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Blake Morgan

Blake Morgan

Senior Contributor at Forbes Online

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Email address
b*****@*******.comGet email address
Influence score
73
Location
United States
Languages
  • English
Covering topics
  • Commerce
  • Business

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Recent Articles

forbes.com

Qualtrics Annual X4 Conference: Experience Agents Have Arrived

AI and Agentic AI was a key theme from a customer experience perspective at the annual Qualtrics X4 Experience Management Summit this week in Salt Lake City bringing in 6,000 practitioners from all over the world.
18 days ago
forbes.com

A 100 Million Dollar Bridge For Coyotes, A Toxic Landfill For Calab...

Imagine living in a place where a coyote can safely walk over a freeway on a brand new 100 million dollar bridge near Calabasas, California, and right under that bridge dumping 4.5 million tons of toxic ash?
about 1 month ago
forbes.com

Follow The Money: 5 Investments In AI & Customer Service Technology

Out of all the industries that will be disrupted by AI, customer service has been identified as one of the first. Here are five companies with significant investment.
7 months ago
forbes.com

Cutting Customer Experience Investments Now Is A Mistake - Here’s Why

By making the right kinds of investments in a down economy, when the dust settles your brand could be well positioned to win more market share.
8 months ago
forbes.com

Will Nike’s Investments In The Olympics Save The Brand? Yes And No

Customer experience is a game of inches rather than yards. How Nike trains every day is more powerful then the money thrown at the Olympics.
9 months ago
forbes.com

AI Is Transforming Frontline Operations: 2 Key Change Management Tips

AI is the largest change coming to work we’ve seen in the last fifty years. How you manage the people aspect of this new technology will determine your success.
9 months ago
forbes.com

The 5 Secrets Of Haidilao’s $14 Billion Customer Experience Success

Learn the secrets behind Haidilao’s unique customer-centric culture.
11 months ago
forbes.com

How To Think Like A CFO - Calculating The ROI Of Customer Experience

Only 31% of leaders track the ROI of customer experience - if you want to get the attention of your CEO, you need to show how you are saving or making the company money.
about 1 year ago
forbes.com

5 Customer Experience Predictions For 2024

The contact center is the most important place for customer experience investments in 2024. Read our five customer experience predictions in this article
about 1 year ago
forbes.com

Winning Now And Winning Later With Customer Experience - Forbes

Relating this to customer experience, Davit Cote suggests that most companies miss the mark because they don’t listen effectively to what their customers want.
over 1 year ago
forbes.com

20 Stats On Why Customer Service Has Never Mattered More

In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience.
over 1 year ago
forbes.com

The 20 Best Examples Of Self-Service

Customers overwhelmingly want self-service options and crave the convenience and control of getting help on their own schedules.
over 1 year ago
forbes.com

10 CEOs Customer Experience Leaders Who Work On The Front Lines

Customer-focused leaders set the tone for their company’s customer experience efforts. These 10 CX hero CEOs take it above and beyond by working on the front lines.
over 1 year ago
forbes.com

The 10 Best Examples Of Proactive Customer Feedback

Instead of waiting for customers to come to them, leading companies actively seek out customer feedback and use it to improve their experience.
over 1 year ago
forbes.com

What Impact Will AI Have On Customer Service?

With it come many ethical gray areas and calls to slow down the speed of its development.
over 1 year ago
forbes.com

The Top 15 Best Examples Of Phygital Customer Experiences

Phygital experiences bring together the best of both worlds to blur the line between technology and in-person.
over 1 year ago
forbes.com

Walmart Vs. Amazon: Who Wins The Retail Battle In 2023?

Walmart and Amazon are two of the largest and most recognizable retailers in the world. But who comes out on top when considering customer experience?
over 1 year ago
forbes.com

100 Customer Experience Stats For 2023

Customer experience in 2023 looks different than ever before. With a recession, changing customer preferences, and new tech, CX teams have opportunities to innovate.
almost 2 years ago
forbes.com

New Data About Airlines Competing On Customer Experience

Even with a plummet in customer satisfaction after holiday cancellations, the airline industry is recovering. Top airlines deliver personalized, frictionless service.
almost 2 years ago
forbes.com

5 Customer Experience Strategies From Emirates Airlines

With its five-star service and excellent amenities, Emirates goes against airline industry trends to invest in customers and provide an impeccable experience.
almost 2 years ago
forbes.com

Companies Need Working Moms. And Moms Need More Support Than Ever

Working moms need more support than ever as they balance two demanding roles. Investing in women and gender equity leads to major benefits for companies. Here’s how to make it happen this Mother’s Day.
almost 2 years ago