What if there was a better way to measure the financial impact of your customer’s experience? We are very excited to announce a new development in the CX measurement and strategy industry. […]
In the News
Idea: Understanding Friction in the Customer Experience
The customer experience impacts us all. When you enter a store the journey begins. Everything from how you find the items you are looking for to the actual purchasing process, every step makes an impression on how you evaluate a business. This reins true in the industrial manufacturing sector as well as the markets are […]
Blogs and Articles
5 pitfalls holding back companies’ CX investments
By Paula Courtney, CEO – The Verde Group Global pandemics, recessions and evolving generational cohorts aside, one thing that’s not likely to change for business leaders is their desire to refine their organizations’ customer experience (CX) strategies and tactics. Understanding and responding to customer needs and expectations remains key to improving business performance no matter […]
Newsletters
July 2022 Newsletter
Who's getting it right - and wrong - in Customer Experience
Customer Experience has been and continues to be a high strategic priority for businesses. 2022 will see an estimated $641 billion spent in #globalCX tech spending. […]
In the News
Hero: Paula Courtney – CEO & President at The Verde Group
Verde Founder and CEO, Paula Courtney joins EECO Ask’s Why, a podcast that dives into industrial manufacturing topics and spotlights the heroes that keep America running. Learn more about Paula in this in-depth Q&A. […]
Blogs and Articles
Who’s getting it right — and wrong — in CX?
By Paula Courtney, CEO – The Verde Group Companies have hailed customer experience (CX) as a strategic priority for years now and continue to spend massive amounts in the space. In fact, according to CX futurist Blake Morgan, global CX technology spending is expected to reach $641 billion in 2022, with 87% of business leaders […]
Newsletters
June 2022 Newsletter
IN THE NEWS: Canadian Tire Corporation Invests in CX Improvements
Brands like Canadian Tire understand that moments matter in driving customer behavior. But do brands grasp that friction is the greatest predictor of economic risk? […]
Blogs and Articles
The Promise and Power at the Intersection of AI and CX (Part 2)
By Paula Courtney, CEO – The Verde Group In Part 1 of our look at the intersection of artificial intelligence (AI) and customer experience (CX), we saw how AI has begun to shape businesses’ quest to understand customers and their needs. And we reviewed how AI can help companies listen more effectively to customers to […]
Blogs and Articles
The Promise and Power at the Intersection of AI and CX (Part 1)
By Paula Courtney, CEO – The Verde Group Artificial intelligence (AI) has been a fascination for many at least since HAL, the soft-spoken computer that begins killing astronauts aboard the Jupiter spacecraft in 2001: A Space Odyssey. Today’s AI hasn’t (yet) reached HAL’s level of sentience or psychopathy but, in the last five years, it’s […]
Blogs and Articles
Unique CX challenges for B2B organizations — and a few strategies to help solve them
Most CX practitioners realize that creating consistently great customer experiences is not easy. And knowing which of those experiences will lead to revenue and share growth is even harder. But while great CX is a challenge for all, it is a particularly knotty issue for B2B manufacturers, who labor under a number of unique customer […]