Nancy Porte

|Nancy Porte

About Nancy Porte

Nancy Porte is the Vice President of Global Customer Experience for Verint. She focuses on bringing the voice of the customer into the organization and develops strategies to increase customer satisfaction, loyalty and retention. She has experience in developing differentiated customer experience through cross-functional collaboration and employee engagement programs. With a background in operations management, Nancy has implemented successful client services, support and retention strategies at several DC-area companies including Monster Government Solutions, Approva and CareerBuilder. She is a Certified Customer Experience Professional (CCXP), teaches Voice of the Customer topics at the graduate level for Loyalty University and, as a customer experience thought leader, is a primary contributor to the Verint blog and a regular speaker at industry conferences.

How to Create an Effective Business Case for CX

By | 2017-06-28T03:57:30+00:00 October 11th, 2016|Categories: Metrics and ROI, Organizational Adoption of CX|Tags: , , , |

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are that [...]

What to do When You Hit a Customer Satisfaction Plateau

By | 2017-06-02T09:29:20+00:00 September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see [...]