A passionate change agent and entrepreneur, she believes that organizations remain competitive and profitable when they are brilliant at the basics of service delivery. As CEO of The Verde Group, a research consultancy specializing in helping companies improve customer retention, Paula leads the development of new research methods for helping companies link customer and employee experiences to financial outcomes. Paula is also a member of the Board of Directors of Covenant House, which empowers young people and helps them overcome adversity in 31 cities and six countries.
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