AI Won’t Replace You—But People Using AI Will
By Jessica Hoffman, Senior Project Lead, Customer Experience & Contact Centers Artificial intelligence (AI) is no longer a futuristic concept—it’s a present-day reality reshaping industries,
In-depth research and analysis to help leaders navigate change and drive informed, measurable decisions. Intro Revised. NRG Reports & Research brings together data-driven analysis, industry studies, and executive insight drawn from our work with complex organizations. Our reports help leaders understand emerging trends, assess performance, and make confident decisions grounded in evidence, not assumptions.
By Jessica Hoffman, Senior Project Lead, Customer Experience & Contact Centers Artificial intelligence (AI) is no longer a futuristic concept—it’s a present-day reality reshaping industries,
Across industries, companies are increasingly recognizing the negative impact of ineffective or inconsistent new employee onboarding programs. From Fortune 500 corporations to fast-scaling startups, organizations report that insufficient onboarding leads to a host of long-term business problems, including higher turnover, delayed productivity, lower employee engagement, and weakened organizational culture.
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience.
The Situation In the fall of 2023, a national non-profit organization contacted The Northridge Group. Faced with the decision to either grow and remain independent
Throughout history, humans have relied on physical characteristics for identification.Fingerprints, for instance, were utilized in ancient Babylon for business transactions.Today, biometrics encompasses a broader range of
“For organizations that are aware of these challenges, consultants can serve as a validating partner, providing objective confirmation of what internal leaders suspect and giving
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For
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