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

Customer Experience Leaders

English - December 11, 2017 13:01 - 32 minutes - 29.4 MB - ★★★★★ - 26 ratings
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Previous Episode: What retailers can learn from nurses about emotional intelligence (EQ) | Australian College of Nursing (ACN), CEO, Kylie Ward

Next Episode: Treat your customers like friends and your colleagues like family | Pigeonhole, Founder and Managing Director, Johann Kim

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):

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

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