Customer Experience Management & Strategy
Learn Why We are the Only Business Consulting Firm to Choose When Building Better Contact Centers
Service Delivery
Managing the CX
Paving the Customer Journey
Creating an amazing customer experience is really focused on one thing: the needs and wants of the customer. We look at the customer journey all the way from acquisition to loyalty phase, to advocate.
The key is to understand the journey in both qualitative terms through focus groups, mystery shopping and customer journey mapping, as well as quantitative terms through Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Voice of the Customer (VOC) data.
We take pride in our immersive approach that allows us to fully understand all the facets that affect the delivery of an A-List customer experience.
If you’re looking for increased sales, higher retention and lifetime value, greater customer loyalty, ad more referrals, contact us today.
Achieving Good CX starts with your agents
Knowledge & Expertise
Do they possess a deep understanding of the products and services offered, allowing them to provide accurate and helpful information to customers.
Lower Attrition Rates
Employees with longer tenure possess greater knowledge and experience. This can lead to better customer satisfaction as well as cost savings in training new employees.
Stress & Burnout
It’s no secret that contact centers can be high stress environments. Stressed employees are less patient and empathetic, which can negatively affect their interactions with customers.
Creating Growth & Career Paths
When agents have opportunities for growth and a path to a long career, they are likely to stay and provide their best work, improving attrition.
Employee Empowerment
If employees feel empowered to make decisions that can benefit the customer, this leads to excellent employee experience and enhanced customer satisfaction.
Quality & Consistency of Service
Happy and motivated employees are more likely to go the extra mile to solve customer problems, providing higher quality of service, building loyal customers.
THE NORTHRIDGE FOUR
Four critical areas of focus for contact center success
Employee Experience (EX)
Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, , creating a dynamic culture of success.
Customer Experience (CX)
Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.
Digital Experience (DX)
We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.
Operational Excellence (OpX)
To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.
NRG Reports
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Meet Our Clients
They Believe In Us
See the companies who choose The Northridge Group for all their Contact Center needs.
Read our latest blogs & Case Studies
How to Execute an Effective Cost Transformation Strategy in 2025
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t fit on my resume. I’ve worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challenges. Every step served as preparation for what was to come.
Ten Things I’ve Learned That Made Me Think Differently
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t fit on my resume. I’ve worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challenges. Every step served as preparation for what was to come.
Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer