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.
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. […]
In the competitive landscape of today’s business world, customer experience (CX) has emerged as a key differentiator. Customers now expect seamless interactions across all touchpoints with a brand, from the first ad, promotion, or social post they see to purchase journey and post-purchase support they receive. CX insight teams wade through mountains of data, presenting […]
Customers increasingly value their experience with a company as much as, if not more than, the actual product or service they receive. This shift highlights the importance of seamless, enjoyable interactions at every touchpoint, from initial inquiry and product or service purchase to post-purchase support. Companies that fail to prioritize customer experience may find their overall value proposition undermined, regardless of the quality of their offerings. […]
In today's dynamic business landscape, most companies are exploring the advantages and risks associated with the power of AI. The Verde Group is no different. As a leading customer experience research and consulting company, we are embracing the transformative power of artificial intelligence to rethink how we deliver unparalleled insights and value to our clients. Here’s our perspective on the pros and cons of investing in AI and a few examples to consider as you explore improving your CX using the power of this emerging technology. […]
The Verde Group originally posted this blog in November 2018. Now 6 years later, does Amazon continue to make us lazy shoppers? The answer is undoubtedly, yes. It is well known that the COVID-19 pandemic changed shopping habits, dramatically increasing online shopping of all consumer goods. However, online shopping trends didn’t change after the pandemic. […]
There is a great debate going on across global boardrooms. Will investing in improving the customer experience truly yield improved business outcomes? Intuitively, one would think the answer is clear: A better experience should drive an increase in revenues and profits. However, what part of the experience should companies focus on? What specific interactions should be triaged and improved? If investments have been made using existing insights, has the company realized improved financial outcomes? If no, why not? […]
Organizations that use legacy CX research methods that do not clearly correlate to changes in customer behaviors will continue to realize sub-optimal business outcomes. The Verde Group has a more effective approach that correlate CX experiences with financial impact and ultimately gain. […]
The Great CX Challenge: Financially Linking the Impact of Customer Experience Insights. Despite mountains of customer experience data, companies struggle to interpret that data in ways that impact their bottomline. The Verde Group has a solution. Unlock Your Download Now […]
It's time to shift your CX focus from solely measuring attitudes to understanding the specific and addressable experiences that create the attitudes in the first place. […]
This weeks’s CXChronicles, Podcast #218, welcomed Verde Group’s Executive Vice President, Dennis Armbruster. The Verde Group is a customer experience consultancy, creating value by employing a proprietary research methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones. […]