Cost Transformation — From Reduction to Reinvention — State of CX, 2025
Cost Reduction Alone Is No Longer the Goal — Value Creation Is Business leaders are shifting how they think about cost. What was once focused
In-depth research and analysis that help leaders navigate change and make informed decisions. NRG Reports & Research brings together data-driven insights, industry studies, and executive analysis grounded in real-world experience.
Cost Reduction Alone Is No Longer the Goal — Value Creation Is Business leaders are shifting how they think about cost. What was once focused
What Business Leaders Are Prioritizing Heading Into 2026 2025 proved to be a pivotal year for business transformation. As AI adoption accelerated and a historic
How Customer Expectations Are Reshaping Issue Resolution When it comes to issue resolution, customers still value the human touch. While digital channels are growing, live
How Expanding Channels Created New Friction for Customers As service channels expanded, customer expectations grew—but ease and consistency did not keep pace. This created friction
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience.
Where Customer Experience Breaks Down — And What It Takes to Close the Effort Gap Despite the growing number of service channels available, customers continue
Customers Speak Clearly — But Businesses Are Not Listening The voice of the customer is unmistakable. Across every channel, customers report frustration, complexity, and a
How Are Expanding Service Channels Impacting Customer Experience? Northridge Group’s 2017 customer experience study reveals that, despite the growing number of ways consumers can contact
How did customer expectations and behaviors shift during one of the most disruptive periods in recent history? Based on Northridge Group’s 2020 customer experience study,
Customers Speak Clearly — But Businesses Are Not Listening The voice of the customer is unmistakable. Across every channel, customers report frustration, complexity, and a