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
“Anthony brings to us his extensive knowledge of business operations, customer experience, technology, and leadership. His recent AI and technical implementation experience will enhance our client engagements and interactions, allowing us to expand our reach and broaden our offering. Anthony, along with our other advisors, bring forward a powerhouse of professional knowledge and experiences, innovation […] The post The Northridge Group Add Tuggle to Executive Advisors first appeared o...| Northridge Group
WBE Firm Names Two Female’s to Advisory Positions PRESS RELEASE FOR IMMEDIATE RELEASE CHICAGO, April 2024/PRNewswire/ — The Northridge Group, an award-winning, women-owned management consulting firm with deep expertise in contact center operations, process redesign, and customer experience (CX), proudly announces the appointment of Jill Billhorn and Ami Zumkhawala-Cook to Executive Advisory Positions. Prior to her […] The post The Northridge Group Add Two New Executive Advisors fir...| Northridge Group
Across industries, companies are increasingly recognizing the negative impact of ineffective or inconsistent new employee onboarding programs. From Fortune 500 corporations to fast-scaling startups, organizations report that insufficient onboarding leads to a host of long-term business problems, including higher turnover, delayed productivity, lower employee engagement, and weakened organizational culture. The post Stop the Talent Drain: Onboarding and Training for the Future first appeared o...| 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
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (AHT) and Net Promoter Score […] The post Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI first ...| 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
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. The post Understanding Mobile Phone Use and 5G Expectations first appeared on Northridge Group.| Northridge Group
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience. The post State of CX 2023 Research Report: Part II 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