Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
Organizational change is not static, it is ever-evolving.
When effective change management and disciplines are not defined within the organization, the bottom line can suffer. Significant changes to operations (such as those impacting people, process and technology) are best handled with thoughtful change management strategies, carefully crafted communications and an approach of continuous improvement.
The Northridge Group offers well-tested strategies to prepare leaders to lead through the implementation of upcoming consequential changes. Our solutions include:
Initiative impact analysis
Assessment of the timeline for change
Project planning support
Appropriate action management – carefully crafted communications/messaging
PMO set up and support for implementation of change
Skill-building support for impacted staff
Development of a consistent approach for addressing continuous improvement within the organization
Intervention and/or course correction for unsuccessful change efforts
Our strategic approach to effective communication leads to successful change management.
We help clients master the art of consistent messaging to address changes within their organizations. Effective communication positively impacts change management processes. Improvements to technology, processes and behaviors are beneficial to organizations and changes often allow businesses to operate more efficiently. However, change is not always welcomed by the employees who are impacted.
Carefully crafted and expertly delivered messaging can ease the transition and ensure acceptance. Appropriate action management allows business leaders to reduce unnecessary stress and conflict and improve employee engagement throughout the change process.
The Northridge Group’s change management strategies ensure successful outcomes for our clients.
A well-implemented change management process yields many benefits to a business such as decreasing staff turnover and minimizing the impact of the changes on employees.
Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement
Northridge provided a coaching development program for supervisors in a Fortune 100 Contact Center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns—the ones we don't know we don't know…” – Donald Rumsfeld The Request for Proposal (RFP)...
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead of technology and product adoption curves. In the telecommunications industry, companies that...