Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Shep Hyken’s Prediction For 2021

By

What’s the word of the year for customer service?

According to business and CX expert Shep Hyken, it’s empathy.

Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to their new way of interacting and facing constant change, especially as we head into the new year.  

Here are some of Shep Hyken’s predictions for 2021:

Customers Continue To Get Smarter

Today’s customers know what good customer …
Read the rest →

Blake’s Top 5 Customer Experience Predictions For 2021

By

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 …
Read the rest →