Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Is COVID The Catalyst For Banking Digital Transformations?

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Like all industries, banking has faced huge disruptions due to the global COVID-19 pandemic. And although the challenges facing banks have led to many negative effects, there could be a silver lining as the pandemic moves companies closer to full digital transformations.

How Citi Uses Purpose-Driven Campaigns To Connect With Customers

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Financial services might not seem like the most emotive industry, but consumers tend to have some of their most emotional moments connected with their finances—things like going to college, buying a house or saving for retirement. So when Citi performed an audit a few years ago and realized it wasn’t coming across as emotive, it knew it needed to make a change to better connect with customers.

The Problem With Saying ‘Customer Experience Is Everyone’s Job’

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Have you ever noticed if you don’t make something official and you assume someone will take care of it, it never gets done?