Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Customer Experience Round-Up: January 27

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Customer experience is for everyone, not just people who fit into certain categories. As the world changes, technological advancements run the risk of leaving behind certain types of people. This week brought three stories about potential CX-related biases and how they can be avoided to provide great service to everyone.

New York Bans Businesses From Going Cashless

New York City joined the ranks of other major states and cities by banning stores, restaurants and other businesses from going cashless. Although many consumers and businesses prefer card or digital payments, banning cash can discriminate against customers who only use cash …
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Driving Customer Experience At IBM With CMO Michelle Peluso

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ow does a 100-year-old company continually reinvent itself to change how the world works? By relying on and driving a high-quality customer experience. IBM’s current success is built around its historic roots and the customer-first culture that has existed from the beginning. For CMO Michelle Peluso, that means standing on the backs of giants while also looking towards the future.