Nancy Porte

Six Ways Internal Branding Can Make or Break a CX Program

Have you ever wondered, “What’s in a name?” Clearly, it’s a top business priority as organizations spend millions of dollars and countless hours on perfecting their brand, but how important is the branding of an internal program? In going through this process at my company...

2021 is the Year to Close the Engagement Capacity Gap

What a year it has been. Thinking back to last March, the first cases of Coronavirus were spreading, and the world collectively recognized that a global pandemic was well underway. Our executive team was days away from transitioning our global team of 6,000 to...

Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources

Whether you’re leading customer experience at a B2B or B2C company, I think you’d agree that 2020 certainly had an impact on customer feedback. This year’s unpredictable and unrelenting changes challenged us in every area of our customer experience program, particularly in customer feedback...

Communities: The Best Kept Self-Service Secret in Customer Experience

With today’s shifting landscape stemming from the global pandemic, you might be grappling with identifying and implementing solutions to help your customers find the information they need – when they need it - in a single location. However, you may be surprised to find...

Don’t Hide Your CX Light Under a Bushel: How to Tell Your Story with...

For many companies, customer experience (CX) is like the man behind the curtain in The Wizard of Oz. No matter how hard-working the CX program, sometimes it’s not talked about very much—at least not outside the company and the customer base. Traditionally, CX is...

Delivering CX: Lessons Learned from Verint’s First Virtual Conference

Customer experience programs take different forms across organizations. Their scope and responsibilities can vary from only gathering and reporting customer insights to managing all customer-facing areas. Our program, like most, is somewhere in the middle with responsibilities across customer analytics, customer engagement programs, and...

Double Down on Empathy! 5 Tips for CX Success in Times of Crisis

In CX, the mission is always the same. It’s the tactics that change. That’s a good mantra for any CX professional today. With the coronavirus changing our way of life and our way of work, it’s changing our CX tactics, too. I’ve seen some companies...

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....

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