Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Customer Experience Roundup – February 1, 2019

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One of the biggest challenges for customer experience—and also the biggest opportunity for growth and innovation—comes from managing new technology and changing customer demographics. New technology is being developed at a rapid pace, but keeping up can be overwhelming. At the same time, customer trends change quickly, and each generation has unique demands and preferences. Brands that master customer experience can balance changing technology and trends. Here’s this week’s customer experience roundup that shows just how quickly technology and customers are changing.

How Facebook Shapes Customer Experience With Chatbots

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The majority of customer interaction today happens on the phone, but that isn’t the way most customers prefer to communicate or the most effective way for brands to interact with customers. A growing number of brands are turning to chatbots via Facebook Messenger to add value to the customer experience in a way that is easier than ever and preferred by the companies and the customers. [...]

Why This CEO Jumped On Board With Facebook’s Chatbot

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When Chris McCann, president and chief executive officer of 1-800-Flowers.com, was sitting in the F8 keynote with Mark Zuckerberg, he had no idea Zuckerberg would be including 1-800 Flowers in the presentation. The reason 1-800-Flowers.com was everywhere in the press is the announcement of the chatbot release. 1-800-Flowers.com has always been on the brink of technology innovation...