CRMC 2019 KEYNOTE PRESENTER BLAKE MORGAN’S CUSTOMER EXPERIENCE ROUNDUP

Technology can be a huge boost to customer experience. But it can also leave a bad taste in customers’ mouths. Brands need to be constantly evolving with new technology and evaluating their approach to make sure the technology is effective and strategic. This week brought stories of technology being used in all aspects of customer experience, from robots reaching customers to customers sharing their experiences online. These stories show that technology can connect customers and create convenient experiences, but it can also lead to problems like a lack of human connection and data security. To ensure technology is used properly, brands should regularly re-evaluate their approach.