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 Insurance Industry Faces Complex Challenges on Every Front
The insurance industry is increasingly becoming more regulated and market conditions are becoming more volatile. At the same time, digital capabilities are rapidly improving. Customers naturally expect their insurers’ technology to keep pace, but this can be a daunting task.
We’re Here to Help
The Northridge Group helps insurance industry clients assess their operations, garner insights from data and provide actionable steps to improve digital processes and better serve customers. Through data collection and analysis, we identify key indicators of compliance risk and deliver practical solutions for risk avoidance that will drive improvements in business outcomes. Our solutions allow insurance companies to make information-backed decisions that will enhance Customer Experience while reducing risk.
Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance
A leading Healthcare company’s Contact Center was experiencing recruiting issues, attrition and workforce management inefficiencies.
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
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,...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
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:
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.