Insights

Providing Innovative Insights to CX Professionals

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.



Blogs and Articles

2023 Customer Experience Predictions from The Verde Group

The customer experience (CX) trends we were seeing in late 2022 (see 2022 Customer Experience Reflections post) will continue well beyond 2023. The Verde Group has a fresh predictions on what’s in store for CX practitioners this year. With 2023 well underway, we encourage businesses to adapt and think efficiently. New ways of buying, working […]

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Blogs and Articles

2022 Customer Experience Reflections from The Verde Group

Understanding the Customer Experience (CX) is the key to building a profitable and reputable company. The Verde Group’s bread and butter is pinpointing the friction in your business’ customer experience, AKA, we are in the business of protecting your revenue from risk. Our CX experts weighed-in on 2022 and how recovering from COVID impacted the […]

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Blogs and Articles

The sorry state of customer service post-COVID — and what to do about it

“Customer communication channel preference are evolving dramatically, especially post-COVID, and customers expect more personalized support than before.” ……………………………………………………………………………………………………………………………………………… By Lori Childers, Vice President – The Verde Group The COVID-19 pandemic may be over and, in most places, life feels normal again. Family gatherings have returned. People are shopping in stores, eating in restaurants, going to […]

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Blogs and Articles

NPS: The Danger of its Singularity

This blog builds on our recent piece identifying challenges with legacy CX beacon metrics. ………………………………………………………………………………………………………………………………………………………………………… By Paula Courtney, CEO – The Verde Group After Fred Reichheld published The One Number You Need to Grow in the Harvard Business Review, many customer experience professionals thought they had to ask only a single question: “How likely is it that […]

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Newsletters

December 2022 Newsletter
Looking Back as We Move Forward

In 2023, we will continue to share examples of CX success stories, thought-provoking content and as The Verde Group likes to do, challenge the status quo. But most importantly, it is our goal to provide you with the tools and information to realize the full potential of your CX efforts. […]

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Blogs and Articles

Why “I Love You” metrics won’t solve your CX challenges

“… CX Index metric correlates to changes in year-over-year financial performance and that it can serve as a leading indicator of future economic performance.” ………………………………………………………………………………………………………………………………………………………………………… By Dennis Armbruster, Executive Vice President – The Verde Group As customers return to brick-and-mortar stores, retailers face headwinds like never before — margins are tighter, finding staff remains challenging, […]

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Blogs and Articles

Better EX may be the key to delivering great CX

“…engaged and empowered employees are critical to the customer experience.” ………………………………………………………………………………………………………………………………………………………………………… By Candice Troupe, Senior Vice President – The Verde Group Negative experiences – or friction — are the best predictor of whether or not a customer remains loyal to a business. That’s a fundamental conclusion The Verde Group has drawn from our learnings as […]

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Blogs and Articles

Over a decade of customer trust gone in a flash – A personal story

“…much work goes into building trust and loyalty with customers and how easy it is to lose it in a single negative experience.” ………………………………………………………………………………………………………………………………………………………………………… By Paula Courtney, CEO – The Verde Group At Verde Group, my team and I have spent years researching customer experience and counselling businesses on how best to deal with their […]

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Insights

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