Blake Morgan is a customer experience adviser that has worked with Intel, Verizon Wireless, Verizon, Newmark Knight Frank Retail, One Medical, Misfit Wearables (Shine), Pegasystems, Clarabridge, Zendesk, Sparkcentral and more. She's the host of the podcast show on Forbes’ “The Modern Customer Podcast,” a show on YouTube called “Blake's Take” in addition to writing a column on Forbes on customer experience. She serves as the VP of Marketing for the Society of Consumer Affairs Professionals, Northwest. She loves "customer experience"​ because as humans we are feeling, sensing beings. Our most vivid memories are powerful experiences. Today brands understand that creating a knock-your-socks-off digital experience is the way to the customer's heart. Digital technology has provided us an unprecedented opportunity to engage and now it's about really smart content, profound engagement strategies, and stand-out experiences. She's been recognized as #20 on the Top 50 ICMI Thought Leaders of 2015 and Huffington Post's Top 100 Most Social Customer Service Pros on Twitter. She is the author of the book “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences” (Routledge, Spring 2017). She provides advisory and content services to brands and vendors. She is a frequent speaker and writer on the topic of customer experience.

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The Evolution of Social Customer Service

Blake Morgan

Until recently you were probably ok with responding to the occasional customer tweet, leaving the rest to fade into the vastness. In 2016, it’s no longer an option. Starting yesterday, you must pay attention to every Tweet, every Facebook post, and you need to start worrying about Snapchat, Sina Weibo or WeChat. Not only that, today’s consumers expect a reply and they expect it on every channel in near real-time.

Don’t be a brand that struggles to keep up with customer demand.

You will learn:
Practical tips from big brands of social customer service done right
How to train and develop ideal agent behavior inside the contact center suited for social customer service
How the contact center can improve collaboration with marketing, PR, sales and other internal stakeholders

what you get

  • Last up to one hour
  • Allow for up to 200 connections into the Cast (a connection is a login from a unique location)
  • Include the two-way video experience (including interactive HD streaming video and audio) and dedicated support