Goodbye NPS? Inside The New Metric For CX Success — With Fred Reichheld Blake Morgan 2026-09-18 | Goodbye NPS? Inside The New Metric For CX Success — With Fred Reichheld
The Importance of Customer Centricity in Businesses | Blake Morgan Blake Morgan 2024-04-12 | What is the difference between a customer-centric company and a non-customer-centric one? It all comes down to the commitment to taking action after listening to customer feedback.#CX #customerexperience #customercentricity #customerservice--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
AI and The Future of Customer Support | Blake Morgan Blake Morgan 2024-04-11 | Technology is here to stay. But will software and AI make us more human...or less?William J. Raduchel explores the impact of software and AI on society in this week’s The Modern Customer podcast episode, How To Transform Customer Support with AI.Listen to our full conversation on how we can build a more human-sensitized future. youtu.be/OyZiq6RuIuA--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How Starbucks CEO Prioritizes Customers | Blake Morgan Blake Morgan 2024-04-10 | Starbucks' CEO, Laxman Narasimhan is making waves, not just for leading the company, but for leading from behind the counter. By working as a barista, they're brewing a culture of empathy and real-time customer understanding.How close are you to your customers and frontline?** This speaking clip is from the NetVu event in May 2023--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Is AI Stealing Your Job | Blake Morgan Blake Morgan 2024-04-10 | Only 13% of workers have been offered training in the past year. Leaders need to prioritize training initiatives and develop strategies for smooth AI integration. Employees deserve clear communication about how AI will impact their roles and career paths.What are your hopes for the future of AI for employees?** This speaking clip is from the Olo Beyond4 event event in March 2024#AI #employeeexperience #customerexperience #CX--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How To Transform Customer Support with AI | Blake Morgan Blake Morgan 2024-04-09 | Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley's early days to the current era.Bookmarks00:00 - William Raduchel’s Career Highlights03:09 - Advantages and Challenges of AI in Customer Service and CX04:33 - The Role of Humans in AI-driven Customer Service06:37 - AI in Healthcare and Accounting08:10 - The Importance of Trust in Customer Service10:04 - Key Tenets of the Book 'The Bleeding Edge'11:45 - Difference Between Knowledge and Evidence15:24 - The Importance of Human Interaction in Customer Service17:05 - Why Tech Companies Do Not Have Contact Centers22:40 - Should Tech Companies Pay Attention To Customer Service23:30 - The Future of Technology and Society25:05 - Rapid Fire Questions--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How Customer Pain Points Drive Business Transformation | Blake Morgan Blake Morgan 2024-04-04 | “Customers are good at telling you what problems they have, and you need to process those problems in large numbers to identify where the company can target its solutions.” - James ReinhartListen to this week’s episode of The Modern Customer podcast, “How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market”. James Reinhart, CEO and Co Founder of Thredup highlights the strategic use of customer pain points for continuous product improvement.youtu.be/5TUoz8MQRRg#CXLeadership #CX #customerexperience #customercentric #secondhandmarket #retail--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Sanitation In Hotel Rooms | Blake Morgan #shorts Blake Morgan 2024-04-03 | A clean and comfortable hotel room is key to a happy guest, which translates to a great customer experience. But let's be honest, sometimes those tiny soaps and untouched beds leave us wondering... What are your biggest hotel housekeeping pet peeves?How can hotels can elevate their CX game?#CX #customerexperience #hotelexperience #hotel--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market | Blake Morgan Blake Morgan 2024-04-02 | The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market.ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage.BOOKMARKS00:00 - Introduction and Background02:28 - The Origin Story of Thread Up06:06 - The State of the Modern Customer07:31 - The Secondhand Market Outpacing Retail09:06 - The Logistics of Reselling13:16 - What Happens to Unsellable Clothes15:27 - The Growth Opportunity in Reselling17:32 - Being Customer-Centric17:32 - Using the Jobs-to-be-Done Framework23:44 - Advice for Customer-Centric Leadership26:05 - Getting to Know James Reinhart--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why Dont Chefs Ask | Blake Morgan #shorts Blake Morgan 2024-03-29 | Ever leave a restaurant wishing you could give the chef a high five for the amazing dish, or offer a friendly suggestion for improvement?Direct customer feedback is a goldmine for any business, and restaurants are no exception. Imagine chefs getting real-time insights into what diners love and what could be tweaked to create an even more delicious experience.What do you think, foodies? Should chefs get more feedback from diners? #CX #customerexperience #Chef #restaurant #food #customerfeedback--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How to Deliver Impactful Customer Experience Presentations | Blake Morgan Blake Morgan 2024-03-28 | Effective CX presentations demand more than just content. How you present yourself matters just as much as your message. Our latest podcast episode, “ How To Champion Your Customer Experience Programs With Better Public Speaking”, dives into the importance of voice, body language, and emotional intelligence in impactful CX presentations. Learn how to optimize your delivery style for the powerful impact this week on The Modern Customer podcast with Jacqueline Farrington for expert tips and boost your presentation skills! #CX #CustomerExperience #PublicSpeaking #presentationskills --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Deliver Good CX, Step by Step... Ferociously | Blake Morgan Blake Morgan 2024-03-26 | Who knew the best marketing investment would be in reducing back-end complexity? It might not be as sexy as a Super Bowl commercial, but the best marketing is customer experience. A good customer experience is the result of a lot of hard work behind the scenes to create employee and customer journeys that make sense.*** This speaking clip is from the recent Olo Beyond4 event this month. #CX #customerexperience #marketing #EX #customerjourney --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How To Champion Your Customer Experience Programs With Better Public Speaking Blake Morgan 2024-03-26 | The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs.Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs. #CX #customerexperience #publicspeaking --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Krogers AI Knows What You Need! | Blake Morgan #shorts #AI #kroger Blake Morgan 2024-03-25 | Imagine walking into a store and your app guides you to personalized recommendations based on your needs. That's the future Kroger is building with AI-powered in-store experiences.Is your brand ready to embrace this level of personalization?#CustomerExperience #RetailInnovation #AIinBusiness #RetailTech #FutureofCX #personalization #AI--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Do you fight insurance companies? | Blake Morgan #shorts #celiacdisease Blake Morgan 2024-03-22 | My experience advocating for my son’s recently diagnosed celiac disease highlighted a common insurance coverage gap. While a nutritionist was essential per his doctor’s orders, coverage was only available for diabetes. The 15-minute visit cost a shocking $650!Have you ever had to challenge an insurance decision?#CX #customerexperience #healthinsurance #celiacdisease #celiacdiseaseawareness--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why Questioning The Downside of Failure Can Lead To Customer Success | Blake Morgan Blake Morgan 2024-03-21 | Here's one tip from Matt Watkinson, “Stop trying to chase a guaranteed upside. And instead ask yourself, what's my downside? And if the downside is acceptable, get on with it. You can do so much better by saying, what's my downside? Rather than saying, I must achieve this particular outcome in this particular time at this particular cost which pits you against uncertainty.”Listen to this week’s episode of The Modern Customer Podcast, "Want to invest in Customer Experience? Question the Downside of Failure" with Matt Watkinson, CX author and CEO of Methodical. We're talking about mastering uncertainty and how and why that applies to customer experience.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How Walmarts AI Tech is Revolutionizing Your Shopping | Blake Morgan #shorts Blake Morgan 2024-03-20 | Walmart's commitment to digital transformation continues with their innovative use of AI. They're leveraging AI to understand customer preferences and personalize the entire shopping experience, encompassing search, product recommendations, and even supply chain optimization. Do you have an example of a company leveraging AI to improve CX? #CustomerExperience #RetailInnovation #AIinBusiness #CX--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Want to invest in Customer Experience? Question the Downside of Failure Blake Morgan 2024-03-19 | The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers.Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences.#customerservice #cx #customerexperience Enroll in the ROI of Customer Experience course here: customerexperienceroi.com--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why Customer Satisfaction Data Is Declining | Blake Morgan Blake Morgan 2024-03-15 | Customer satisfaction data shows a significant decline. Forrest Morgeson, Director of Research at The American Customer Satisfaction Index shared some reasons for the decline: - Deficiencies in measuring and understanding customer service. - Companies focusing on different ways to measure customer experience. - Companies prioritizing profit over customer service. - Impact of COVID-19 restrictions and subsequent inflation.Listen to this week’s episode of The Modern Customer Podcast with Forrest Morgeson as we explore the reasons behind the customer service decline and what it means for businesses.#customerservice #cx #customerexperience #csat Enroll to the ROI of Customer Experience course here: customerexperienceroi.com--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why Customer Satisfaction is Declining (and How to Fix It) Blake Morgan 2024-03-12 | Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI).Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend. #customerservice #cx #customerexperience #csat Enroll in the ROI of Customer Experience course here: customerexperienceroi.com--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
