The Northridge Group

State of CX 2023 Research Report: Part II

Insights and Resources for Improving the Customer Experience

Part II: Business Investments vs. Customer Preferences

Read below or download and save for later.

Part I was released at the end of 2022. Didn’t get it? Download your copy here.

Proven Solutions. Real Results.

Northridge is an award-winning boutique firm with an outsized presence in the CX operations and management consulting space, serving Fortune 1000 organizations in the healthcare, financial and professional services, telecom, retail, energy, transportation, and government sectors. We offer innovative solutions to your most complex business challenges.

NRG+ Perspectives

The Crucial Connection Between CX Tech & Training

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. We’ve seen companies that return to the core focus of people, process, and technology… [4 Minute Read]

Proper Contact Center Training Benefits Employee Experience

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize… [6 Minute Read]

Redefining Contact Center Productivity for the Modern Associate

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment… [6 Minute Read]

The ChatGPT Revolution

AI technologies in the contact center have dominated discussions in our industry for the past several months: Are contact centers ready for AI technology; is AI technology ready for the contact center; and…

Use Call Center KPIs to Turn Consumers into Promoters

From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference… [4 Minute Read]

Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds

A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem… [5 Minute Read]

How Contact Center Quality Monitoring Benefits the Healthcare Industry

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… [5 Minute Read]

The Impact of ChatGPT on Contact Center Performance

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and… [4 Minute Read]

Automation and AI in Telecom Contact Centers

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… [5 Minute Read]

How Self-Serve Healthcare Technologies Empower Patients

For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario… [4 Minute Read]

Talk With Our Industry and Capability Experts

Petra Seals

Managing Principal

Kelsey Williams

Senior Consultant

Jessica Hoffman

Senior Project Lead

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Petra Seals

Managing Principal

Kelsey Williams

Senior Consultant

Jessica Hoffman

Senior Project Lead

The Northridge Group needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

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The Northridge Group has been helping clients like you succeed for over 20 years.

Learn how Northridge can help you achieve measurable improvements in your organization. Check out our client success stories for an in-depth look at our services and approach.

Client Success Stories

State of CX 2023 Research Report Part II

State of CX 2023 Research Report Part II

State of CX 2023 Research Report: Part II

Part II: Business Investments vs. Customer Preferences

Proven Solutions. Real Results.

NRG+ Perspectives

The Crucial Connection Between CX Tech & Training

Proper Contact Center Training Benefits Employee Experience

Redefining Contact Center Productivity for the Modern Associate

The ChatGPT Revolution

Use Call Center KPIs to Turn Consumers into Promoters

Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds

How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Impact of ChatGPT on Contact Center Performance

Automation and AI in Telecom Contact Centers

How Self-Serve Healthcare Technologies Empower Patients

Talk With Our Industry and Capability Experts

Petra Seals

Kelsey Williams

Jessica Hoffman

Petra Seals

Kelsey Williams

Jessica Hoffman

The Northridge Group has been helping clients like you succeed for over 20 years.

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