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LET'S TALK
Acquiring the Bridge
ACQUIRING THE BRIDGE

The Bridge, a rapidly growing full-service technology and data consultancy, joins North Highland furthering our digital, tech and AI expertise. ​

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Connected Change
CONNECTED CHANGE

Our latest report informed by 500 business leaders reveals how to unlock AI's true value.

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Future of AI
FUTURE OF AI

North Highland's AI expert shares a future where hyper-personalization is made possible for everyone.

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What Makes Us Special
WHAT MAKES US SPECIAL

Are you ready to work with changemakers who bring fresh perspectives, global experience, and a passion for solving problems?

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Transformation Strategy and Design

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Define Your Transformation Strategy. Align On Value. Grow Through Change.

Keeping up with customer preferences and expectations. Achieving cost-reduction targets. Engaging and retaining employees in the war for talent. Today’s business landscape is a perfect storm. Conditions are always changing, even volatile at times. The organizations that thrive not only weather the storms, they grow and become stronger from them.

Dynamic Strategies for a World That's Always in Flux.

A dynamic market calls for dynamic transformation strategies—those that consider customer, workforce, and operational needs. With a well-crafted and adaptable transformation strategy, your business is aligned on where it’s going and why, ready to design and deliver future value. Whether it’s breaking into a new customer segment, reengineering your operational platforms, or reimagining the employee experience, your approach must be designed for a world that’s always in flux, made real by culture and mindsets that embrace change as the next opportunity.
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Bringing Design, System, and Futures Thinking to Navigate Change.

Our Transformation Strategy and Design Practice integrates design, system, and futures thinking to help your business navigate continuous change. Our approach to transformation strategy and design is unlike anything else out there—ultimately focused on the critical trade-offs, tensions, and alignment across customer, workforce, and operational considerations. And we recognize that today’s strategy must be adaptable, flexible, and iterative. We tie the earliest stages of strategy to the design, execution, and measurement efforts needed to achieve intended value.
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Looking Through Every Lens.

As the leading Change and Transformation Consultancy, we help your business harness change as an opportunity for growth and value creation—for your customers, employees, shareholders, partners, communities, and more.

Our emphasis on collaboration brings about pragmatic, actionable solutions that you can carry forward into the future. Together, we’ll explore Customer, Workforce, and Operational lenses to unlock undeniable value.

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We're Known and Recognized

We've Received Recognition in the Below Reports:
Top Ten in Business Strategy & Planning
ALM Intelligence, 2019
Customer Experience Strategy
The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020
Employee Experience
Forrester Now Tech: Employee Experience Consulting Practices, Q3 2020
Workforce Management Services
Market Leader, ALM Intelligence Pacesetter Research: Workforce Management Services, 2021-2022
M&A Services
Market Leader, ALM Intelligence Pacesetter Research: M&A Services, 2021-2022

Clients now us and choose us for delivering outcomes

94% of our business is with repeat clients
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North Highland’s service delivery reflects the combination of its roots in execution-oriented delivery activities with strategy and design. The firm’s service delivery pivots on the two poles of a client’s starting position and future outlook, with an eye to balancing future-back opportunities with today-forward differentiated capabilities. 

ALM Intelligence

Business Strategy & Planning, 2019
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We make meaningful digital evolution happen through the transformation of workforce, customer, and operational processes – with technology sitting at the core.

Jason Jercinovic

Vice President and US Digital Lead at North Highland
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The new path for North Highland has been to drill down into the nature and science of transformation, and reconfigure its entire consulting offering around planning and delivering effective client transformations.

ALM Intelligence

Pacesetter Research: M&A Services, 2021-2022
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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.

The Forrester Wave™

Customer Experience Strategy Consulting Practices, Q4 2020

Customer Transformation

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Customer Strategy We support your understanding of potential markets, likely disruptors, and desired customer segments. The result? A clear roadmap to build and grow future customer opportunities and your ideal portfolio.
Customer Strategy We support your understanding of potential markets, likely disruptors, and desired customer segments. The result? A clear roadmap to build and grow future customer opportunities and your ideal portfolio.
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Customer Experience We help define, design, and deliver your organization’s customer experience strategy, continuously seeking opportunities to elevate and innovate every encounter that customers have with your business.
Customer Experience We help define, design, and deliver your organization’s customer experience strategy, continuously seeking opportunities to elevate and innovate every encounter that customers have with your business.
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Customer Enablement Our experts will help you reimagine your business to deliver customer excellence. How? By drawing on the right data, insights, operating models, skillsets, technology, culture, and more.
Customer Enablement Our experts will help you reimagine your business to deliver customer excellence. How? By drawing on the right data, insights, operating models, skillsets, technology, culture, and more.
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Customer Analytics We use, architect, and integrate data to effectively understand customer behavior. Our experts take the same approach to also predict their shifting needs.
Customer Analytics We use, architect, and integrate data to effectively understand customer behavior. Our experts take the same approach to also predict their shifting needs.

