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, Experience Economics 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.
Subscribe and Stay Informed
Want to stay up-to-date on our latest thinking regarding trends and research in customer experience? Fill out the form to subscribe to future insights via email.
Experience Economics: Aligning Customer Needs and Business Value
Experience Economics helps business leaders prioritize and chart a path forward by integrating customer needs and business value – all while building the operational muscle needed to quickly adapt to evolving customer expectations.Video
Gartner Critical Capabilities for CRM & CX Implementation Services, Worldwide
North Highland tied for the second highest score in this 2018 report in the Customer Strategy Consulting Use Case and received the seventh highest score in the Complex Customer Experience Implementation Use Case – both use cases positioned 21 worldwide suppliers. Read the full report.
From Health Plan to Holistic Health Partner
Experience Economics is North Highland’s proprietary approach to identifying, mapping, and predicting the Customer Experience (CX) initiatives that drive maximum impact to the bottom-line. In this case study, North Highland CX and Strategy expert Dave Trettin shares how we put Experience Economics into practice, helping a healthcare insurer earn the right to be more in the eyes of its members by delivering value beyond the premium.Video
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.
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.
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