CX Leaders Must Think Like CFOs | Blake Morgan Blake Morgan 2024-03-11 | Many CX professionals face the challenge of demonstrating the financial value of their initiatives. CEOs and stakeholders often ask, "How much money is this program saving (or making) for the company?"If you're looking to advocate for your program and secure additional resources, understanding how to calculate its ROI is crucial. By speaking the language of business, you can effectively demonstrate the program's contribution to growth.Our ROI of CX course offers easy to understand principles that will help you calculate the ROI of your customer programs.Enroll today and learn how to:1. Show you are saving your company money or making your company money2. Gain tools to think of your contact center as a revenue generator, and learn the language that will get your CFO's attention3. Hear how one practitioner saved his company over 100 million dollars, and you can prove this too!Here's the link to Enroll Now! www.customerexperienceroi.com--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How Juniper Networks Prioritizes B2B Customer Experience | Surbhi Kaul and Blake Morgan Blake Morgan 2024-03-07 | Surbhi Kaul shares how she keeps her focus on building a company-wide customer experience (CX) strategy at Juniper Networks. Ensuring all teams, from pre-sales to customer success, are actively working to improve the customer journey.#customerexperience #B2B--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper Networks Blake Morgan 2024-03-05 | Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success.Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
4 Examples of AI Customer Experience Innovation | Blake Morgan Blake Morgan 2024-03-04 | By leveraging AI and AR, Superdrug achieved incredible results: - 29% increase in average order value - 70% uplift in conversions - 2-3x higher repeat customer rateThis proves the power of these technologies in optimizing the customer journey and driving loyalty.Is your organization exploring the potential of AI and AR to improve the customer experience?#CX #customerexperience #AI #AR--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
A Tale Of Two Tennis Coaches | Blake Morgan #shorts Blake Morgan 2024-03-01 | The level of passion and dedication can make all the difference in the customer experience world.In the world of CX, are you a coach who inspires or one who just goes through the motions?#customerexperience #coaching #leadership--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
AI-powered customer service: Saving money or serving customers better? | Stefano Puntoni Blake Morgan 2024-02-29 | AI-powered customer service is booming, but are we using it for the right reasons?Professor Stefano Puntoni dives deep into the ethical considerations of AI in customer service. He highlights the potential for AI to exceed human performance but warns against solely focusing on cost reduction.Listen to our full conversation in this week’s The Modern Customer podcast.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Youre Not Geofencing My Kitchen | Blake Morgan #shorts Blake Morgan 2024-02-28 | We all love personalized experiences, but are we giving companies too much access to our lives in exchange?The line between convenience and privacy is getting blurry.What are your thoughts on data sharing? Where do you draw the line?#CX #customerexperience #privacy #datasharing #personalizedexperiences #technology--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use Cases Blake Morgan 2024-02-27 | Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate.Professor Stefano Puntoni, a leading marketing and AI expert at Wharton shared his insights on the impact of generative AI on CX during a recent podcast interview.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How Successful Brands Use Customer Feedback | Blake Morgan #customerexperience Blake Morgan 2024-02-26 | Progressive, Apple, and BarkBox - these companies aren't just hungry for excellence in customer experience, they're being smart about their technologies to innovate the way they serve customers and also the way they look at feedback.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Are retailers rushing chatbots into customer service? | Blake Morgan #shorts Blake Morgan 2024-02-23 | Are businesses rushing AI into customer experience before it's ready?Customer experience overall, it's often not seamless. It's not zero friction. It's not fast. And so there's so much dysfunction to be solved by AI. Poorly trained AI can be a nightmare for both customers and agents.#ai #genai #cx #customerexperience --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Navigating the Future of Customer Experience in the Auto Industry | Blake Morgan and Craig Antonucci Blake Morgan 2024-02-22 | Watch the full conversation with Craig Antonucci, Chief Experience Officer at Autocar Trucks. The conversation underscores the importance of innovative thinking, empathetic approaches, and tactical use of technology for creating exceptional customer interactions.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
