Nancy Porte
How AI-Infused Knowledge Management Tools Support CX
Mention the term knowledge management (KM) and you’d once be greeted by a roomful of yawns. Not anymore. With artificial intelligence (AI) injecting new vigor into KM, its “old librarian” image is suddenly sexy. It’s a player that can make a significant contribution to...
Making Legal Part of the CX Team: 5 Steps to a Beautiful Partnership
Many CX practitioners view the legal department in their organizations as separate and apart from the work they do. I know I did. But over the last few years, I’ve begun to see what an important role our legal team plays in the overall...
Putting Customers on the Podium: 3 Tips for Successful Customer Advocacy Programs
One of the essential CX truths is that customers like to hear from other customers. At the B2B technology company for which I work, it means more than throwing a cocktail party and having a few other networking events at the annual user conference....
3 Tips to Build an Outside-In Customer Journey Map
No matter how carefully plotted your customer journey map, it can always benefit from a fresh perspective—especially one from outside your organization. The map we developed and were using and fine-tuning for years at the B2B technology company for which I work is a...
For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments
Where do CX practitioners go to get inspired? Customers, colleagues, peers in other companies, other industries, online communities like CustomerThink—all can share fresh ideas that keep us out of the CX slump. Books are good, too—especially when one comes along that not only has...
One-On-One CX: 5 Tips to Ensure First Responders are Great with Customers
I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest. By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building...
Building Your 2019 Dream Team: 3 Tips for Staffing CX
As a customer experience (CX) professional, you are probably allotted a headcount for your team. What do you do with it? Here are some tips on staffing young or maturing CX organizations to be sure you are delivering a customer experience for the record...
Connected Listening: 3 Tips to Meet the CX Challenges of Omni-Channel Communication
It’s essential CX practice today to offer customers a range of channels through which they can interact with you. But adding new channels is only half the battle. It’s the CX team’s responsibility to coordinate them, too. At the B2B technology company for which...
4 Ways to Align Customer Feedback and Product Innovation
Companies work hard to listen to the voice of the customer (VoC) and innovate based on what they hear, but passive listening isn't enough.
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 also in consistently pleasing your customers. Many organizations who have a focus on improving customer experience (CX) want to be easy...
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 answers they need without human assistance. Smart companies are taking advantage of this shift. According to Gartner, “By 2022, it will...
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 have on customer satisfaction. Here are some tips for making sure “backstage” employees are part of your CX program, too. CustomerThink...
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 of the customer. Here’s one. The number one rule in customer experience (CX) is to meet your customers where they live....
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 work together for everyone’s benefit. Let’s face it: Sometimes there can be tension between human resources (HR) and customer experience (CX)...
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 taken the plunge into public social networks, such as Facebook, Twitter and LinkedIn. Having your own corporate-run customer community is...
How to Avoid Critical Survey Mistakes and Increase Response Rates in a Digital-First...
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are ...
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 customer in everything they do. How do you...
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-centric. How can you make it happen? Senior...
Customer Conferences: The Best Time of Year to Improve CX
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer...
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 frontlines. Here are three strategies for ensuring middle managers are ...