Reports & Research
Explore Reports, Research and Webinars by The Northridge Group
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!
Leveraging Data Analytics to Optimize the Customer Experience
Join The Northridge Group’s Nathan Hart and Imran Mohammed for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights for resolving FCR problems, improving Customer Experience, reducing costs, and increasing customer retention!
The Need for Speed: Understanding Mobile Phone Use and 5G Expectations
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.
Work From Home: Best Practices for Service Organizations
The sudden onset of the unprecedented COVID-19 environment required quick action by contact center leaders to implement or dramatically accelerate a remote labor strategy. In this report, The Northridge Group discusses the best practices for effectively enabling your service organization to work from home.
State of Customer Service Experience Reports
- State of Customer Service Experience Report 2023: Part 1
- State of Customer Service Experience Report 2020-2021
- State of Customer Service Experience Report 2019
- State of Customer Service Experience Report 2018
- State of Customer Service Experience Report 2017
- State of Customer Service Experience Report 2016
- State of Customer Service Experience Report 2015
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