Insights Blogs and Articles

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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

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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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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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 […]

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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 […]

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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 […]

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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 […]

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