Data & Analytics
Gain Data Insights through Competitive Benchmarking
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Providing seamless and innovative Customer Experiences that favorably compare to your competition can seem like a daunting task.
Stay ahead of the curve by ensuring you have the right data and analytics in place to measure your performance versus the competition.
Northridge works with organizations to extract data and unearth valuable insights, enabling their leaders to make smart decisions that positively impact their customers and their bottom lines.
Measuring Competitor Performance
Our Competitive Benchmarking services utilize data analytics to compare an organization’s performance to that of its competitors. The resulting insights drive operational and marketing adjustments that improve customer acquisition, retention, and product development initiatives.
Our Competitive Benchmarking services focus on data first and include a variety of methods of data point collection:
research and administration analytics
Customer Experience research tactics
(surveys, mystery shopping, interviews, focus-groups, speech and text analytics)
UI, and performance metrics
Leveraging Data to Mine Insights and Deliver Value
In this article, The Northridge Group presents a four-part framework that educates business leaders on how to turn structured and unstructured data into meaningful insights that inform decisions, drive actions, and result in measurable business outcomes.
Leverage Healthcare Technology to Enhance Patient Retention
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...
Artificial Intelligence in Healthcare: Knowing AI Ethics
The healthcare industry stands on the precipice of change, facing a series of interconnected challenges that strain the entire healthcare system. These existential pressures include: Rising rates of chronic/co-morbid conditions Resource constraints including clinical...
Additional Data & Analytics Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you achieve your goals.