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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How To Create Customer-Centric B2B Experiences

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The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving.

When Kristi Langdon joined Daimler Trucks, she saw the company was incredibly product-focused, but not very customer-focused. The company was successful because of its great products, but Langdon knew B2B was shifting its focus to give more power to customers. She stepped into her current role as Daimler’s Head of Customer Experience and worked with the CEO to lead an effort to put customers at the center of Daimler’s B2B …
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How To Use Data To Create Personalized And Scalable Experiences

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With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone.

Bryan Flores, Group Vice President, Marketing & Strategy at Frontier Communications, says companies must weigh the tradeoffs between individual experiences and universal truths. The aspects of the experience that apply to everyone are universal truths—things like nobody wants to pay more than they need to or the idea that the service …
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How To Overcome The Two Big Challenges SMBs Face As They Reopen

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After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems.

According to Kim Dixon, COO of FedEx Office, SMBs face two main challenges as they reopen:

1. Managing regulations and customer expectations. Businesses need to follow safety guidelines, but it can be confusing to know which regulations are the most accurate and up to date. …
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Accelerate Your Company’s Digital Transformation To Enable Effortless Experiences

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Although most companies understand the importance of digital transformation, many are overwhelmed by the idea of having to revamp their entire digital approach and flounder without knowing how to implement a transformation. But they also realize that if they don’t do anything, they run the risk of being disrupted and replaced, especially during this pandemic.

Is COVID The Catalyst For Banking Digital Transformations?

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Like all industries, banking has faced huge disruptions due to the global COVID-19 pandemic. And although the challenges facing banks have led to many negative effects, there could be a silver lining as the pandemic moves companies closer to full digital transformations.

5 Ways Nonprofits Can Use Data To Drive The Supporter Experience

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A company striving to grow its revenue and an organization dedicated to finding a cure for type 1 diabetes may have different goals, but one important principle stays the same: they have to connect with their audience. Just like customer experience is crucial in the for-profit world, supporter experience drives the success of non-profit organizations.

How Informatica Leverages The Powerful Combination Of AI And Data

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Data or AI alone is only part of the equation; true success in customer experience comes when the two sides work together. Informatica leverages the power of data and AI to serve its customers and provide tools for its customers to serve their end-users.

B2B Companies Can Grow With These 3 Principles

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The B2B world is notorious for customers regularly switching suppliers. It comes from a number of factors, including dissatisfaction in the quality of the product, its price, delivery date or service. In fact, 80% of frequent buyers say they’ve switched suppliers at least once within a 24-month period. With low customer loyalty and satisfaction, how can B2B companies build a strong customer base and increase their revenue? It comes down to delivering a high-quality and consistent customer experience.

5 Lessons From Disney’s Magical Customer Experience

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When it comes to creating an amazing customer experience, all companies can learn from the Happiest Place on Earth. With its magical and personalized approach to customer experience, Disney and its theme parks have created a passionately loyal fan base, welcoming 157 million visitors in 2018 with an amazing 70% return rate of first-time guests. Disney is regularly recognized for its magical approach to customer experience. Here are five lessons every company can learn from Mickey Mouse himself.