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.
Customer experience (CX) is a priority across industries—from financial services and manufacturing to healthcare and retail. But while many organizations are investing in CX, few are achieving the consistent, measurable outcomes they expect. According to a Medallia–Gartner study, two-thirds of marketing leaders currently compete mostly or completely on the basis of customer experience, and 81% […]
On this episode of the Industrial Talk podcast, Paula Courtney, CEO of The Verde Group, joins host Scott MacKenzie to discuss how businesses can uncover hidden friction points that negatively impact customer experience—and ultimately, revenue. Their conversation explores how eliminating strategic blind spots can lead to more informed decision-making and measurable business growth. Key Insights […]
The July Verde Group newsletter explores why many companies still struggle to deliver seamless omni-channel experiences, despite major digital investments. Drawing on new research and insights from Verde’s Revenue@Risk methodology, it highlights how identifying key friction points and understanding customer channel behavior can help reduce churn, improve satisfaction, and drive better business outcomes. […]
In a world where customer expectations are shaped by immediacy, personalization, and seamless experiences, many businesses continue to operate with outdated or misaligned strategies that fail to deliver what truly matters. Nowhere is this disconnection more evident than in the common misunderstanding between multi-channel and omni-channel experiences—a difference that is proving increasingly costly in industries […]
The June 2025 Verde Edition explores the “insight-action gap”—why many companies collect customer insights but fail to act on them. This issue highlights key stats and practical steps to turn feedback into meaningful business results. […]
Verde Group CEO Paula Courtney recently sat down with Mark Slatin from The Delighted Customers Podcast to discuss how to measure the true cost of negative customer experiences. What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? The new episode dives into why […]
We’ve all been there—a team offsite, a full-day planning session, or a visioning exercise, trying to define how we move the company forward. Customer-led data has delivered valuable insights to shape the plan. The energy is high, senior leadership is engaged, and teams are genuinely excited about what’s next. But then tomorrow comes. Duty calls, […]
The May 2025 edition of The Verde Group’s newsletter challenges outdated customer experience (CX) myths that hinder growth, urging a shift toward data-driven strategies that link CX directly to revenue. Highlights include a blog on the hidden costs of old assumptions, key CX stats in the “Fast Five,” and insights from EVP Dennis Armbruster on why many loyalty programs miss the mark. It’s a call for CX leaders to rethink and realign their efforts for measurable business impact. […]
In the world of customer experience (CX), some ideas are embraced so widely they start to feel like unshakable truths. These common myths can quietly shape organizational strategies—but too often, they’re built on outdated assumptions rather than current market dynamics. At The Verde Group, where we measure the risk and reality of customer experience across […]
In the latest episode of Loyalty Wired’s Newscast about the “Great Retail Acceleration,” Dennis Armbruster of the Verde Group shares his insights on how to measure the success of investment in retail tech. Listen here: Loyalty Wired · Newscast 21 – The Great Retail Acceleration Loyalty Wired features interviews with some of the smartest minds […]