2023 Customer Experience Trends
Blake Michelle Morgan
by Blake Morgan
7h ago
Are you feeling the strain of a strange new year? You’re not alone. In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out. Together, this creates a challenging landscape for CX teams to navigate. What’s worked in the past won’t necessarily work now. But even with all of these changes and challenges, the best customer experiences are ..read more
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The Business Case for CX: How to Make it a Priority in Your Organization
Blake Michelle Morgan
by Blake Morgan
1d ago
To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams.  Diane O’Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting customer data, analyzing operational data, and working with business units to find the biggest opportunities to deliver a top-tier customer experience. O’Hara admits that earlier in her career, she viewed customer experience as a soft area. Bu ..read more
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TrueCar’s Approach to Digital Customer Journey Mapping
Blake Michelle Morgan
by Blake Morgan
1w ago
Most customers don’t come into the car buying process knowing exactly what they want. In fact, many customers find the experience overwhelming and nerve-wracking. Easing those fears and delivering a personalized and convenient experience starts with knowing where customers are on their journey. That’s where detailed customer journey mapping comes in to help brands understand the unique needs of their customers and provide relevant, empathetic service. Beth Mach, Chief Consumer Officer at TrueCar Inc., says it’s crucial to understand the highs and lows of the entire customer experience. Mach s ..read more
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10 Pieces Of Advice From Customer Experience Experts
Blake Michelle Morgan
by Blake Morgan
1w ago
Most of the advice I get from the smartest leaders is through podcast interviews, and on my podcast The Modern Customer some of the most customer-centric leaders have shared their insights and proven methods with me. I wanted to share their insights with you. To be the best, you have to learn from the best. Here are 10 best practices and pieces of advice from customer experience leaders: 1. Leverage cross-functional teams. – Alicia Walters, CMO at Crate & Barrel “I feel strongly that marketing teams should talk to people from other functions who are innovators. I’ve even pul ..read more
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Visa Global Head of Fraud Services Michael Jabbara Shares His Views on the Future of Cybersecurity
Blake Michelle Morgan
by Blake Morgan
2w ago
Cybersecurity and fraud have long been a part of the modern online experience. Every time a customer interacts or transacts with a brand online, they share sensitive data that has the potential to fall into the wrong hands.But the last few years have taken fraud to the next level, meaning that every company needs to prioritize protecting their customers.Michael Jabbara, Global Head of Fraud Services at Visa, says the increase in fraud in recent years is due to two main factors: Life moved online during the pandemic, which means customers now have more online transactions and virtual int ..read more
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What Southwest Airlines Could Have Done Better
Blake Michelle Morgan
by Blake Morgan
2w ago
If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. But when a founder-CEO who has the vision leaves the company and passes it on to an accountant – that loss of vision can hurt the company. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. Christmas is the busiest time of year for travel. Last week, the US w ..read more
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The WAYS CX Framework
Blake Michelle Morgan
by Blake Morgan
3w ago
 The customer of the future is here. Is your company ready?The last few years have caused consumers to re-evaluate their purpose and what they value in life. With new 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.Creating a customer-centric mindset means deciding every day to put customers first. There are four ways ..read more
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What Southwest Airlines Could Have Done Better This Christmas
Blake Michelle Morgan
by Blake Morgan
1M ago
 If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. But when a founder-CEO who has the vision leaves the company and passes it on to an accountant – that loss of vision can hurt the company. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare.  Christmas is the busiest time of year for tr ..read more
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Are You Gaslighting Your Customers?
Blake Michelle Morgan
by Blake Morgan
1M ago
The 2022 word of the year is gaslighting, or manipulating or deceiving someone. Gaslighting is common in the customer experience when brands try to convince their customers of a different truth or ignore their problems. The opposite of gaslighting is taking ownership, listening to customers, and building trust. The Merriam-Webster word of the year for 2022 is gaslighting. Searches for the term—which means mind manipulating, grossly misleading, or deceiving someone—skyrocketed this year as people find examples of gaslighting everywhere, including in their relationships, online interactions, a ..read more
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How Saks’ CMO Creates a Customer-Driven Approach to Digital
Blake Michelle Morgan
by Blake Morgan
1M ago
 There’s no doubt that the future of retail is digital. And now, Saks is doubling down on that theory by spinning off its digital and e-commerce presence to create a separate entity from its physical stores. CMO Emily Essner says that the experience for customers hasn’t changed, but spinning off the digital arm allows Saks to solidify its investment in the future of digital in an increasingly complex world. The digital-specific business can focus solely on growing an omnichannel experience without other distractions. Customers are at the focus of Saks’ decision to spin off the ..read more
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