Nancy Porte
Nancy Porte is the Vice-Chair for the Board of Directors of the Customer Experience Professionals Association (CXPA). Previously, as Vice President of Global Customer Experience for Verint and with a background in operations management, her passion is developing differentiated customer experiences through cross-functional collaboration and employee engagement. She is a Certified Customer Experience Professional (CCXP) and frequent speaker at industry conferences.
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...
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...
In a world where customers are bombarded daily by digital information, sales pitches and surveys, CX professionals need new approaches for hearing the voice...
The terrain between HR and CX can be rocky without a strong partnership. Here are some tips on how CX and HR teams can...
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...
Customer preferences change frequently—especially when interacting with ...
In next-generation companies, senior execs put the voice of the ...
Senior executives ‘walk the walk’ in firms that are truly ...
Mini-journey mapping and other employee/customer engagement strategies ...
You’ve scored big with C-level buy-in and you’re starting to engage the ...
No matter how “e” or electronic your company, your employees need to...
Surveys are great, but there’s still a lot to learn about your ...
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article,...
Just upgrading a touchpoint is so 2016. Comparing current and desired ...
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience...
As CX practitioners we tend be a “glass half full” group, and such optimism usually serves...
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful...
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one...
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the...
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer...