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

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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Blogs and Articles

Logistics and Shipping: Setting Expectations and Building Customer Loyalty

By Paula Courtney, CEO – The Verde Group Logistics and shipping weren’t something that most end customers used to think about much — unless something went wrong. It was a lot easier back then when expectations simply centered around getting a purchase via FedEx or UPS once in a while in one piece and within […]

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In the News

Flip The Switch With Guest Paula Courtney

The Verde Group CEO, Paula Courtney recently joined host David Millay on Flip the Switch, a leading podcast that discusses customer and employee experience in sports and entertainment. Watch now as Paula and David discuss the five key elements that determine whether or not a customer buys from you again, the only currency in business […]

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Blogs and Articles

Consumers Aren’t Feeling The Love – Here’s How To Change That

By Paula Courtney CEO, The Verde Group. In my last blog post, I talked about evolving customer expectations and I mentioned a possible canary in the coalmine retailers would be wise to pay attention to right now: the dissatisfaction and frustrations many customers have with problem resolution and support and its potential impact on loyalty […]

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