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Northridge Perspectives

Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.

Learn about impactful changes to your industry and get tips you can start applying today.

“Digital First” Means Customer First

“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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Customer Service Realities [Infographic]

Customer Service Realities [Infographic]

Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 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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Managing the Next Generation of Leaders

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

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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Customer Effort Matters [Infographic]

Customer Effort Matters [Infographic]

How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience report found that customers find it difficult to contact a brand and are frustrated by negative customer service...

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Impact of COVID-19 [Infographic]

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 2020-2021 report indicates that online shopping and digital tools are becoming the “new normal”...

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