Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How Bank Of America Pivoted To Serve Contactless Customers

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For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services.

The challenge now becomes how to pivot to best serve contactless customers.

According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.

Bank of America’s strategy has always been to deliver world-class service in a …
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4 CX Takeaways From 2020

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What has been the biggest shift in customer experience in recent years?

It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experience. Brands learned that they have to provide an experience that individuals are excited about and will share with family and friends in order to gain customers. As Jarman says, the push towards customer experience has given more power to consumers …
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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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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.