About Blake Morgan - Customer Experience Futurist, Keynote Speaker, and Author:
Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist,currently working on her second book with HarperCollins on customer experience technology. Her first book is More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.
Blake is adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review, and Hemispheres Magazine. She is the host of The Modern Customer Podcast, and a weekly customer experience video series on YouTube. She lives in the Bay Area with her husband, daughter and their two dogs.
What Blake Morgan Talks About:
More Is More: How To Create Knock Your Socks Off Customer Experiences
We’ve all heard the phrase “less is more,” but it’s not true when it comes to customer experience. When it comes to customer experience the exact opposite is true. Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. So what are you waiting for? In this session Blake Morgan will cover the latest customer experience trends sharing research, case studies and examples around what the world’s leading organizations are doing to create amazing customer experiences.
In this session you will learn:
- Understand what a modern customer experience looks like today
- Learn about the modern customer experience lifecycle
- Gain insights from the D.O.M.O.R.E. framework that will make your business competitive
Customers today want to do business with companies that reduce customer effort, that create elegant, easy customer experiences that make the customer’s life easier and better. The future belongs to companies that “do more” for customers, and leverage technology to do so. For example, artificial intelligence promises to make customer experiences more efficient so we, the brands, can focus on high touch customer experiences. Chatbots, AI and technology will work to solve our customer’s challenges, saving customer’s time and effort. Customer effort is a big deal when it comes to differentiating through customer experience. Customers don’t have time in their lives for products and services to break. Customers don’t have time for the brand to figure out efficiency. They will flock to businesses that consider their individual journey. Advances in technology will enable brands to provide a personalized and tailored customer experience. It’s a win-win, for the brand and the customer. Isn’t that the future we’d all like?
You will learn:
- What the world’s leaders of customer experience are doing
- How customers demand the hyper-personalization of everything and what it means for your business
- What customer experiences look like when they leverage a deep understanding of customer conversations in and across all channels
Most organizations are challenged to extract meaningful insights from their customer data when they’re drowning in so many data feeds. This often results in wildly inconsistent customer experiences that make companies look disconnected and unfocused. Organizations need to create easy and elegant customer experiences; how can they overcome their data challenges to satisfy increasingly fickle customers? Machine learning offers one solution, if organizations can overcome their silos enough to implement it correctly. Each new customer action feeds back into the analytics engine, which helps inform the next best steps for a positive customer experience. Companies can earn customers’ trust simply by being relevant and providing value. Just like in any relationship, a business can earn trust and loyalty by being a good listener and being there for the customer at a point of need. By leveraging automated analytics, customer interactions can fuel a continuous feedback loop that adapts in real time to add value at every touch point.
Blake’s Top 5 Customer Experience Predictions
In today’s world, customers have more distractions and ways to research and buy than ever before. If you want to attract and keep them, you need to create a satisfying, consistent customer experience across all channels. Ah, it sounds so easy, but we know this is a journey and we’re excited to present the top 5 customer experience predictions to give you some insight into what to focus on and how to get there. Blake will dive into 5 growing customer experience trends and how you can take steps to ensure your brand is primed for customer experience excellence.
You will learn:
- Hear the top five trends effecting your business tomorrow
- Understand the latest sociographic trends and how they will effect your business
- Know how you can prepare your organization to be competitive tomorrow considering the latest five trends
2016 could have been called “the year of messaging apps.” It has been called the next “conversation frontier.” Why? That’s where the majority of our conversations are happening. Social media has become largely private media. Customers prefer 1:1 channels and they enjoy using messaging apps to connect with friends and family. Messaging is so popular many companies decided to make themselves available on Facebook messenger, and other social networks to help customers. Some companies even implemented chatbots – programs that simulate human interaction – to assist in the interaction. Today’s brands realize their customers want to be served in messaging apps, and brands are scrambling to figure out scalable approaches to solve customer problems in messaging apps as well, particularly Facebook. A chatbot cannot always be slapped at the problem, however in the future as technology improves so will the customer experience of the chatbot. It’s important for executives to stay up to date on developments regarding messaging apps, chatbots and customer service.
When it comes to customer experience Blake is a true leader in the space. She is an engaging, insightful, and fun speaker and I highly recommend her for your next event.
Charlie Isaacs, CTO Customer Connection, Salesforce
For more information about this speaker:
Call toll-free on 1-866-727-7555
Or, email your request.