Nancy Porte: A CX Practitioner’s Playbook
Seven Things Successful Customer Experience Professionals Think, Say, and Do
Among the many challenges customer experience (CX) professionals face, often the most difficult is how to engage cross-functional and multi-level support. Beyond support for specific projects, there is a crucial need for ongoing sponsorship of the CX program, even as new areas of focus...
4 BIG Lessons Learned as a CX Leader — Or, What I’d Like to...
After eight years I recently resigned as a leader of global customer experience for a technology company. Eight years is a long time in any position but, particularly in a CX leadership role. Experts say the average tenure for a CX leader is between...
What Does a Shark, a Family of 10, Fun and Innovation Have in Common?...
If you’re a fan of the TV show, “Shark Tank,” then Barbara Corcoran is most likely a familiar face. I had the pleasure of interviewing Barbara recently during my company’s annual customer engagement virtual event in May. Barbara was a perfect fit for our...
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...