Blake Morgan, a leading customer experience futurist and keynote speaker, has made a significant impact in the industry with her expertise and insights. With an impressive client portfolio that includes Accenture, Ericsson, Adobe, and Verizon, Morgan has established herself as a trusted advisor in the realm of customer experience.
As the host of The Modern Customer Podcast, Morgan aims to demystify the complexities of customer-focused digital transformation. Her podcast provides valuable guidance for individuals seeking to bridge the gap between customer service and customer experience. By connecting the dots, Morgan helps organizations create a unified approach that enhances both customer service and overall experience.
In her thought-provoking blog post on customer experience, Morgan clarifies the distinction between customer service and customer experience. While these terms are often used interchangeably, Morgan emphasizes that customer service is an integral part of the broader customer experience.
She highlights the correlation between exceptional customer service and a great overall experience, noting that brands known for their outstanding customer service tend to excel in delivering a remarkable customer experience.
Morgan's latest book, "The Customer Of The Future," has garnered praise from customer experience professionals. The book delves deep into the potential challenges businesses may face in meeting future customer experience trends and expectations. Morgan provides practical strategies and real-world examples to help support professionals navigate the evolving landscape and align customer experience guidelines with emerging technologies.
One of the key strengths of Morgan's approach is her ability to address the concerns of support professionals. By offering tangible solutions and showcasing how customer experience principles can be integrated with cutting-edge technologies, Morgan empowers businesses to adapt and thrive in the ever-changing customer experience landscape.
Blake Morgan is a leading voice in the field of customer experience, guiding organizations towards future-ready customer experiences. Through her podcast, blog, and book, she emphasizes the importance of unifying customer service and experience, while also addressing the challenges and opportunities presented by emerging technologies.
