Business Leaders’ CX Perspective [Infographic]
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
LinkedIn Live BY: Pam Plyler, Matt Dixon, and Ted McKenna The Northridge Group’s Pam Plyler and Tethr’s Matt Dixon and Ted McKenna share valuable research
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience report found that
Nonprofit Industry Operational Efficiency How a nonprofit coalition partnered with Northridge to assess contact center operations, define scalable staffing and process models, and develop a
Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is
Healthcare Industry Technology, Analytics, & Omnichannel Enablement Modernizing authentication and routing to reduce cost and improve member experience. The Challenge A major healthcare organization sought
The COVID-19 pandemic has intensified the need for companies to make customer experience as effortless as possible. Northridge’s annual State of Customer Service Experience 2020-2021 report
Healthcare Industry Operational Efficiency |Customer Experience & Service Delivery Operational performance improvement driven by structured knowledge strategy, smarter self-service, and associate enablement. The Challenge A
Healthcare Industry Customer Experience & Service Delivery | Technology, Analytics & Omnichannel Enablement How a large healthcare organization partnered with Northridge to prepare for new
Financial Services Industry Customer Experience & Service Delivery How one of the nation’s largest credit unions partnered with Northridge to assess current-state staffing, evaluate growth
The advent of new technologies creates a recurring challenge for business leaders to maintain an understanding of the best method of maximizing value capture in