Omni-Channel Customer Insights

Improved Customer Insights for an Exceptional Digital Customer Experience

Across all industries, customer data insights drive digital customer experience improvements. By achieving a clear line of sight to customer needs and preferences, leading businesses and enterprises gain the ability to make informed business decisions and proactively adapt the customer experience to the shifting demands of the marketplace.

The Northridge Group enables your organization to take customer insights to the next level by converting data-driven analyses into actionable business strategies. Whether you need to generate calibrated digital customer experience improvements via single-channel customer insights or omni-channel customer insights, Northridge has the knowledge and expertise to optimize the flow and visibility of information at the center of your digital customer experience management program.

End-to-End Customer Experience

digital customer experience

Northridge Customer Insights Solutions

Today’s sophisticated consumer requires a more savvy approach to customer data analytics. Traditional customer satisfaction survey methods and metrics often lack depth capable of delivering the kind of insights that drive meaningful improvements in brand loyalty and business performance. Further, overlooked behavioral and transactional data can be leveraged to gain additional insights into the customer needs. 

At Northridge, we provide comprehensive Customer Insights to drive consistently positive customer interactions, enhancing customers' affinity with your brand. Our consultants conduct customer journey mapping, and assess integrated voice of the customer data from multiple sources and digital channels. Contact monitoring, social media listening and data analytics that complement the journey maps with qualitative and quantitative analysis can be used to prioritize improvement efforts. Northridge can then identify and roadmap opportunities for improving upstream processes and business operations across the organization. 

Our Customer Experience solutions play an important role in enhancing digital customer interactions in some of the world’s most successful enterprises. Leveraging an outside-in perspective, our team of proven experts enables your organization to amplify and clarify information derived from a single channel or across all digital channels including: calls, email, chat, as well as the increasingly important social customer service channels.

Single-Channel Customer Insights – A deep dive into a single digital channel, capturing a broad range of insights from a single customer touch point perspective including: reason for contact, first contact resolution, root cause analysis, resolution cycle time, staffing effectiveness and efficiency.

Omni-Channel Customer Insights – Strategic, prioritized insights across multiple digital channels to highlight comprehensive needs and areas of improvement. Northridge offers: 

  • Customer Journey Mapping and strategic roadmaps that highlight and prioritize specific actions and initiatives required to accelerate the achievement of the desired state of digital customer experience 
  • Workflow management processes that enable efficient customer-centric servicing 
  • Tools and technology assessments to drive seamless, customer-centric business processes
  • Strategies on how to execute a more seamless, omni-channel presence with your customers 
  • Metrics and dashboards that leverage data across all channels to provide full transparency on the digital customer experience and drive cross-functional collaboration

Our Customer Experience solutions give companies access to real-time focus group insights by leveraging a multitude of data points from customers about your business. By listening with the ear of the customer, each person in your organization can contribute to success of your customer interactions and overall growth of your business.