Customer Journey Mapping Playbook
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
October 9, 2024
Jessica is a highly experienced Senior Consultant in the Customer Experience and Contact Center sector at Northridge Group, boasting a robust background in operational leadership.
In her current role, she excels in managing contact center assessments, providing strategic recommendations, and enhancing both objective and subjective Key Performance Indicators (KPIs). With a history of successful client engagements and team management, Jessica specializes in fostering positive team dynamics, encouraging feedback, and implementing change initiatives to improve customer experiences.
Her previous positions include Pharmacy Operations Manager at a pet retailer and Manager in Call Center Operations at a Managed Healthcare organization, where she demonstrated exceptional leadership by managing large teams, achieving KPIs, implementing improvement plans, and enhancing customer satisfaction. Jessica holds a Bachelor’s degree in Psychology and a Master’s in Leadership Development. She is a certified Six Sigma Black Belt Professional, emphasizing her dedication to project management and process improvement.
Each of our engagements is led and performed by dynamic senior-level consultants – many with 20-25 years of industry experience – allowing you to communicate with our team on a peer-to-peer level. .
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
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service,