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October 2024 | VOL. 27

"Progress is impossible without change and those who

cannot change their minds cannot change anything."

-George Bernard Shaw


Welcome to the October Verde Edition newsletter. This month, we focus on change and what we believe to be one of the largest opportunities in the CX industry. October is CX Month, a time where CX practitioners celebrate achievements and reflect on opportunities. At the Verde Group, we have done the same: We are sharing our findings over the past 15 years on the progress, or lack thereof, of companies in their attempts to remove friction from the customer experience. We also highlight CX success stories and feature our Founder and CEO Paula Courtney, who shares a potential new way forward. One that requires change but can result in transformative benefits for organizations. Here's to CX Month and to our readers who strive to better their companies through continued CX excellence!

A Look Back...And A Look To The Future


Customer experience (CX) has come a long way over the past 15 years, yet friction remains a persistent problem in the journey. Despite advancements in technology and growing investments in CX initiatives, the percentage of customers encountering issues with brands has barely budged. Why is progress so hard to come by? In our latest blog, we explore why companies continue to struggle with CX friction and how evolving customer expectations, reliance on technology, and misguided priorities may be to blame. Ready to discover how leading brands are breaking through these barriers? Click to read more!

Why Innovation Hasn't Solved Customer Friction 

September Poll Results

“CX is held back by misaligned executives who understand the disciplines

through the lens of their responsibilities.”

Former Business Week CIO Isaac Sacolick


In September, we asked, "Do you agree with the statement above?"

Last month, we asked readers to weigh in on former Business Week CIO Isaac Sacolick's perspective on what may be holding companies back from improving the impact of CX investments. Below you will find that readers were split nearly 50/50 with slightly over half agreeing with the point that misaligned leadership goals is holding their companies back from achieving CX progress. At the Verde Group, we find this point to be critical in achieving long-term success and maximizing the impact of CX resources.

In all honesty, executives have strong opinions and beliefs as to what the best course of action should be for their respective enterprises. But one thing is true: Facts, especially those grounded in the financials of the business, can go a long way in driving alignment. This is where we believe the Verde Group stands out from other CX insight firms. To learn more about how we connect CX insights to financial performance, visit the Verde Group website.


We are here to help. To learn more about how we can help take your CX insight program to the next level, CLICK HERE.

READY TO TALK? Book an intro session with Dennis Armbruster, Verde Group Executive VP, to discover how you can enhance the impact of your CX program. We want to help you find methods to anchor your customer insights firmly within your business framework, driving stronger ROI and increasing executive buy-in. We want to learn more about your current challenges.

CX INSIGHTS CHAT - SCHEDULE NOW

October 2024 Poll

In the spirit of this month's focus on change, we are asking our readers to weigh in on the following:

How would you rate your company's willingness to adopt changes in business practices?

How would you rate your company's willingness to adopt changes in business practices?
1 - Definitely not open to change
2 - Change occurs very infrequently
3 - We are open to change
4 - Change is a core part of our culture

Introducing "FAST FIVE"

Get Ready For Fast Five...


Our brand-new newsletter section! In each edition, we’ll bring you a quick hit of the latest and greatest in customer experience—whether it’s 5 big CX headlines, 5 inspiring success stories, or 5 must-know data facts.


It’s your fast track to staying informed and inspired, all in a bite-sized format. Don’t miss out on the best CX insights, delivered straight to your inbox!


This month, we present our 5 must-know data facts:

  1. 80% of organizations expect to compete mainly based on CX. (Gartner)
  2. 73% of customers now say CX is the number one thing they consider when deciding whether to purchase from a company. (PwC)
  3. 49% of customers who left a brand to which they’d been loyal in the past 12 months say it’s due to poor CX. (Emplifi)
  4. Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly. (Forrester)
  5. 72% of leaders believe that merging teams and responsibilities around the customer experience will increase operational efficiencies. (Zendesk CX Trends Report 2023)

Paula Courtney Joins Forbes Councils

We are excited to announce that The Verde Group's Founder and CEO, Paula Courtney, has joined the Forbes Council of experts, an exclusive, invitation-only network for business owners and senior executives.


These professional communities are industry-specific, providing members with valuable opportunities to build relationships, exchange knowledge, and drive business growth. Paula’s inclusion in this prestigious council underscores her leadership and expertise in customer experience and business strategy. Please join us in congratulating Paula on this great opportunity.

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ASK US ANYTHING

October 2024's Question:


Question: I've had a chance to listen to a couple of Paula's podcast interviews. I've always found them of interest. Can you direct me to other interviews the Verde Group has conducted?


Answer: Yes we can! And thank you for your question. You can find all of our podcast interviews HERE.

And for more video content (coming soon!), follow our YouTube channel.

We're on YouTube!

Check out our new YouTube channel here:

The Great CX Challenge - A Verde Group White Paper

In conversations with leading CX practitioners, we hear over and over again that they’re frustrated despite mountains of data being generated. They’re searching for ways to increase the meaning and importance of their work, and to make a difference in the outcomes of their business enterprise.


We have a solution. Explore the data that suggests we need to be paying more attention to CX friction over satisfaction in our new white paper: The Great CX Challenge: Financially Linking the Impact of Customer Experience Insights

DOWNLOAD WHITE PAPER

Send us your questions and stay tuned for the November 2024 newsletter to see your questions answered by one of our CX specialists.


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