Access the Report:
The State of Operations & CX in 2025 and Beyond
With workforce disruptions, financial constraints, and artificial intelligence reshaping industries, 2025 has tested how ready companies really are for transformation. A historic wave of retirements is adding even more pressure—amplifying the challenge of retaining expertise while evolving systems, roles, and responsibilities.
We surveyed 200 C-suite executives across the United States to understand how they’re navigating today’s challenges—and what strategies they’re using to not just weather the disruption, but actively transform their people, processes, and technologies. Ultimately, we wanted to learn how they plan to stay relevant, grow market share, and remain competitive in a rapidly evolving landscape.
What you’ll get from this report:
- Gain a strong understanding of how and where companies are implementing AI.
- See what challenges companies are experiencing with AI adoption – and see how you could avoid similar pitfalls.
- Understand how AI is restructuring organizations and job roles – and how they are managing this change.
- Understand how businesses are implementing ‘reskilling’ and ‘upskilling’ within their organization and the issues they are facing.
- See how and why many companies are retooling their onboarding and new hire training programs to stay competitive.
- Get a first-hand look at the threat of the “Peak 65” wave that is hitting now and into 2027.
This report is designed to help you gain a greater understanding of what your peers and your competition are tackling in today's landscape....and where they are seeing success and struggles.
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With more than 25 years of experience in business and contact center operations, we take our client’s successes and apply to the next, customizing it every time. We believe this creates a continuum of key performance indicators that define good business practices.
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Why hire a consultant? At The Northridge Group, 91% of our clients trust us enough to work with us again, and 96% would recommend us to a colleague. Why? Because we’re different. With over 20 years of proven methodologies, we deliver real results.
We’re a boutique firm – agile and personal. That means we communicate deeper, respond faster, and partner with you through every phase.
We don’t claim to know your business better than you. Instead, we leverage your expertise with our proven strategies to create a custom, effective approach.
We’re not here to replace – we’re here to empower.”