Barbara Porter is a partner and chief customer experience officer at culture-shaping firm Senn Delaney, a Heidrick & Struggles company. She is a member of the management team responsible for driving the firm’s strategic growth and performance with a strong focus on the customer experience.
She is a strategic, transformational leader with more than 20 years of focus on developing and implementing customer experience strategy across entire organizations and on organizational and cultural change around the customer service experience.
Prior to joining Senn Delaney, Barbara served as executive director of the customer experience strategy practice at a global management consulting firm. She served as the customer practice lead for the North American power and utilities industry where she led a matrixed team of analysts and senior managers delivering multiple concurrent projects. Barbara worked with C-level executives and their teams on customer experience transformation strategies across channels and business units. Her advisory work also included governance, operational improvements, growth, and M&A. Barbara has combined her experience as an entrepreneur and corporate executive in the energy industry to drive innovation, growth, and enhanced earnings for utilities.
Barbara founded and served as president of Integrity Builds Trust Services (IBT). She led a team that built one of the premier inside sales organizations representing top retail energy companies in the deregulated energy industry. In addition to the energy industry, IBT served companies in technology, financial services, and manufacturing providing sales, lead generation, and research surveys.
After IBT was acquired by Nicor, Barbara served in several executive roles. As vice president of customer service and business development at Nicor National, she led integration of retail services division for the AGL/Nicor merger. In her role as vice president of customer service and business development, Barbara led a the customer service and contact center team that earned six consecutive JD Power Call Center Certifications, reduced acquisition costs by 43%, and increased sales conversion rates by 83%.
Barbara is a board member and faculty advisor for Enterprise Engagement Alliance. A frequent speaker at industry forums across the U.S, Barbara believes in the positive impact that employee engagement has on the customer experience as well as the bottom line. She has published several articles for industry publications on customer experience, employee engagement, and creating a culture of engagement.
Barbara holds a bachelor of arts degree in English from Bucknell University in Pennsylvania.