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? […]

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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. […]

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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. […]

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Beyond the festivities and decorations, businesses have a unique opportunity to make a lasting impression on their customers through exceptional holiday customer experiences. […]

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In Verde Group's November 2023 newsletter, we explore why we believe the mainstream CX industry is broken. Companies are investing in CX solutions, but are they really working? […]

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In Verde Group's October 2023 newsletter, we dive into our unique approach that has led companies to focus on the issues that matter to customer behavior and ultimately the financial performance of the business. […]

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In the Verde Group's September newsletter, we explore real-world examples of how negative interactions lead to market erosion and a loss of trust. […]

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In the Verde Group's August newsletter, we discuss those moments that damage your brand and how to resolve them, and we talk about the Bare Minimum Mondays phenomenon. […]

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In the Verde Group's July newsletter, we review the challenges that many organizations face in injecting the voice of the customer and specifically the role that customer experience can play in driving improved financial performance. […]

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Welcome to this month’s Verde Edition where we recap recent activities impacting the customer experience landscape, share our thoughts on best practices, and help you, our readers, address some of the most pressing challenges facing CX practitioners around the world. […]

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