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 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, […]
Organizations are constantly seeking ways to improve operational efficiency and reduce costs. This is particularly the case in manufacturing where many companies are finally rebounding from supply chain issues as a result of the global pandemic. In the search for solutions, leadership has relied upon insights generated from operational data, field input and the voice […]
A recent Verde Group poll suggests that the lack of AI data sets to improve the performance of this technology solution is prohibiting organizations from using AI effectively. This is coupled with the inability to link the financial benefits of AI investments, leading to unnecessarily limiting the usage of AI to improve customer experience. […]
AI is truly the new battleground in the customer experience ecosystem. Many organizations have fully adopted AI solutions to remove friction (which Verde Group fully supports) in the customer experience to reduce the cost to serve and improve business outcomes. But customers remain skeptical, especially older customers, where a profound generation gap exists. […]