Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How Digital Transformation Is Helping Create A COVID Vaccine

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In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits.

But it’s not just pharmaceutical companies that are in the race to create a vaccine. There are also companies helping behind the scenes with digital transformation. NECI and its president Tom Ramundo are working with pharmaceutical companies to create a digital stack so they can bring their product to market much …
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3 Ways Companies Can Stay Human During A Crisis

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No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learning and a host of other issues, there are also widespread cries to end systemic racism, fires and natural disasters and a tumultuous presidential election. It’s more than anyone could ever have imagined, and it’s taking a toll on consumers.

But even with these unique conditions, companies are moving forward and working to grow and provide great service to customers. The question many companies face is how to connect with customers when so …
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The Secret To Creating A Great Virtual Event

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For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing something in person, and many companies and event attendees have struggled with the new format.

Abhishek Vanamali, CMO of Zensar Technologies, is a strong believer in virtual events. Although they can’t exactly replicate in-person events, he believes virtual events …
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Customer Experience Round-Up: May 4

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The impacts of the global coronavirus pandemic are widespread, and they are already being felt in the values and actions of consumers. Customer experience is a reflection of what matters to consumers, but those values are changing and greatly affecting all industries. This week we saw three stories of how consumers are changing and the long-term impacts of COVID-19.

5 Ways Costco Continues To Focus On Customer Experience During The Coronavirus Pandemic

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Every aspect of Costco’s customer-centric approach is intentional and focused on creating a unique shopping experience for customers — even during the coronavirus pandemic. By putting customers first in every choice and innovation, Costco continues to build its loyal customer base and show brands in other industries just what it takes to be totally customer-centric.

Customer Experience Round-Up: March 23

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Coronavirus has uprooted nearly every aspect of normal life in the last few weeks. Many people are working from home, kids are out of school, events are cancelled and businesses are struggling to adjust to the new normal. But even during trying times, there is goodness to be found. Many companies have started manufacturing much-needed products, offering services to at-risk customers, supporting displaced employees and a myriad of other things. Sales, revenue and profits matter, but the most important thing is people. Here are three stories of companies doing good during the global pandemic.