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114: Nancy Porte: I felt it in my bones

//114: Nancy Porte: I felt it in my bones

114: Nancy Porte: I felt it in my bones

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Nancy Porte Show Notes

Nancy Porte was in customer service and knew that many of the problems they were reacting to should have never happened in the first place. So she decided to take on new job responsibilities with no additional pay increase to prove her point. The light bulbs came on above executive’s heads when she revealed her findings and it’s something she can never forget.

Nancy was born in a small town in South Dakota and lived her early life on a wheat farm.  Early in life her parents decided to move the family of 8 from the farm to the city.  In the process they lived in a number of places and eventually settled in Spokane, Washington.

Because she was from such a large family, a 4-year college education was out of reach. But through a combination of determination, some planning and a bit of luck, she earned her degree and started a career that would have some unpredictable twists and turns!

Starting as a health care practitioner, she currently holds a customer experience leadership position in a Top 100 global software company!  In between the two jobs there have been some amazing adventures – and each unique job helped prepare her for the job of her dreams – making experiences better for customers!

Nancy is the Vice President of Global Customer Experience for Verint. She focuses on bringing the voice of the customer into the organization and developing strategies to increase customer satisfaction, loyalty and retention. She has experience in developing differentiated customer experience through cross-functional collaboration and employee engagement programs. She is a Certified Customer Experience Professional (CCXP) and, as a customer experience thought leader, is a primary contributor to the Verint blog and a regular speaker at industry conferences.

She is proud of her work in customer experience. The profession is new but, somehow, she has always known it was what she was meant to do.  She has great passion about the potential for this career and hope that the work that she is doing is laying the groundwork and helping build a profession will be available to others in coming years and decades.

Nancy lives in northern Virginia with her husband, Phil. Her two children have graduated from college and are launching successful careers.

Tweetable Quotes and Mentions

Listen to @nporte to get over the hump on the @FastLeaderShow Click to Tweet

“Everyday employees walk in the door wanting to do the very best job possible.” -Nancy Porte Click to Tweet

“Are we rewarding employees for the work that they’re doing with customers?” -Nancy Porte Click to Tweet 

“Employee engagement is absolutely key to customer experience.” -Nancy Porte Click to Tweet 

“A lot of the time it’s the way you’re solving the problem.” -Nancy Porte Click to Tweet 

“Taking risks, having failures here and there, it’s not always a bad thing.” -Nancy Porte Click to Tweet 

“If this shortens my life I want to live every minute and I should be happy.” -Nancy Porte Click to Tweet 

“We do have limited time and we have to make the most of it.” -Nancy Porte Click to Tweet 

“Don’t be afraid to work really hard for something you know is right.” -Nancy Porte Click to Tweet 

“The customer viewpoint is important to us doing well as a business.” -Nancy Porte Click to Tweet 

“Passion for the customer is contagious.” -Nancy Porte Click to Tweet 

“One of my goals is to focus on my goals.” -Nancy Porte Click to Tweet 

“Hire the person with the people skills and train for technical skills.” -Nancy Porte Click to Tweet 

“Perfection is boring. Take a few risks.” -Nancy Porte Click to Tweet 

“Don’t try to be the best at everything – have a little more fun.” -Nancy Porte Click to Tweet 

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Hump to Get Over

Nancy Porte was in customer service and knew that many of the problems they were reacting to should have never happened in the first place. So she decided to take on new job responsibilities with no additional pay increase to prove her point. And the look on the executive’s faces when she revealed here findings is something she can never forget.

Advice for others

Perfection is boring, take a few risks, don’t try to be the best at everything, have a little more fun.

Holding her back from being an even better leader

Focus and prioritization.

Best Leadership Advice Received

If you have two people that you’re deciding between to hire, hire the person with the people skills and train the technical skills.

Secret to Success

I always expect the best of people.

Best tools that helps in Business or Life

I have an operational background.

Recommended Reading

The Gene: An Intimate History

Contacting Nancy

email:  nancy.porte [at] verint.com

LinkedIn: https://www.linkedin.com/in/nancy-porte-ccxp-873a26/

Twitter: https://twitter.com/nporte

Resources and Show Mentions

54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.


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By | 2017-03-29T00:46:06+00:00 March 29th, 2017|Podcasts|0 Comments

About the Author:

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Your Fast Leader Show host is Jim Rembach. Jim is a panel expert with the Customer Experience Professionals Association (CXPA) and spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, Certified Better Place to Work Expert, and frequently quoted industry expert.