Customer Experience Leaders

Key customer experience predictions from a CX Futurist | Customer Experience Futurist and Host of The Modern Customer Podcast, Blake Morgan

Listen Later

Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers.

 

Resources mentioned:

  • More Is More (book), by Blake Morgan.
  • Fresh Air (podcast), hosted by Terry Gross, by NPR.
  • Thick Face, Black Heart (book), by Chin-Ning Chu.

 

Key takeaways (starts at 27:07):

  1. Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation.
  2. Make things easy for the customer
  3. Don’t make the customer repeat themselves


This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

...more
View all episodesView all episodes
Download on the App Store
Customer Experience LeadersBy RateIt
  • 4.8
  • 4.8
  • 4.8
  • 4.8
  • 4.8

4.8

26 ratings

More shows like Customer Experience Leaders

View all
Leaders in Customer Loyalty, Powered by Loyalty360 by Loyalty360

Leaders in Customer Loyalty, Powered by Loyalty360

4 Listeners