Contact Center Management

Customer Experience Consulting

Customer Service Experience Solutions to Improve the User Journey at Every Touchpoint

Contact Us

JUST RELEASED!

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
Creating Loyalty and Attracting Customers

Our Approach

Attract New Customers and Create Long Term Value and Loyalty

In an era of unparalleled choice and endless communication options, customer loyalty can’t be taken for granted. It has to be earned, day by day, interaction by interaction, and within every channel.

At The Northridge Group, we’ll help you create a Customer Experience that is exemplary, seamless and effortless while enhancing omni-channel processes to better manage your customer’s end-to-end journey.

Our Customer Experience Consulting Methodology

Our methodology is designed to help you maximize the value of every customer interaction and leverage diverse touch points for comprehensive, cross-functional insights and process improvements. We help you…

Define

processes from your customer’s view point

Identify

cross-functional enablers required to fulfill business and customer objectives

Design

multi-channel processes, systems and operational support to meet the vision

Enable

visibility and accountability through metrics and scorecards

Deliver

results as a prioritized part of your culture

Customer Experience on Digital Channels

Northridge Insights

State of Customer Service Experience 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

Northridge Perspectives

The Transformational Power of Quality Monitoring

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...

Automation and AI in Telecom Contact Centers

Automation and AI in Telecom Contact Centers

Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...

Additional Customer Experience Services

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Assessment

 

Customer Journey Mapping

Employee Knowledge Management

Resource Utilization Strategy

Contact Center Capacity Planning

 

Contact Center Design

Our Team is Built to Improve Your Customer Experience

At The Northridge Group, we bring decades of experience and a truly collaborative effort to every one of our client projects.

Let’s start a conversation

Get unique business management insights delivered straight to your inbox.
Get notifications for new podcast episodes, industry updates and tips on how to stay ahead of the curve.