The Verde Group is committed to investing in the discovery and sharing of new insights, helping you stay up to date on opportunities to improve your own CX performance.
Welcome to the February Verde Edition newsletter. This month, we are focusing our content on the subject of customer loyalty. After all, every business would love their customers to be loyal. Referring others to their brand, shifting market share, and perhaps most importantly, being patient when friction occurs in the customer experience. […]
Verde Group CEO Paula Courtney recently sat down with Neeta Bidwai from the Good Revenue podcast to discuss how she transforms friction into growth across Fortune 100 firms in manufacturing, aerospace, retail, financial services, telecom, and more. Their conversation reveals a fascinating deconstruction of how organizations unknowingly design their own failure points. While businesses obsess […]
Customer loyalty has been a cornerstone of business success for decades. However, as loyalty industry expert Rick Ferguson explained in a recent conversation, establishing true customer loyalty extends far beyond traditional rewards programs. Companies that excel in fostering loyalty focus on building and sustaining trust, commitment, and reciprocity—the principles that build lasting customer relationships. To […]
We start this year by focusing on the impact of AI on the customer experience industry. What lies ahead in 2025? Who will be the AI-CX winners? What persistent CX challenges exist that could be resolved by AI? And what risks are associated with AI efforts and how can organizations overcome these challenges? […]
As artificial intelligence (AI) continues to evolve, transforming the way businesses engage with and deliver value to customers, its integration into customer experience (CX) strategies and broader business operations has reached unprecedented levels. Whether organizations are cautiously testing the waters or diving in headfirst, AI’s potential to revolutionize industries is undeniable. Recently, experts from The […]
It is that time of year when we reflect on the past and think about the future—our goals, hopes, and dreams—both personal and professional. This month we focus on article and blog highlights from the past year and look forward to the future, especially the impact of AI on the customer experience industry. […]
Artificial Intelligence (AI) is transforming the way businesses measure and manage the customer experience. In a landscape where customer expectations are constantly evolving, AI is enabling companies to gain deeper insights, react faster, and deliver more personalized experiences. With AI, businesses can move beyond traditional methods of CX measurement, shifting from a periodic, reactive process […]
It is well documented that companies have poured significant resources into refining their customer experience, aiming to create a seamless journey from start to finish. Yet, despite these efforts, friction points—those subtle yet powerful obstacles that disrupt the customer’s path—continue to persist. […]
In last month’s blog post, The Verde Group outlined the findings from 15 years of data which suggests that the amount of friction in the customer experience has largely remained the same despite significant investments in people, process changes and technology. Companies strive to create a frictionless customer experience but in all honesty, friction is […]
This month, we focus on change and what we believe to be one of the largest opportunities in the CX industry. October is CX Month, a time where CX practitioners celebrate achievements and reflect on opportunities. […]