Best Practices for Effective Telecom ‘Large Deal’ Success
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead
Webinar Featuring: Leo Lanzillo, The Northridge Group Steve Stoute, DePaul University In this webinar, The Northridge Group’s Leo Lanzillo and DePaul University’s Steve
Higher Education Technology, Analytics & Omnichannel Enablement How DePaul University partnered with The Northridge Group to connect fragmented data sources, model the financial impact of
Healthcare: Home Care Industry Customer Experience and Service Delivery How targeted improvements to retention, technology, and operations strengthened customer experience and financial performance. The Challenge
Utilities Industry Customer Experience and Service Delivery A national utility distributor sought to strengthen its customer experience and service delivery model to improve operational performance
Home Security Industry – Private Equity Customer Experience and Service Delivery Northridge partnered with a private equity firm to assess and roadmap operational improvements across
Healthcare Industry Customer Experience & Service Delivery How a healthcare organization aligned service operations, performance management, and customer experience practices to improve outcomes and drive
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the