Designing and delivering an impactful customer experience (CX)
Welcome to the experience economy, where success hinges upon the experiences that organizations deliver. Customers (including consumers, employees, partners or other stakeholders) now determine the strength of their relationship with a company based on the experiences they provide.
This new paradigm presents the opportunity for organizations to succeed through experience-based differentiation. North Highland takes an end-to-end, ecosystem approach to design and deploy meaningful interactions across channels – all the while building and embedding lasting CX capabilities. The result? Impactful experiences and CX-optimized organizations that are enabled to design and deliver real, sustainable results.
How We Can Help
Customer Insights & Empathy
We help clients understand and integrate the ever-changing needs, motivations, and value drivers of their current and future customers in order to grow, adapt and evolve their businesses. This is achieved through deep dives in Customer Research & Insights, Customer Economics, and learning more about the Voice of the Customer.
Customer Experience Strategy & Design
Our team guides organizations through planning, creating and delivering meaningful experiences across channels and touchpoints throughout the customer lifecycle. We offer expertise in Purpose Articulation & Brand Strategy, Go-to-Market Strategy, CX Strategy, Product & Solution Design and Service & Interaction Design.
Customer Experience Enablement
We help our clients become CX-optimized organizations by building capability across people, operations, content, data and systems. We help organizations improve areas that are part of building a customer experience, through CX Organizational Strategy & Design, CX Culture Alignment, CX Talent Growth & Development and CX Capability Development services.
Purposeful Design as the Transformational Differentiator of Employee Experience
Organizations’ desire to strengthen their connection with employees is pivotal in delivering customer experience and overall business performance. Employee Experience (EX) is the culmination of this paradigm shift.
Three Building Blocks of an Optimized CX Organization
We don’t believe you need to be further convinced that CX is important. We think you need a practical guide for competing and thriving in the Experience Economy, where nothing matters more than the experience you offer. In our latest video, Alex Bombeck, North Highland’s Global Customer Experience Leader, speaks to these ideas and more on optimizing CX strategy.Video
Human Experience Made Easy
The evolution from customer experience to human experience challenges businesses to be something more. Rob Sherrell, the global Customer Experience service line leader, explains how companies can move beyond a commercial relationship into a human relationship with customers through 5 key Principles of Human Experience.Video
Employee Experience Redefined
Individuals today aren’t seeking a job or even a career. Instead they seek experiences from employers that are reciprocal, intentional and inspirational. In this human era, which is ruled by experience, customization, and continual evolution, organizations that fail to focus on Employee Experience do so at their own peril.
Global Head of Customer Experience
Rob has twenty years of marketing strategy and customer experience expertise. With an extensive cross-channel customer experience background, Rob specializes in helping clients expand their market presence by delivering experience-based differentiation. Rob is a founding partner of Sparks Grove (2006), the Experience Design division of North Highland. Previously, Rob served as Director of Worldwide Marketing Communications for Delta Air Lines. Rob is a graduate of LSU where he received a bachelor’s degree in International Trade & Finance. Rob also holds an International MBA from the University of South Carolina.