital, said that although the way of …
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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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3 Digital Improvement All Utility Companies Must Make

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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

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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.

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%).

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

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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

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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.