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
International Women’s Day: Confidence is always key
By Paula Courtney, CEO – The Verde Group As a female entrepreneur who’s run her own business for more than twenty years, I’m often asked by young women — and men too — what I believe has been my #1 secret to success is. They’re often surprised by my answer. Back in 1989, I remember […]
Blogs and Articles
CX Is Not Like Box Of Chocolates: Why Surprise Can Be The Enemy Of Delight
By Paula Courtney, CEO – The Verde Group 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 recently at a small chocolate boutique retailer purchasing truffles […]
Blogs and Articles
Logistics and Shipping: Setting Expectations and Building Customer Loyalty
By Paula Courtney, CEO – The Verde Group Logistics and shipping weren’t something that most end customers used to think about much — unless something went wrong. It was a lot easier back then when expectations simply centered around getting a purchase via FedEx or UPS once in a while in one piece and within […]
In the News
Flip The Switch With Guest Paula Courtney
The Verde Group CEO, Paula Courtney recently joined host David Millay on Flip the Switch, a leading podcast that discusses customer and employee experience in sports and entertainment. Watch now as Paula and David discuss the five key elements that determine whether or not a customer buys from you again, the only currency in business […]