Insights

Case Studies / Business Process Optimization Golden Thread Scorecard Enables Fortune 50 Enterprise to Drive Focused Alignment on Worldwide Performance Telecom Industry Scope Following an

Case Studies / Business Process Optimization Customer Service Transformation Drives $70M+ in Operating Savings and Improved CX Healthcare Industry Scope A leading healthcare company partnered

Case Studies / Quality Monitoring Major US Travel Company Improves Policy Roll-Out Through Training Efficiency & Agent Engagement Transportation Industry Scope Fortune 100 travel industry

Case Studies / Telecom and Technology Large Federal Agency Requires World-Class Contact Center to Support over 20M Annual Calls Financial Services Scope A large federal

Case Studies / Telecom and Technology Global Enterprise Achieved $400M in Network Cost Savings Through a Multi-Year, Multi-Pronged Cost Improvement Plan Telecom Industry Scope A

Case Studies / Telecom and Technology Optimized Infrastructure Design for New Technology Platform Results in NPV of $100M+ Telecom Industry Scope An industry-leading Fortune 50

Case Studies / Quality Monitoring Improved Customer Loyalty for Major Travel and Lifestyle Services Organization through Business Insights Financial Services Scope A world leader in

Case Studies / Quality Monitoring Compliance Monitoring Allows Leading Financial Services Firm to Achieve 16% Compliance Improvement within One Year Financial Services Scope Financial Services

Case Studies / Quality Monitoring Redesign of Agent Evaluation Program and Ongoing QM Yields Measurable Results for Large Federal Agency Government Industry Scope A large

Case Studies / Customer Experience Improve Customer Experience and Insights through Enhanced Social Customer Service Program Healthcare Industry Scope As customers shift to digital channels,

Case Studies / Customer Experience Roadmap for High-Impact, Transformational Changes in a Major Healthcare Organization Healthcare Industry Scope The Northridge Group was asked to perform

Case Studies / Customer Experience Designing a Differentiated Customer Experience for a Fortune 100 Healthcare Organization Healthcare Industry Scope The Northridge Group conducted an end-to-end