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.
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. […]
In today's dynamic business landscape, most companies are exploring the advantages and risks associated with the power of AI. The Verde Group is no different. As a leading customer experience research and consulting company, we are embracing the transformative power of artificial intelligence to rethink how we deliver unparalleled insights and value to our clients. Here’s our perspective on the pros and cons of investing in AI and a few examples to consider as you explore improving your CX using the power of this emerging technology. […]
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? […]
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. […]
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. […]
Beyond the festivities and decorations, businesses have a unique opportunity to make a lasting impression on their customers through exceptional holiday customer experiences. […]
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? […]