Blake Morgan

 About

About Blake Morgan - Customer Experience Futurist, Keynote Speaker and Author:

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 “8 Laws of Customer-Focused Leadership: The New Rules For Building Business Around Today’s Customer” coming out July of 2024. Her bestselling second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business” (HarperCollins), identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. In 2021 the book won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time.”

She was called one of the top 40 female keynote speakers by Real Leaders Magazine. Blake is a guest lecturer at Columbia University, the University of California, San Diego as well as adjunct faculty at the Rutgers executive education MBA program. She has worked with companies like Coca-Cola, AT&T, The Federal Reserve Bank and many more. Blake contributes to Forbes and is the host of The Modern Customer Podcast.

She lives in the Southern California with her husband, their two children and two dogs.

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 Topics

What Blake Morgan Talks About:

The 8 Laws Of Customer-Focused Leadership
In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization’s potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, – and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the face of all these emerging trends?

  • Create a customer experience mindset.
  • eXceed longterm profit expectations by giving up short term profits.
  • Lay out your customer experience strategy creation and stick to it.
  • Embark on your 90 day get started plan.
  • Anticipate the future by being a customer experience futurist.
  • Don’t forget that employees are customers too.
  • Evaluate success and measure what can be measured.
  • Reaffirm the priority – keep CX front and center.

Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader!

The Four Ways To Make Customer Experience A Decision
In this speech, CX expert and best-selling author Blake Morgan walks you through her WAYS framework. Blake shares real-world examples and action items for each step in the framework. No matter where you are in the customer experience journey, this speech will help you move forward to connect with modern customers and set yourself apart from the competition.

Creating a CX mindset requires looking beyond what’s right in front of you and focusing on how you make customers feel. Blake’s framework and action items make it possible for every company to become a customer-centric success.

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 Recent Publications

To win, businesses must create the future - not just react to trends. Blake Morgan shows how you can innovate your customer experience - to leave competitors in the rear-view mirror.

Chairman, CEO, President, The Allstate Corporation

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