Technology Customer Experience & Service Delivery How a Fortune 100 communications/technology provider partnered with Northridge to uncover distinct journey pain points across customer segments and
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the
Healthcare Operational Efficiency, Customer Experience & Service Delivery Building a Scalable Workforce and Real Estate Strategy to Support Rapid Growth The Challenge A leading health
Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger
Government Operational Efficiency, Service Delivery & Customer Experience Designing a digital customer portal and process model to modernize government service delivery The Challenge A federal
Telecom Quality & Compliance, Employee Engagement & Development Designing a behavior-based quality program to strengthen agent performance and improve customer experience outcomes in a large
Manufacturing Operational Efficiency, Business Transformation Assessing processes, staffing, and technology to streamline operations and support rapid enterprise growth The Challenge A large manufacturing organization experienced
Healthcare Industry Customer Experience & Service Delivery Transforming customer service operations to improve service consistency while reducing operational cost. The Challenge A leading healthcare organization
Energy & Utilities Industry Customer Experience & Service Delivery, Quality & Compliance Preparing operational teams and processes to successfully adopt new contact center technology and
Energy & Utilities Industry Operational Efficiency Developing a workforce management optimization roadmap to improve forecasting accuracy, service consistency, and operational performance. The Challenge A large