Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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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In Healthcare It’s The People That Shape The Customer Experience

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When patients are sick or in pain, the last thing they want is to feel like a number instead of an actual person. But too many times a patient’s experience feels routine and impersonal. A recent survey found that what both patients and doctors want is a better doctor-patient relationship.

10 Examples Of Personalization In Healthcare

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The quickest way to ruin a customer experience in healthcare is to treat everyone the same. Today, offering personalization in healthcare has never been easier. Here are 10 examples of how many aspects of the healthcare experience can be personalized.

10 Examples Of Customer Experience Innovation In Healthcare

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Hospitals can combine innovation and customer experience to take out the fear and bad vibes many patients have. Here are 10 examples of customer experience innovation that transform the hospital to be more like a luxury hotel.

Healthcare Revolution: Lead With Customer Experience

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The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors having to spend long hours to catch up on their work — today’s healthcare revolution is all about empowering customers and helping everyone get the care they need. That change means the industry is becoming more competitive, and customer experience in many cases is the deciding factor for where patients go to get care. [...]