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