Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Customer Experience Innovation – and Preparing the Customer of the Future of Healthcare

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This webinar is brought to us by Clarabridge.

Watch it here HERE.

According to a recent report, 81% of consumers are unsatisfied with their healthcare experience and the less they have to interact with the healthcare system, the happier they are overall. Now more than ever, healthcare providers are faced with numerous challenges due to rising costs, evolving customer expectations and complex health and technology ecosystems. In order to overcome these challenges and create sustainable industry-wide improvements, providers must work to decrease patient effort, increase the use of natural language processing in their contact centers and empower patients’ …
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Shep Hyken’s Prediction For 2021

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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 …
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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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7 Trends Shaping CX In 2021

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After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services. 

But just because 2021 is a new year doesn’t mean 2020 is gone and forgotten. The global pandemic and unrest of the year will stick with customers for the long term and greatly influence how they interact with companies going forward. With more virtual events and interactions than ever before, customers want human connection. 

The 2021 Deloitte Global Marketing Trends Report highlights seven trends shaping customer experience and business growth in 2021: …
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50 Leading Female Futurists

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On Sunday March 8, International Women’s Day, we’re celebrating the women leaders working to create solutions for potential futures. These women are looking ahead to prepare themselves, their organizations and their audiences for how the world could change. And as they delve into the future, they have a chance to shape it. This list was created to help build community among this group, but also for conference organizers and businesses that want to engage futurists.

The World’s Top Female Futurists

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The world is changing at a frantic pace, which will only continue to speed up in coming years. At the cusp of those changes are futurists, who keep their eye on what the coming months, years and decades may bring. And more than ever, women are making their mark on the field.

Five Trends Shaping The Future Of Customer Experience In 2019

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Customers have the power and want great customer experiences from brands they can trust.