Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

What Marketers Really Need To Know About Gen Z

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For years, experts have talked about millennials and looked towards the future of Generation Z, the generation to follow. But Gen Z is now here and already having a massive impact, both as employees and as consumers. Marketers need to understand Gen Z to realize its full impact and to separate the truth from long-held myths.

Generational researcher Jason Dorsey is an expert on all things Gen Z. He studies generational behavior so that leaders, marketers, employers, and others can understand the differences between each generation. But he warns against putting generations in boxes. The wide range of ages …
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Customer Of The Future: 5 Ways To Create A Customer Experience For Gen-Z

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 Gen-Z is a consumer powerhouse whose influence will only continue to grow in coming years. To create the best experience for the rising generation, focus on building authentic relationships and going where they already are. Brands that are best prepared for the future will learn to grow and adapt for Gen-Z.

Customer Experience Roundup, October 29, 2019

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To secure new customers, many companies often resort to going for the biggest or best product or service. These moves tend to get lots of public attention but can be risky for actually staying afloat long term. This week saw three stories of bigger and better moves companies are making and the customer experience risks that come with the territory.

Customer Experience Roundup, July 15, 2019

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Companies can’t hide behind their brands or clever advertising. Customers want to do business with transparent and authentic companies that don’t try to hide their actions. Trust is the foundation for lasting customer relationships. It’s difficult to build and can easily be broken, but when treated carefully, it can be incredibly powerful. Here are four stories from the week that show the importance of building trust and understanding customers.

Customer Experience Roundup – February 1, 2019

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One of the biggest challenges for customer experience—and also the biggest opportunity for growth and innovation—comes from managing new technology and changing customer demographics. New technology is being developed at a rapid pace, but keeping up can be overwhelming. At the same time, customer trends change quickly, and each generation has unique demands and preferences. Brands that master customer experience can balance changing technology and trends. Here’s this week’s customer experience roundup that shows just how quickly technology and customers are changing.

NOwnership, No Problem: Why Millennials Value Experiences Over Owning Things

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Did you know that since 1987 the share of consumer spending on live experiences and events relative to total U.S. consumer spending increased 70%? So why have spending habits changed so much in the last few years? What paved the way for an experience economy? Why don't people want to own things anymore? [...]