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 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…

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

Lisa Butler

Managing Principal, Service Delivery

Bryan Gillis

Managing Principal, Growth & Emerging Markets

Petra Seals

Sr. Director, Solutions & Growth

Jeff Quinn

Managing Principal, Technology, Telecom & Media

Ami Zumkhawala-Cook

Sr. Director, Healthcare

Molly Clark

Sr. Director, Training

Diane Fiore

Sr. Director, Government Solutions

Nathan Hart

Sr. Director, Technology, Solutioning & Data Analytics

Jeremy Ahto

Managing Principal, Marketing

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Lisa Butler

Managing Principal, Service Delivery

Bryan Gillis

Managing Principal, Growth & Emerging Markets

Petra Seals

Sr. Director, Solutions & Growth

Jeff Quinn

Managing Principal, Technology, Telecom & Media

Molly Clark

Sr. Director, Training

Ami Zumkhawala-Cook

Sr. Director, Healthcare

Diane Fiore

Sr. Director, Government Solutions

Nathan Hart

Sr. Director, Technology, Solutioning & Data Analytics

Jeremy Ahto

Managing Principal, Marketing

Northridge Success

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 ChatGPT Revolution

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

Lisa Butler

Bryan Gillis

Petra Seals

Jeff Quinn

Ami Zumkhawala-Cook

Molly Clark

Diane Fiore

Nathan Hart

Jeremy Ahto

Lisa Butler

Bryan Gillis

Petra Seals

Jeff Quinn

Molly Clark

Ami Zumkhawala-Cook

Diane Fiore

Nathan Hart

Jeremy Ahto

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

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