Workforce Transformation

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Workforce Strategy Your workforce’s potential is waiting to be unleashed. We help you set a workforce strategy that brings your business strategy to life. Our approach is guided by workforce planning that empowers you to visualize the benefits, risks, costs, and impacts of your workforce-related choices and the workforce ecosystem.
Workforce Strategy Your workforce’s potential is waiting to be unleashed. We help you set a workforce strategy that brings your business strategy to life. Our approach is guided by workforce planning that empowers you to visualize the benefits, risks, costs, and impacts of your workforce-related choices and the workforce ecosystem.
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Organizational Design We enable you to design an organizational structure and system that supports your business strategy through competency definitions, operating processes, and job and career frameworks.
Organizational Design We enable you to design an organizational structure and system that supports your business strategy through competency definitions, operating processes, and job and career frameworks.
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Leadership and Talent Development We’ll partner with you to build world-class leadership, talent, and learning practices that drive high performance, build resilience, and equip the workforce with the skills they need to navigate an uncertain future.
Leadership and Talent Development We’ll partner with you to build world-class leadership, talent, and learning practices that drive high performance, build resilience, and equip the workforce with the skills they need to navigate an uncertain future.
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Culture and Ways of Working Our experts will craft, design, and evolve your culture. On top of this, we also give you the tools to orient the mindsets, behaviors, practices, and skill sets of your team around your shared vision, purpose, and unique cultural aspirations.
Culture and Ways of Working Our experts will craft, design, and evolve your culture. On top of this, we also give you the tools to orient the mindsets, behaviors, practices, and skill sets of your team around your shared vision, purpose, and unique cultural aspirations.
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Employee Experience and Engagement How can you effectively reimagine employee contracts and experiences to meet and exceed evolved expectations? Our globally recognized leadership and expertise includes crafting the people value proposition, communication, design, delivery, and management of the employee experience to drive business impact.
Employee Experience and Engagement How can you effectively reimagine employee contracts and experiences to meet and exceed evolved expectations? Our globally recognized leadership and expertise includes crafting the people value proposition, communication, design, delivery, and management of the employee experience to drive business impact.

Operational Transformation

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Operational Strategy We help organizations identify and assess the capabilities needed for growth, efficiency, and lasting change. Then, we design operating models that seamlessly blend people, processes, technology, and data.
Operational Strategy We help organizations identify and assess the capabilities needed for growth, efficiency, and lasting change. Then, we design operating models that seamlessly blend people, processes, technology, and data.
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Operational Excellence and Management Rethink, reengineer, and integrate your operational management strategy and assets in resource-intensive areas like contact centers, supply chain, distribution, and other key back- and front-office functions. Our approach equips you with the alignment, efficiency, and flexibility for performance and continuous improvement.
Operational Excellence and Management Rethink, reengineer, and integrate your operational management strategy and assets in resource-intensive areas like contact centers, supply chain, distribution, and other key back- and front-office functions. Our approach equips you with the alignment, efficiency, and flexibility for performance and continuous improvement.
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Operational and Performance Analytics How can you use the power of data and analytics to inform strategic decision-making, impact tracking, and ongoing operational management needed for game-changing results? Our teams and experts bring proven expertise, methods, and experience to chart the path.
Operational and Performance Analytics How can you use the power of data and analytics to inform strategic decision-making, impact tracking, and ongoing operational management needed for game-changing results? Our teams and experts bring proven expertise, methods, and experience to chart the path.
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Automation and Process Engineering Create efficiency and simplicity in your business processes via business analysis, process design and reengineering, and intelligent automation. Our approaches incorporate emerging capabilities, including process mining, cognitive strategies, and artificial intelligence.
Automation and Process Engineering Create efficiency and simplicity in your business processes via business analysis, process design and reengineering, and intelligent automation. Our approaches incorporate emerging capabilities, including process mining, cognitive strategies, and artificial intelligence.
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Operational Technology Strategy We empower you to design and deliver the technology strategy and stack you need to exceed company objectives, enable operational efficiency, and support sustainable growth.
Operational Technology Strategy We empower you to design and deliver the technology strategy and stack you need to exceed company objectives, enable operational efficiency, and support sustainable growth.