Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Blake’s Top 5 Customer Experience Predictions For 2021

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Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end up influencing businesses and customers.

But in 2020, no one could have predicted the COVID-19 pandemic. 

It’s been a tough year. Between the pandemic, shutdowns and economic downturn, we’ve also faced environmental issues, a divisive election in the U.S., racial injustice and much more.

These events might not seem tied to customer experience, but we don’t live or work in a  bubble—we’re affected by what happens all …
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How Shake Shack Grows Its Brand Through CX

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If you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-inspired approach to burgers and fries. The restaurant uses real ingredients, fresh flavors and great chefs to make food to order. The wait might be a little longer, but customers don’t mind standing in line to get amazing…
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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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Customer Experience For Your Most Valuable Customers

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Most people consider customer experience the ultimate goal for companies and marketers, but according to Wharton marketing professor Peter Fader, customer experience isn’t for everyone.

Digital Transformation For B2B Customer Experiences

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Customer experience is a major focus of the B2C world, but it’s also vitally important for B2B companies. As B2B customers become more digitally savvy, companies need to focus on digital transformation to ensure high-quality customer experiences.