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In the world of customer experience (CX), some ideas are embraced so widely they start to feel like unshakable truths. These common myths can quietly shape organizational strategies—but too often, they’re built on outdated assumptions rather than current market dynamics. At The Verde Group, where we measure the risk and reality of customer experience across […]
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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 […]
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 […]
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 […]
Artificial Intelligence (AI) is transforming the way businesses measure and manage the customer experience. In a landscape where customer expectations are constantly evolving, AI is enabling companies to gain deeper insights, react faster, and deliver more personalized experiences. With AI, businesses can move beyond traditional methods of CX measurement, shifting from a periodic, reactive process […]
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 […]
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, […]
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 […]