Designing impactful customer experiences

Have a business challenge?

Welcome to the experience economy.

Customers 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. We take an end-to-end, ecosystem approach to design and deploy meaningful interactions across channels. 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.

Customer Experience Strategy & Design

Our team guides organizations through planning, creating and delivering meaningful experiences across channels and touchpoints throughout the customer lifecycle. 

Customer Experience Enablement

We help our clients become CX-optimized organizations by building capability across people, operations, content, data and systems.

latest thinking

Press Release

Warren Edels Takes on Lead Role in North Highland’s Strategy Team

The Value Blueprint

The Value Blueprint

Tying Ambition to Action on the Transformation Journey
Case Studies

Tying Ambition to Action on the Transformation Journey

Perspectives from MESC

Perspectives from MESC 2021 (Part Two)

Modernizing a Monolithic MMIS Doesn't Have to Break the CX

Modernizing a Monolithic MMIS Doesn't Have to Break the Customer…

Rob Sherrell

Rob Sherrell

Vice President, Customer Transformation Lead

Rob has over 20 years of customer strategy and customer-driven transformation expertise. He has led hundreds of successful customer and employee-centered engagements for B2B and B2C clients across industries. Rob specializes in helping our clients expand their market presence via experience-based differentiation.

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