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Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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How To Master Customer Experience Leadership

August 11, 2020 By blake

A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. 

However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and the future of work. As he was conducting research for his book, The Future Leader, he came across this startling statistic: most people become leaders in their mid to late 20s, but they don’t receive formal leadership training until …
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Simplifying Culture So Managers Can Actually Execute On It

August 14, 2018 By blake

Why are so many employees who affect the customer experience doing more damage than good? It’s because managers have no idea what to do with the vague mandates around culture assigned to them by leadership. It’s time to get clear on how to build a culture of connection.
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