Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Top 80 Stats About A Future Customer Experience Shaped By Technology

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80% of retailers will use IoT to customize the in-store experience by 2021.  Worldwide IoT spending is expected to hit $1 trillion by 2022.  Smart cities with IoT are expected to be worth $2 trillion total by 2025. 

20 Examples Of Machine Learning Used In Customer Experience

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A system that remembers customers’ preferences, can understand speech and text and that learns the more it’s used—that’s the magic of machine learning. Machine learning is used to understand customers, drive personalization, streamline processes and create convenient and memorable customer experiences. Here are 20 examples of machine learning in action.

Machines Can Provide A More Human Customer Experience Than A Human Can

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Think of the last time you called a customer service line and talked to a human—did it feel like you were talking to an actual person, or was the conversation robotic and simply followed a script? Instead of enjoying a real conversation, too many brand interactions end up feeling impersonal and disinterested. Customers leave the conversation feeling frustrated or belittled instead of satisfied and accomplished.

How Amazon Has Reorganized Around Artificial Intelligence And Machine Learning

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In honor of Amazon Prime Day, let’s take a look at the inner workings of this company that is pushing the bounds of innovation, not only with Amazon Prime, but the many other cutting-edge management strategies. The company that sets the tone for so many aspects of customer experience is breaking down internal barriers and showing how other companies can do the same. Amazon, a leader in customer experience innovation, has taken things to the next level by reorganizing the company around its AI and machine learning efforts.

What Should Machine Learning Actually Learn About Your Customers?

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The buzzwords for the future are undoubtedly “machine learning” and “automation”. But talking about technology and actually using it to drive your business and reach new customers are two different things. In many cases it comes down to personalization and having the data to create strong customer experiences.

What actually is machine learning? Essentially, it’s the part of artificial intelligence that allows computer models to recognize patterns in existing data so that it can learn what to do or predict what will happen in the future. Just like how humans can absorb information and use it to formulate their observations …
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How Artificial Intelligence Will Impact The Insurance Industry

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The insurance industry has long been bogged down by outdated practices. However, the combination of a new wave of thinking and newly developed artificial intelligence technology has the potential to completely change the customer experience to provide great service in a way that resonates with modern customers.

How Artificial Intelligence Will Impact The Insurance Industry

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The fast-growing technology has the potential to disrupt the entire industry and greatly improve the insurance customer experience.