Nancy Porte

New Trends in Employee Engagement: Is Your Company Easy to Work For?

Today’s employees have high expectations from employers. How well you meet those expectations can make the difference not only in attracting new hires, but...

Intelligent Self-Service: Three Ways to Grow Consumer Comfort with Automated, Robotics-Driven Interactions

With Google at their fingertips and Alexa at their beck and call, today’s consumers are used to interacting with machines conversationally to get the...

Putting the Back Office Front and Center in Your CX Program

Companies are often so focused on front-line touchpoints with customers that they ignore the impact an incorrect bill, a late order or claim can...

Customer-Initiated Feedback: A New Window into the Customer Journey

In a world where customers are bombarded daily by digital information, sales pitches and surveys, CX professionals need new approaches for hearing the voice...

How to Partner with HR for CX Success

The terrain between HR and CX can be rocky without a strong partnership. Here are some tips on how CX and HR teams can...

3 Ways to Strengthen Your CX Program With Online Communities

Never underestimate your customers' ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already...

How to Avoid Critical Survey Mistakes and Increase Response Rates in a Digital-First...

Customer preferences change frequently—especially when interacting with ...

A Day in the Life of an Executive Leading a “Customers for Life” Culture

In next-generation companies, senior execs put the voice of the ...

Setting Examples: How Senior Leadership Can Be Positive CX Role Models for the Workforce

Senior executives ‘walk the walk’ in firms that are truly ...

Customer Conferences: The Best Time of Year to Improve CX

Mini-journey mapping and other employee/customer engagement strategies ...

How to Build Mid-Management Mindshare for Your CX Program

You’ve scored big with C-level buy-in and you’re starting to engage the ...

Employee Advocacy is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”

No matter how “e” or electronic your company, your employees need to...

Beyond Surveys: 5 Methods to Learn More About Your Customers

Surveys are great, but there’s still a lot to learn about your ...

A Tool For Positive Change: Five Tips for Building a Customer Journey Map

Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article,...

Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

Just upgrading a touchpoint is so 2016. Comparing current and desired ...

3 Ways CX Can Make 2017 the Finest Year Yet for Your Brand

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience...

Cultural Change: 5 Ways to Empower Employees with Customer Insights

As CX practitioners we tend be a “glass half full” group, and such optimism usually serves...

How to Design and Build a Great Survey: 10 Lessons Learned from Voice of...

Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful...

5 Ways to Cultivate Leadership Support for Customer Experience

Executive boards and senior leadership teams represent a variety of personalities and management styles, but one...

What To Do When the CEO Says “No” to Your CX Business Case

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the...

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