Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
The Financial Services Industry Is Constantly Evolving
It can be difficult for financial services institutions to keep up with the challenges posed by increased regulation, industry consolidation and the customer expectations brought on by the digital era.
Keeping up with evolving industry trends is difficult, but we can help!
The Northridge Group’s commercial banking solutions utilize advanced data analytics to help commercial banking clients improve and streamline operational processes, such as the automating of manual tasks, and ensure that their devices and technology meet or exceed compliance standards amidst changing regulations.
Northridge’s retail banking solutions help our retail banking clients streamline their processes and digital products and manage and analyze increasing amounts of data. Our solutions help retail banks provide personalized digital and in-person customer experiences resulting in improved customer satisfaction.
E2E Process Mapping and Optimization Identifies over $3M in Annual Savings for a Fortune 100 Enterprise
The IT division of a Fortune 100 organization was challenged to generate significant cost savings in the management of its global telecommunications services. Prior cost savings initiatives were narrowly focused and resulted in insufficient business as usual reductions.
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...
A Tailored Consulting Approach for Every Service
At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of management consulting services, we can help you in any or all of the following areas: