Customer Experience Becomes New Benchmark for Success, but Organizations Struggle to Deliver

North Highland study finds that lack of consistency is the biggest challenge in delivering great CX

Nov 05, 2015, 11:02 ET from North Highland

ATLANTA, Nov. 5, 2015 /PRNewswire/ -- A recent survey conducted by management consulting firm North Highland found that 48 percent of organizations cite a lack of consistency across brand and locations as the number one pain point in delivering a great customer experience. The full report, "Optimizing Your Customer Experience-Focused Organization: An Actionable Guide," reveals the paradigm shift in what customers expect from brands and how organizations can engage with their customers through a holistic understanding of relationships, journeys and interactions.

The global study of more than 160 executives also revealed that 80 percent of leaders surveyed feel they are not getting the value out of the customer data they have already captured. Additionally, B2B and B2C organizations are challenged with translating the data into steps to take to create the real experience customers are after.

"It's evident that customers now value their experience as much as cost and quality. However, companies are struggling to convert their customer needs into experiences that drive brand loyalty and company growth," says North Highland Customer Experience Lead, Alex Bombeck.

The report provides actionable insights to address customer experience through the lens of three critical building blocks:

  • Prioritize CX in the boardroom and the break room
  • Focus on the moments and processes that matter
  • Measure and modify what matters

For additional research findings and to download the full white paper, visit

About North Highland
North Highland is a global management consulting firm that delivers unique value, relevant big ideas and strategic business capabilities to clients around the world. The firm solves complex business problems for clients in multiple industries through an integrated approach and offers specialty services via its Strategy, Data and Analytics, Managed Services, and Sparks Grove divisions. North Highland is an employee-owned firm that has been named as a "Best Firm to Work For" every year since 2007 by Consulting Magazine. The firm is a member of Cordence Worldwide (, a global management consulting alliance. For more information, visit and connect with us on LinkedIn, Twitter and Facebook.

About the Survey
Using its "by-invitation-only" consumer research panel and Valued Opinions panel, Research Now® conducted the online survey of 162 respondents in executive positions of vice president or above from companies with $1 billion or more in revenue. Respondents included those from 28 various industry segments currently employed by companies based in the United States and United Kingdom. The research was conducted September 28October 1, 2015.

Media Contact:
Jennifer Marsh

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SOURCE North Highland