Nancy Porte, Author at CX University

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 Nancy Porte| 2017-06-28T03:57:30+00:00 October 11th, 2016|Categories: Metrics and ROI, Organizational Adoption of CX|Tags: advocate, business case, metrics, strategy|

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 Nancy Porte| 2017-06-02T09:29:20+00:00 September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: customer, data, emotions, plateau, satisfaction, story|

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 [...]

I think it’s really good and one of the better online learning courses I’ve seen.

Scott Burns, Senior Director, Reliant

I received the knowledge in the six core competencies needed to pass the CCXP exam.

Jeff Hursey, Cisco Systems, USA

I can immediately apply the skills I learned leading me to make real changes for my company.

Cynthia Tang, Sunway Pyramid, Malaysia

I just wanted to let you know what a pleasure it was to hear you today. Your presentation was inspiring and clear, with good examples I will certainly not forget.

Luciana Panza, Gerente Operaciones y Procesos eCommerce Frávega, Buenos Aires, Argentina

The CXU Team has done an amazing service by putting together a robust and highly challenging question database that prepared me well for the CCXP exam. The CXU CCXP mock tests really do give one a genuine flavor of the nuances and fine shades of meanings of words that one sees in the CCXP test itself. The team is also highly receptive on customer feedback and take action on it with a closed-loop feedback mechanism thus exhibiting customer centric practices themselves!

Ghulam Ali, Epic Consulting, Dubai

About Nancy Porte

How to Create an Effective Business Case for CX

What to do When You Hit a Customer Satisfaction Plateau

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