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.
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. […]
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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. […]
Over the past 15 years, The Verde Group has conducted hundreds of studies to identify friction points in customer journeys and their impact on business success. Truth told, friction in the complex world of customer experience (CX) is inevitable. However, are companies making progress in decreasing the amount of friction experienced by their customers? Unfortunately, […]
Our challenge to readers and executives everywhere: Insist that your voice-of-customer insight teams and providers demonstrate the clear linkage between CX insights and the financial benefit of investing in CX. […]
Note: This article was updated on September 8, 2024. The original publish date was January 11, 2022. Life, Forrest Gump famously said, is like a box of chocolates. CX, on the other hand, definitely isn’t anything like his view on life; as a customer, you should always know what you’re going to get. I was […]
When customers perceive that companies are not listening to their issues, it leads to significant erosion in brand trust. If customers feel their feedback is ignored or not acted upon, they may begin to question the value of providing input in the first place. At the Verde Group, we see this all the time. According to the Verde Pulse Database, roughly 50–70% of customers we surveyed indicated they do not let companies know when a problem occurred, […]