Insights

Providing Innovative Insights to CX Professionals

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.

Blogs and Articles

A New CX World for Utilities

By: Paula Courtney, CEO & Jon Skinner, EVP – The Verde Group Of all the business categories that Verde serves, the Utilities sector is probably the least developed when it comes to customer experience.  Which makes sense, since Utilities – which for most of their history have operated as monopolies with highly regulated prices and […]

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Blogs and Articles

When breaking the rules can save a customer (literally)

By Paula Courtney, CEO – The Verde Group Earlier this year, I booked my first post-COVID trip to Europe — three weeks in Italy with my family and long-delayed reunions with friends from Europe. It was my longest trip in 30 years and I couldn’t have been more excited. Then, two weeks before I was […]

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Blogs and Articles

5 pitfalls holding back companies’ CX investments

By Paula Courtney, CEO – The Verde Group Global pandemics, recessions and evolving generational cohorts aside, one thing that’s not likely to change for business leaders is their desire to refine their organizations’ customer experience (CX) strategies and tactics. Understanding and responding to customer needs and expectations remains key to improving business performance no matter […]

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Blogs and Articles

Who’s getting it right — and wrong — in CX?

By Paula Courtney, CEO – The Verde Group Companies have hailed customer experience (CX) as a strategic priority for years now and continue to spend massive amounts in the space. In fact, according to CX futurist Blake Morgan, global CX technology spending is expected to reach $641 billion in 2022, with 87% of business leaders […]

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Blogs and Articles

The Promise and Power at the Intersection of AI and CX (Part 2)

By Paula Courtney, CEO – The Verde Group In Part 1 of our look at the intersection of artificial intelligence (AI) and customer experience (CX), we saw how AI has begun to shape businesses’ quest to understand customers and their needs. And we reviewed how AI can help companies listen more effectively to customers to […]

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Blogs and Articles

The Promise and Power at the Intersection of AI and CX (Part 1)

By Paula Courtney, CEO – The Verde Group Artificial intelligence (AI) has been a fascination for many at least since HAL, the soft-spoken computer that begins killing astronauts aboard the Jupiter spacecraft in 2001: A Space Odyssey. Today’s AI hasn’t (yet) reached HAL’s level of sentience or psychopathy but, in the last five years, it’s […]

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Blogs and Articles

CX Measurement and Reporting Platforms: Unleashing the potential

By Paula Courtney, CEO – The Verde Group It’s now well understood that a company’s long-term success greatly depends on measuring and understanding all dimensions of the customer experience (CX) — deliver experiences that set your organization apart and solve the most damaging customer problems and, by doing so, you’ll boost consumer spending and loyalty. […]

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Blogs and Articles

International Women’s Day: Confidence is always key

By Paula Courtney, CEO – The Verde Group As a female entrepreneur who’s run her own business for more than twenty years, I’m often asked by young women — and men too — what I believe has been my #1 secret to success is. They’re often surprised by my answer. Back in 1989, I remember […]

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Blogs and Articles

CX Is Not Like Box Of Chocolates: Why Surprise Can Be The Enemy Of Delight

By Paula Courtney, CEO – The Verde Group 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 recently at a small chocolate boutique retailer purchasing truffles […]

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