Matthew KleinManaging Director, COO and CMO Serving as North Highland’s Chief Operating Officer and Chief Marketing Officer, Matt leads the firm’s operations, marketing, information technology, and knowledge functions. He has pioneered go-to-market, performance improvement, voice-of-customer, sales operations, and digital marketing programs that have driven sustained, bottom-line growth. With more than 20 years developing and deploying the strategies that drive improved operational performance and connect brands with the hearts and minds of the people who matter most: customers, consumers, employees and stakeholders. His career is marked by ideas and actions that empower, activate and disrupt, both inside the firm and in a number of global industry sectors.
Cultivating A High-Performance Workforce (When and Where You Need It Most)
One of the nation’s largest financial institutions engaged North Highland to deliver an innovative and scalable managed services solution to decrease marketing overhead, reduce risk, and strengthen the existing operating models, talent management processes, and organizational structure.Case Study
Experience Economics: Aligning Customer Experience Investment to Financial Value
Experience Economics helps leaders prioritize and chart a path forward by integrating customer needs and business value. At the same time, it helps build the operational muscle needed to quickly adapt and respond to evolving customer expectations.Perspective