TODAY AND TOMORROW’S MOST POWERFUL DIFFERENTIATOR.
Why is experience a common weak point for organizations in flux? It often comes down to understanding and alignment. It can be tough to build a cross-functional, collective picture of the needs, challenges, and desires of the customers and employees impacted by change. The entire business must go all-in on a reimagined experience: Marketing, IT, Finance, Strategy, and more. That means you’ll need to understand the value and importance of experience in getting your company where it wants to go. Then, your task is to visualize the end-to-end experience journey and align roles, processes, systems, and data to bring it to life.
By tapping into people-centric value drivers such as personalization, ease, integration, convenience, and accessibility, we can help you identify, design, and deploy experience enhancements that maximize value at the intersection of stakeholders and shareholders. Ready to level-up your experiences? Join us as we Make Change Happen.
Unlock new opportunities for value with experience.
Today’s world is personalized. Connected. Immediate. Customers and employees crave experiences that make them feel cared for, appreciated, and understood. As experience expectations move onward and upward, you’ll need to continuously solution around the needs of the people in and outside of your organization.
With the right level of investment, leadership, and focus, we can help you prioritize experience on your transformation journey. From there, we can help you design, orchestrate, and deliver meaningful experiences. The result? The potential of experience, realized.
Earning recognition from the best and brightest.
Don’t just take it from us. Leading analyst firms recognize us in the below reports:
The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020
Forrester Now Tech: Employee Experience Consulting Practices, Q3 2020
Vanguard Leader, Employee Experience (ALM Intelligence, 2017)
Forrester Now Tech: Customer Experience Consulting Practices, Q2 2018
HOW WE HELP
A TRACK RECORD OF PUTTING PEOPLE FIRST
North Highland has strong capabilities in CX vision development, business case development, and CX roadmap development – key elements of its transformation story. Its approach to business cases and roadmaps are particularly noteworthy because they’re rooted in North Highland’s framework for assessing CX’s value to business – Experience Economics.
OUR THINKING
Leigh Cook
Leigh is a futurist, innovator, and strategist. As a Customer Strategy leader at North Highland, she focuses on envisioning and creating meaningful experiences and breakthrough business strategies. She has over 20 years of experience working with many leading global brands, helping them innovate and achieve their greatest potential, purpose, and sustainable growth.
Kelly Slothower
Kelly is a leader in our Customer Experience practice. She has over 20 years of experience leading customer insights and helping companies transform by understanding and improving their customers’ experiences. Her expertise in uncovering insights and enabling CX-optimized organizations has delivered real, sustainable results for Fortune 500 companies.
Dave Trettin
Dave is an Associate Vice President at North Highland with over 17 years of CX strategy expertise. His expansive background spanning product development, operations, and marketing helps our clients create strategic growth initiatives based on a people-centered design methodology.