You Need A Training Strategy Around AI | Blake Morgan #shorts Blake Morgan 2024-02-21 | Many contact center agents feel left in the dark when it comes to AI training. They're wondering: 👉 Is this gonna steal my job? 👉 How do I even use this thing? 👉 Can it make my job easier, NOT harder?AI is here to HELP, not replace! But companies need to step up their game.#CX#customerexperience#callcenters #customerservice #genAI--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
The Future of the Automotive Industry: Insights from AutoCar Trucks CXO Blake Morgan 2024-02-20 | The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience.Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company's approach to customer experience and how they are leveraging AI to improve it.#customerexperience #CX --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Most CX Professionals Dont Know The ROI Of Their Programs | Blake Morgan #shorts Blake Morgan 2024-02-19 | Did you know that over 70 percent of customer experience professionals do not know how to calculate the ROI of customer experience?I've partnered with Bryan Sander, CCXP, MBA to help CX leaders learn how to calculate the ROI of customer experience in less than an hour.Check out the details of our online course, The ROI of Customer Experience here: customerexperienceroi.com--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Customer-Centric Leadership: Lessons from Waste Managements CEO | Blake Morgan Blake Morgan 2024-02-16 | James Fish, the CEO of Waste Management (WM), exemplifies the significance of being customer-centric and actively engaging with employees to gain insights into their experiences and challenges.How has empathy transformed customer experiences in your organization?#CX #customerexperience #customercentric #custumerservice--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
What do you like in the contact center experience? | Blake Morgan #Shorts Blake Morgan 2024-02-15 | What do you like in the contact center experience?#CX #customerexperience #callcenters #customerservice --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why customer experience needs the human touch (Plus AI!) | Blake Morgan #shorts Blake Morgan 2024-02-14 | Services are as vital as products. We're moving toward a world of services over simply just buying a product. So think about your own offering. What are the services that you offer around the product?--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
The Power of the First 100 Days: Keeping Customers and Employees Happy Blake Morgan 2024-02-13 | Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave.Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Volkswagen Australia, Zappos, and Whirlpool.BOOKMARKS:00:00 - Introduction to Joey Coleman and the Importance of CX and EX02:15 - Joey Coleman's Background and Journey into CX and EX04:17 - Joey's Keynote Framework - First 100 Days07:26 - The Psychology Behind The Customer Experience12:56 - Why Businesses Lose Employees 15:37 - The Reason Why Employees Leave 18:16 - Contact Center Employee Turnover23:06 - How To Retain Employees25:22 - Rapid-Fire Questions with Joey Coleman#customerexperience #CX #employeeexperience #contactcenter #customerservice --------------------------What did you think of this episode? Leave a comment below and let me know! For more content like this, subscribe and hit that like button!youtube.com/@BlakeMichelleMorgan--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.comTwittertwitter.com/BlakeMichelleMLinkedinlinkedin.com/in/blakemichellemorganInstagraminstagram.com/blakemmorganFacebookfacebook.com/CustomerExperienceBlake
Can customer experience investment fuel profitability? | Blake Morgan Blake Morgan 2024-02-12 | It's no secret that investing in customer experience pays off, yet why do we still encounter poor service?We have the opportunity to challenge the status quo and become the change agents our businesses desperately need.How are you leading the charge in transforming customer experience for the better?#customerexperience #CX --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Improve Customer Service With AI Technology Blake Morgan 2024-02-08 | “When customers love your brand, they purchase more frequently, have higher average order values, and are more likely to tell other people about their great experience with the brand. The customer experience doesn't have to be limited to just 'I love this product' but can also include 'I had a great experience with the brand, including customer service.' And that is what we deliver for our customers.” - Jason Finkelstein, CMO at Gladly--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
