New Study by The Northridge Group Highlights Trends in Mobile Phone Usage and Consumer Expectations for 5G
To access the full study on Understanding Mobile Phone Use and 5G Expectations, please fill out the form below.
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“Customer First” Omni-Channel Digital Experiences
Businesses today are undergoing a paradigm shift as the customer journey moves to a “digital first” pathway. Yet the “digital first” evolution is only part of the story. In the past twenty years, we’ve also seen an explosion in the number of digital channels through...
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“Digital First” Means Customer First
It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in real life. The first digital interaction a potential customer has with a company (online or by app) can make or break the...
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The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members
Improving the satisfaction of healthcare providers and their patients has always been a priority of health insurance companies, but it is increasingly taking center stage. Enhanced contact center operations are an important step in the journey toward excellent...
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How Customer Analytics Can “Up” Your CX Game
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a...
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4 Best Practices for Workforce Management Capacity Planning [Infographic]
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing practices are best accomplished by proactively and accurately forecasting...
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Business Leaders’ CX Perspective [Infographic]
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do. Read highlights from...
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Post-Pandemic Contact Center Hiring and Retention
As the country begins to “open up”, the economic downturn is beginning to shift to a new post-pandemic normal. Organizations are starting to develop and communicate their return-to-office strategies and the demand for new hires is increasing. Contact center...
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5 Ways to Minimize Physician Abrasion and Improve the Customer Experience [Infographic]
Physician abrasion can lead to a variety of unsatisfactory healthcare experiences. Northridge Group's Mary Kane discusses the 5 ways payers can reduce physician abrasion and improve the customer experience. Read highlights in the infographic below:Featured Case study...
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Customer Service Realities [Infographic]
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that today’s consumers are expecting fast responses to service inquiries. Read highlights from Northridge’s latest...
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Three Steps to Improve the Claims Process for Healthcare Providers
Tensions between healthcare providers and insurers are at an all-time high, and the claims process is a major contributor. Nearly 40% of physicians consider insurance and regulatory tasks one of the most undesirable parts of their job according to the 2018 Survey of...
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Managing the Next Generation of Leaders
One of the most important responsibilities of a CEO is ensuring that the next generation of leaders is prepared to take over the reins of their company, albeit in their way and with a fresh perspective. To make certain that the future of the company they founded or...
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5 Ways Payers Can Reduce Physician Abrasion
Improving the physician and member experiences are critical undertakings for health insurance payers. Healthcare is at an inflection point — again. While there continues to be movement within the industry from M&A activity and integration of payers and providers,...
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Workforce Capacity Planning Best Practices and New Hire Ramp Strategies
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they are needed. This type of planning also serves as the basis to complement other Workforce Management processes such...
read more![Customer Effort Matters [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/03/cx-effort-1-1080x675.png)
Customer Effort Matters [Infographic]
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience report found that customers find it difficult to contact a brand and are frustrated by negative customer service experiences....
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Blockchain – What Business Leaders Need to Know to Stay Current in Tech
Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is achieving an optimal ROI for a project by maximizing the “value capture” in the...
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Impact of COVID-19 [Infographic]
The COVID-19 pandemic has intensified the need for companies to make customer experience as effortless as possible. Northridge’s annual State of Customer Service Experience 2020 report indicates that online shopping and digital tools are becoming the “new normal” and...
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Data-Driven Success with Operational Scorecards
Successful businesses rely on performance metrics to ensure that they are performing at optimal levels. To achieve this optimum, business leaders must make informed, data-driven decisions. As companies adapt to a digital world and organizational transformation is...
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