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60. The Future of Commerce, Customer Service and Personalization | Blake Morgan

Blake Michelle Morgan - Customer Experience futurist

Blake Morgan (@blakemichellem) is an author, keynote speaker, and customer experience futurist currently working on her second book with HarperCollins on customer experience technology. Her first book is More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.

Blake is adjunct faculty at the Rutgers executive education MBA program, contributes to Forbes, the Harvard Business Review and Hemispheres Magazine and is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She has worked with Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Verizon and many more and has a wealth of knowledge on the future of commerce and customer relations/experiences, something not often enough talked about. You can find out more about Blake at

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In our wide-ranging conversation, we cover many things, including:

  • How customer service can make or break companies
  • Why augmented reality and virtual reality are such exciting technologies for Blake
  • What to look out for when building a business
  • The future of e-commerce and competing with Amazon
  • How the future of work is changing faster than we can react
  • The scary reality of data, privacy, and personalization
  • Why AI will be such a transformational tool for customer service
  • What Blake thinks about startups and Silicon Valley
  • Why business will look very different in the future
  • The issues and advantages of robots in our homes
  • How AI evolves into love and relationships

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