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.
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. […]
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? […]
It is that time of year when we reflect on the past and think about the future—our goals, hopes, and dreams—both personal and professional. This month we focus on article and blog highlights from the past year and look forward to the future, especially the impact of AI on the customer experience industry. […]
It is well documented that companies have poured significant resources into refining their customer experience, aiming to create a seamless journey from start to finish. Yet, despite these efforts, friction points—those subtle yet powerful obstacles that disrupt the customer’s path—continue to persist. […]
This month, we focus on change and what we believe to be one of the largest opportunities in the CX industry. October is CX Month, a time where CX practitioners celebrate achievements and reflect on opportunities. […]
Our challenge to readers and executives everywhere: Insist that your voice-of-customer insight teams and providers demonstrate the clear linkage between CX insights and the financial benefit of investing in CX. […]
When customers perceive that companies are not listening to their issues, it leads to significant erosion in brand trust. If customers feel their feedback is ignored or not acted upon, they may begin to question the value of providing input in the first place. At the Verde Group, we see this all the time. According to the Verde Pulse Database, roughly 50–70% of customers we surveyed indicated they do not let companies know when a problem occurred, […]
A recent Verde Group poll suggests that the lack of AI data sets to improve the performance of this technology solution is prohibiting organizations from using AI effectively. This is coupled with the inability to link the financial benefits of AI investments, leading to unnecessarily limiting the usage of AI to improve customer experience. […]
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. […]
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. […]