Rob SherrellGlobal Head of Customer Experience Rob is North Highland’s Global Customer Experience lead. He has over 20 years of strategic marketing and customer experience expertise driving impact for Fortune 500 brands. With an extensive cross-channel CX background, Rob specializes in helping our clients expand their market presence via experience-based differentiation. He and his teams have lead hundreds of successful customer-centered engagements for B2B and B2C clients across industries. Rob is also a founding partner of Sparks Grove, the Experience Design division of North Highland.
Building Personal Retail Experiences for an Audience of One
Throughout this report are results from a North Highland-sponsored survey of more than 200 director-level and higher employees with leadership responsibilities in customer experience at global companies with revenues more than $1/£1 billion conducted in October 2017. The results define three foundational steps toward creating a personal connection in mass retail and an assessment to guide leaders toward personal connection approaches likely to generate the greatest impact and ROI.Perspective