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!
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.
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.
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.
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...
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...
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens when a complex institution is pulling data from multiple, unrelated sources and needs to get clear, simple direction from that...