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.
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, […]
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. […]
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 […]
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, […]
Organizations are constantly seeking ways to improve operational efficiency and reduce costs. This is particularly the case in manufacturing where many companies are finally rebounding from supply chain issues as a result of the global pandemic. In the search for solutions, leadership has relied upon insights generated from operational data, field input and the voice […]
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. […]
In the competitive landscape of today’s business world, customer experience (CX) has emerged as a key differentiator. Customers now expect seamless interactions across all touchpoints with a brand, from the first ad, promotion, or social post they see to purchase journey and post-purchase support they receive. CX insight teams wade through mountains of data, presenting […]
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. […]