What Your Customer Wait Time Really Says About A Brand | Blake Morgan Blake Morgan 2024-02-07 | Ever stuck waiting all day for a fix-it visit? That long wait says a lot about how much a company really cares about us.True customer-centric brands shorten that window, respecting YOUR schedule, not just theirs.Got a story? Got a story? Drop it below. Let's show we deserve better.#CX #customerexperience #customerfirst--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Optimize Your Contact Center And Improve Customer Service With AI Technology | #Shorts Blake Morgan 2024-02-06 | Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale.Gladly is helping brands like Nordstrom and Warby Parker to build modern customer support teams that leverage the power of AI to offer unprecedented levels of personalized service.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Optimize Your Contact Center And Improve Customer Service With AI Technology Blake Morgan 2024-02-06 | Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale.Visit www.gladly.com to learn more.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Customer Experience Will Improve in 2024 | Blake Morgan Blake Morgan 2024-02-05 | Do you think customer service and experience will have a huge improvement in 2024? #CX #customerexperience #customerfirst--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Self Checkout Stinks! | Blake Morgan #shorts Blake Morgan 2024-02-02 | Caught in the self-checkout loop? 🛒❌When technology complicates instead of simplifies, it's time to question if saving a dollar is worth the hassle.#CustomerExperience #CX #selfcheckout #themoderncustomer--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
How Jeff Bezos Overcame Skepticism with Customer Centricity | Blake Morgan Blake Morgan 2024-02-01 | Jeff Bezos made Amazon a giant because he revolutionized customer service. Even when critics were skeptical, he was busy making Amazon a customer-centric empire.His belief? Making customers' lives easier is the ultimate differentiator, especially in a world where products are similar. It's all about how you treat your customers, and the experience you provide. **This speaking clip is from the Calix Connection event in October 2023.#cx #customercentric #customerexperience #customerservice #contactcenter #Amazon--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Making Every Minute Count in Customer Service | Blake Morgan #shorts Blake Morgan 2024-01-31 | Ever waited ages for a service visit, like getting your alarm fixed or a new camera installed? You know, those 5-8 hour windows that can really throw off your day. It's time we ask: Why the long wait?With today's tech, we can do better than the 'wait-and-see' approach.Let's face it: when we're spot-on with our service times, it's more than good service; it's great marketing. Nothing beats making our clients feel valued and respected. --Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
The Future of Streaming: Rokus Role in Shaping Customer Experience Blake Morgan 2024-01-30 | The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world.Bridging the gap between viewers and brands, Sarah Monahan, U.S. Head of Verticals at Roku, reimagines how streaming ads can shape a whole new customer journey.--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why Customer Experience Is The Ultimate Differentiator with Steven Van Belleghem | Blake Morgan #CX Blake Morgan 2024-01-26 | “I'm convinced the more technology the world will see, the more important customer experience will be. And the differentiator won't be the technology. The differentiator will be your customer mindset and your customer culture.” - Steven Van BelleghemWatch the full episode of The Modern Customer podcast with Steven Van Belleghem. Steven is a CX influencer, and he has worked with leading companies like Disney, Mercedes, and Heineken.youtu.be/UAAtNV-e_2o--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Why is Customer Experience So Valuable in Todays Market | Steven Van Belleghem & Blake Morgan Blake Morgan 2024-01-25 | “I'm convinced the more technology the world will see, the more important customer experience will be. And the differentiator won't be the technology. The differentiator will be your customer mindset and your customer culture.” - Steven Van BelleghemWatch the full episode of The Modern Customer podcast with Steven Van Belleghem. Steven is a CX influencer, and he has worked with leading companies like Disney, Mercedes, and Heineken.youtu.be/UAAtNV-e_2o--Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
Malls Are Experience Centers | Blake Morgan #shorts #customerexperience Blake Morgan 2024-01-25 | Let's go all-in on the experiential mall concept, or let's cut our losses and get out. Pick one!#customerexperience #CX --Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her newest book is called “The 8 Laws of Customer-Focused Leadership: New Rules For Building Business Around Today’s Customer”(July 2024 HarperCollins). She is the host of The Modern Customer Podcast. Visit her website here: blakemichellemorgan.com
