Reports & Research

Explore Reports, Research and Webinars by The Northridge Group

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CX 2023 Report Booklet

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!

CX 2023 Report Booklet

Featured Webinar

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!

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Featured Report

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.

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Featured Report

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.

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