Blake Morgan | Speaker Profile
Blake Morgan is a keynote speaker, customer experience futurist, and author of two books on customer experience. Her bestselling second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business” (HarperCollins), identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. In 2021 the book won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time.” She was called one of the top 40 female keynote speakers by Real Leaders Magazine. Blake is a guest lecturer at Columbia University, the University of California, San Diego, 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.
Featured keynote topic
4 Ways to Make a Customer Experience a Decision
The customer of the future is here. Is your company ready?
The last few years have caused consumers to re-evaluate their personal purpose and what they value in life. With changed 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.
But how do you create this customer-centric mindset to succeed? In this speech, CX expert and best-selling author Blake Morgan walks you through her WAYS framework. Blake shares real-world examples and action items for each step in the framework. No matter where you are in the customer experience journey, this speech will help you move forward to connect with modern customers and set yourself apart from the competition.
Creating a CX mindset requires looking beyond what’s right in front of you and focusing on how you make customers feel. Blake’s framework and action items make it possible for every company to become a customer-centric success.
Testimonials
“The Queen of CX.”
META
“Blake is a true leader in the customer experience space – she is an engaging, insightful, and fun speaker.”
Charlie Isaacs, CTO, Salesforce
“Blake really brought this topic to life with a compelling and entertaining presentation for my leadership team, spurring some great team thinking and discussions.”
Donna Morris, Chief People Officer, Walmart
Publications by the speaker
Blake Morgan is the author of two books on customer experience.
Her bestselling second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business” (HarperCollins), identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. In 2021, the book won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time.”
Her first book was “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.”
Speaker background
“I’m endlessly interested in the intersection of technology, communication, relationships, and people. Customer experience is a blend of these four things. I moved to New York City when I was 21 to intern at a magazine and follow in the footsteps of Carrie Bradshaw, but fell into customer experience instead. I had the opportunity to help build out the category and create the language for what we know customer experience to be today.
I was naturally attracted to customer experience because I saw a huge gap in the marketplace for ideas on how to make customers feel good so they come back.
When I started in this business, there was customer service, marketing, and sales…but no one was talking about “customer experience” in a serious way.
Customer loyalty died recently during COVID. Companies had to create a more digital customer experience in a short amount of time – meeting the customer where they were and creating a more compelling experience around the product. And there’s no going backwards.
Making customers feel great IS an important business strategy, and companies still struggle to do this well. It is no longer simply nice to have, the only way to differentiate a business today is to compete on experience. I believe in the power of technology to help you do that.
I have been studying customer experience for over 15 years, and I’ve flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.
I’ve been a senior-level customer service executive at a Fortune 100 company, but what I loved most of all was bringing my message of customer-centricity to audiences, whether that’s through my keynote speeches or my content. Along the way I had two amazing kids with my husband Jacob, who I met at a customer relationship management conference twelve years ago.”
Organizations and event organizers can confidently hire this speaker to conduct keynotes and workshops about future trends across a diverse range of topics and in the following formats:
| Format | Description |
|---|---|
| Advisory calls | Discussion with your executives to answer specific questions on a topic, project or subject of choice. |
| Topic presentation (Internal) | A presentation for your internal team based on a mutually agreed topic with content supplied by the speaker. This format is designed specifically for internal team meetings. Maximum 25 participants. |
| Webinar presentation (Internal) | Webinar presentation for your team members on a mutually agreed topic, including question time. Internal replay rights included. Maximum 100 participants. |
| Webinar presentation (External) | Webinar presentation for your team and external attendees on a mutually agreed topic. Question time and external replay rights included. Maximum 500 participants. |
| Event keynote presentation | Keynote or speaking engagement for your corporate event. Topic and content can be customized to event themes. Includes one-on-one question time and participation in other event sessions if required. |
Book this speaker
Contact us to inquire about booking this speaker for a keynote, panel, or workshop, or contact Kaelah Shimonov at kaelah.s@quantumrun.com
