About Blake Morgan - Customer Experience Futurist, Keynote Speaker and Author:
Blake Morgan is a keynote speaker and customer experience futurist and author of two books on customer experience. She’s a board member of customer service AI software Minerva. 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 to 40 female keynote speakers for 2020 by Real Leaders Magazine. Her first book was “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.”
Blake has worked with Comcast, Allstate, Genentech, Accor Hotels, Accenture, Adobe, Cisco, Parker Hannifin, Ericsson, Verizon, and more. 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. Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine.
She is the host of The Modern Customer Podcast. She lives in the Los Angeles Area with her husband, their two children and two dogs.
What Blake Morgan Talks About:
THE CUSTOMER OF THE FUTURE IS HERE. IS YOUR COMPANY READY?
4 Ways to Make a Customer Experience a Decision
The last few years have caused consumers to re-evaluate their personal purpose and what they value in life. With changed priorities, many customers are changing brands and thinking differently about their relationships with brands. Customer experience is a decision everyone in your company needs to make every day. When you invest in making your customers’ lives easier and better, you set your company up for long-term success and loyalty. But how do you create this customer-centric mindset to succeed? 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.
THE CUSTOMER OF THE FUTURE: 10 GUIDING PRINCIPLES FOR WINNING TOMORROW’S BUSINESS
Based on Blake’s new book of the same name (HarperCollins), learn how to adopt 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities – and a lack of buyer perspective to keep up with the demands of the customer of the future. Amazon has led the change in customers’ expectations on how, when, and where they shop – and make their purchasing decisions, while innovators like Netflix, Apple, Sephora, and Spotify have altered what we expect from the products we purchase. Technology has largely fueled these disruptions, and many traditional brick-and-mortar companies have gone bankrupt – as the tried-and true business models they built themselves around disappeared. Customers in the future will insist on experiences that make their lives significantly easier and better. The companies that will win their business will adapt, not by just proclaiming that customer experience is a priority – but by embedding a customer focus into every aspect of their business. They’ll understand how emerging technologies like artificial intelligence, automation, and analytics are changing the game – and implement a strategy to integrate them into their products and processes. Customer experience futurist Blake Morgan explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services – and how companies that don’t meet these new expectations won’t last. In this Keynote – attendees will:
- Learn the 10 defining strategies for a customer-experience-focused company
- Implement new techniques to shift the entire company from being product-focused – to being customer focussed
- Gain insights through case studies and examples – of how the world’s most innovative companies are offering new and compelling customer experiences
- Create a leadership development and culture plan for your organization – to create lasting change
MORE IS MORE: HOW THE BEST COMPANIES WORK HARDER AND GO FARTHER TO CREATE KNOCK-YOUR-SOCKS-OFF CUSTOMER EXPERIENCES Based on Blake’s first book, the phrase “less is more” may be true about many things – but it’s not true when it comes to customer experience. Companies that want to stay relevant must apply more energy, focus, and resources – to creat knock-your-socks-off customer experiences than they ever did before. The companies that embrace a “more is more” philosophy work harder and go further – to ensure that their customers have a positive experience. Companies that understand the importance of a relationship – even one individual relationship – are willing to go to any length to ensure that they continue to nurture that relationship. They do this through customer-focussed strategies and leadership – via operations, policies, and procedures that consider how the customer will fare in every scenario. More Is More provides practical advice for building or improving the customer experience – that you can apply immediately at your own organization. Because time is of the essence, your customers are not willing to wait for you to get the customer experience right. This keynote highlights the invisible toxins that are killing your customer experience and your market share – and how you should address them. More Is More sets you up for success – outlining key areas you need to address immediately so you can weather external changes, remain relevant and thrive in the ever-changing business landscape. In this Keynote attendees will:
- Hear about Blake’s DOMORE customer experience framework – from her book More Is More
- Learn how companies are preparing for the customer of the future with digital transformation
- Be inspired by customer experience stories from across the world
- Gain insights and innovation strategies to empower you to better compete on customer experience
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.