By Jessica Hoffman, Senior Project Lead, Customer Experience & Contact Centers Artificial intelligence (AI) is no longer a futuristic concept—it’s a present-day reality reshaping industries, redefining roles, and challenging organizations to evolve. From predictive analytics and generative AI to intelligent forecasting and agent assist tools, AI is transforming how we work, interact, and make decisions. […] The post AI Won’t Replace You—But People Using AI Will first appeared on Nor...| Northridge Group
The Situation An international manufacturing company with retail locations worldwide reached out to The Northridge Group for help. The parent company was experiencing a great deal of growth, and as a result, their regional hubs were going to be held to a higher revenue goal. To achieve these new goals, leadership needed to determine how […] The post How NRG Helped an International Manufacturer Prepare for Growth first appeared on Northridge Group.| Northridge Group
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I've encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn't fit on my resume. I've worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challe...| Northridge Group
AI is Redefining Process Optimization: A Journey of Progress Over Perfection I am a perfectionist, I admit it. As a perfectionist, it is hard to create solutions and drive progress when we know there is room to make it better. However, after years of consulting, I have learned that continuous improvement, rather than flawless execution, […] The post How AI is Redefining Process Optimization first appeared on Northridge Group.| Northridge Group
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents. The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score). They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group.| Northridge Group
Trailblazers can come in every size, but their superpower lies in their vision, passion, and courage…and their ability to rally those around them to embrace all of it. Companies globally are either in the process of or planning to bring employees back into the office. Some may not be overly enthusiastic about swapping sweats for […] The post RTW Mandate? How to Trailblaze Your Office for Greater EX first appeared on Northridge Group.| Northridge Group