Contact Center Management

Customer Journey Mapping

Analyzing the Customer Experience from Beginning to End Using Customer Journey Mapping

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CX 2023 Report Booklet

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!

CX 2023 Report Booklet
Data Analyst Checking Customer Journey Data

Our Approach

Your customer journey is a path created by data.

Our approach is to listen to that customer data, rigorously analyze it and apply in-depth knowledge of your industry and unique culture to create actionable, lasting solutions. That’s how we do business every time.

Our Approach

How Journey Mapping Transforms Your Customer Experiences

The Northridge Group’s journey mapping process enables clients to truly see themselves through the lens of their customers at each phase of their journey. We help you understand the stated and unstated needs of your customer, identify and resolve their current pain points and focus on the key Moments of Truth where there is an opportunity to ‘wow’ your customers with your service.

As part of our customer journey mapping process, we’ll work collaboratively to:


the Customer Experience from the customers’ perspective and in their terms.


experiences across all customer segments and functional teams.


it simple and reflect the actions, thought processes and emotions at each step.


reflect what is happening vs. what is supposed to happen.


multi-disciplinary workshops to gather information across all departments.


business SMEs and functional experts to gather insights.


key Moments of Truth and key metrics for incremental improvement.


many different data sources to quantify the frequency and quality of the experience.

Customer Experience on Digital Channels

Northridge Insights

State of Customer Service Experience Report 2020-2021

In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the Customer Experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.

Download the Report

Our Solutions

Our Comprehensive Journey Mapping Process

We’ll navigate you through the entire customer journey. Here’s our map:


Analyze Current Customer Experience

We conduct an end-to-end assessment of the current-state of your Customer Experience, identifying pain points and discovering key Moments of Truth to drive differentiation.

Quantify & Prioritize Initiatives

We use that data to understand what eliminating those pain points means. We’ll prioritize these initiatives to maximize ROI and balance short- and long-term focus.

Design, Innovate & Align Organization

We incorporate the elimination of these pain points into the Customer Experience design. We’ll set up your teams to succeed today and in any future initiatives.

Northridge Perspectives

Hidden Savings Opportunities for Healthcare Contact Centers

Hidden Savings Opportunities for Healthcare Contact Centers

Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...

Improve Medicare Star Rating Numbers by Teaching Kindness

Improve Medicare Star Rating Numbers by Teaching Kindness

Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...

The Impact of ChatGPT on Contact Center Performance

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...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Customer Experience Assessment


Employee Knowledge Management

Resource Utilization Strategy

Contact Center Capacity Planning


Contact Center Design

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

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