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!
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.
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...
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...
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: