Customer Experience

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.

Rob Sherrell

Global Head of Customer Experience Expert
Rob has 20 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 through experience-based differentiation. Rob is a founding partner of North Highland’s Experience Design Division, Sparks Grove (2006). Previously, Rob served as Director of Worldwide Marketing Communications for Delta Air Lines.

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