Laura Morrison

Digital Design Researcher, 3M Canada

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AI Adoption by Canadian companies

Actionable Steps
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Articles Authored by me

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3

Jul 18
Tag:CX Tag:Strategy

Articles Authored by me as Council member

The role of AI in customer experience in the retail industry

Aug 06
Tag:CX Tag:Thought Leadership

The evolution of CX

May 03
Tag:Thought Leadership Tag:CX

Knowing when to exceed customer expectations

Jan 15
Tag:Thought Leadership Tag:CX

Personalization at scale

Oct 05
Tag:Thought Leadership Tag:CX

Spotlight on omnichannel experience, Part 3

Aug 18
Tag:CX Tag:Thought Leadership

Spotlight on omnichannel experience, Part 2

Aug 11
Tag:CX Tag:Thought Leadership

Spotlight on omnichannel experience, Part 1

Aug 03
Tag:CX Tag:Thought Leadership

Becoming a customer-first company

Jun 26
Tag:Customer experience Tag:Thought Leadership

The power of CX measurement

Jun 19
Tag:Strategy Tag:CX

Embracing ChatGPT and AI for CX

Apr 21
Tag:Thought Leadership Tag:CX

Entering the era of human experience

Mar 03
Tag:Thought Leadership Tag:CX

How organizational design can impact employee experience

Jul 29
Tag:Thought Leadership Tag:CX

The elevated role of employee experience

Jul 11
Tag:Thought Leadership Tag:CX

How customer and employee experience work together

Jun 27
Tag:Thought Leadership Tag:CX

The impact of today’s trends on customer experience

Apr 01
Tag:Trends Tag:CX

The evolution of NPS 3.0

Jan 13
Tag:Loyalty Tag:Brand

Why ROI of CX is critical for business growth

Jan 12
Tag:Thought Leadership Tag:CX

Creating a customer journey with a sense of discovery and connection

Sep 15
Tag:CX Tag:Thought Leadershhip

The year that changed CX forever, for the better

Jul 05
Tag:Strategy Tag:CX

Getting real about CX + EX

Jun 10
Tag:Strategy Tag:CX

Creating a customer journey with function and emotion

Mar 24
Tag:Strategy Tag:CX

Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation

Feb 06
Tag:Digital Tag:CX

Customer Experience: As Simple as One-Two-Three?

Jan 15
Tag:Strategy Tag:CX

Fundamental Change Required to Improve Customer Experience

Oct 31
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)

Sep 23
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)

Sep 05
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)

Aug 14
Tag:Strategy Tag:CX

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3

Jul 18
Tag:CX Tag:Strategy

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 2

Jun 12
Tag:CX Tag:Strategy

Is Customer Experience Directly Linked to Business Strategy?

Apr 25
Tag:CX Tag:Strategy

Customer Experience: Lack of Organizational Culture

Dec 13
Tag:CX

Customer Journey Mapping: Tips and Principles

Jan 03
Tag:Strategy Tag:CX

How digital is reshaping the traditional retail flyer experience

Jul 12
Tag:Digital Tag:Digital Strategy

Communication and Execution are foundational to CX delivery

Jun 21
Tag:Strategy Tag:CX

How Wi-Fi Marketing Increases Loyalty, Sales and Insights in Customer Behaviour

Jun 07
Tag:CX Tag:Digital Strategy

How Augmented Reality is poised to rock our Marketing world

May 10
Tag:Martech Tag:CX

Defining ‘high-value’ services

Jun 04
Tag:CX Tag:Strategy

Customer experience: Change is good…you go first!

May 08
Tag:Strategy Tag:CX

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