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

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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Blogs and Articles

A New CX World for Utilities

By: Paula Courtney, CEO & Jon Skinner, EVP – The Verde Group Of all the business categories that Verde serves, the Utilities sector is probably the least developed when it comes to customer experience.  Which makes sense, since Utilities – which for most of their history have operated as monopolies with highly regulated prices and […]

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Blogs and Articles

When breaking the rules can save a customer (literally)

By Paula Courtney, CEO – The Verde Group Earlier this year, I booked my first post-COVID trip to Europe — three weeks in Italy with my family and long-delayed reunions with friends from Europe. It was my longest trip in 30 years and I couldn’t have been more excited. Then, two weeks before I was […]

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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 […]

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Insights

Discover our latest insights and ideas and see how we can help your business grow bolstered by superior customer experiences.

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