JUST RELEASED!
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!
Our Approach
Understanding the Customer Experience
Customers experience your brand through a variety of channels. Visibility into the customer journey can be empowering for an organization. Connecting the dots between the business and the customer maximizes data utility and leads to actionable insights that promote a consistent Customer Experience while strengthening brand loyalty.
Our Approach
Customer Churn Analytics
Brands must expend significant effort to gain and retain their customers. The Northridge Group collaborates with your organization to provide a holistic view of your Customer Experience through data collection and curation, data analytics and visualization and objective storytelling. Real-time, dynamic feedback uncovers obstacles and drives adaptive solutions, informing decisions and predictions to reduce customer churn and create a positive brand experience.
Northridge Insights
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.
Northridge Perspectives
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 Transformational Power of Quality Monitoring
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
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 grow.
