JUST RELEASED!
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.
Northridge Success
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.
Northridge Perspectives
The Hiring Game Has Changed: Strategies for Solving Staffing Issues
This article was originally published on Contact Center Pipeline and can be viewed here.Want to learn more?The Northridge Group has built its reputation on delivering unique and innovative Customer Experience solutions that enhance the customer's end-to-end journey....
Staffing in the New Normal
This article was originally published on Contact Center Pipeline and can be viewed here.Want to learn more?The Northridge Group has built its reputation on delivering unique and innovative Customer Experience solutions that enhance the customer's end-to-end journey....
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...
Our Services
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.
