The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business
Based on her new book (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 you will:
More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences
Based on her 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 creating 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-focused 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 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 the 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 you will:
Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Her second book is called The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business (HarperCollins). Her first book was More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences. She has worked with Comcast, Allstate, Genentech, Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Verizon, Omron and more. Blake is a guest lecturer at Columbia University 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 and a weekly customer experience video series on YouTube.
Blake has given speeches all over the world for a variety of audiences. She loves bringing her message of the power of customer experience to audiences from a wide range of industries. Blake has been focused on customer experience for over ten years, has written two books on the topic, and interviewed hundreds of senior executives. She not only educates on customer experience, but she makes it fun for the audience in the process.
Blake is an expert interviewer. She can work with your team to create a compelling session with an executive that is thoughtful and engaging. Blake is adept at making guests comfortable on stage, and creating an inviting atmosphere for the entire audience.
Participate in Blake’s weekly content by becoming a sponsor of her podcast The Modern Customer or YouTube show. Blake has interviewed the CEO of 1-800 Flowers, the CEO of Ace Hardware, CEO of AT&T Mobility, CMO of the Marriott, President of FedEx Canada, hip hop singer and actress Christina Milian and many more. On Blake’s YouTube show she talks about trends in customer experience. Past sponsors include Plantronics, Pegasystems and Gladly.
Blake is an expert interviewer and MC. She has moderated many panels and MC’d conferences such as the Mobile Innovation Summit (NYC). She’s been creating content and networking in the customer experience space for ten years, and is seasoned at shaping conversations. She knows how to make her guests comfortable and has a natural style that creates an ideal environment for your audience. Blake listens to what the client is looking for and ensures the live event matches that ideal expectation.
Blake lives in the Bay Area with her husband, daughter and their two dogs.