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.
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 […]
This month, we explore how organizations can overcome internal barriers—like siloed departments and misaligned priorities—to better align customer experience initiatives with broader business goals. We also continues the discussion on loyalty programs, highlighting both success factors and the risks of the Boomerang Effect. […]
Organizations are increasingly focusing on customer experience (CX) as a key driver of loyalty, retention, and growth. However, many businesses are encountering significant barriers that prevent them from delivering seamless, integrated experiences for their customers. One of the biggest challenges? Operating in silos. Siloed departments—where teams operate in isolation—can significantly undermine an organization’s ability to […]
Most businesses carry an inherent bias: an obsession with success. As a result, board books, management meetings, balanced scorecards, and performance reviews are filled with what I call success metrics. These are the numbers that suggest “more” or “higher” is always better—higher sales, higher margins, higher customer satisfaction scores, higher NPS, higher employee and customer […]
March is Women’s History Month, and it is a time to recognize and celebrate the invaluable contributions women have made across industries, including the customer experience (CX) sector. Women have played a pivotal role in shaping the way businesses interact with their customers, leading efforts to create more inclusive, empathetic, and customer-centric strategies. […]
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 […]