Global Customer Experience Lead at North Highland
With over twenty years of strategic marketing and customer experience expertise, Rob leads the Customer Experience practice for North Highland; an employee-owned management consulting firm with 24 offices in the U.S. and London.
Rob is also a founding partner and Vice-President at Sparks Grove, the Experience Design Division of North Highland. Sparks Grove applies marketing strategy and design thinking to transform experiences and help businesses evolve to more human-centered, purpose-driven organizations.
Rob has lead hundreds of successful customer-centered engagements for B2B and B2C clients in industries such as Telecommunications, Healthcare, Travel & Hospitality, Financial Services, and Energy & Utilities.
Prior to establishing Sparks Grove, Rob spent 10 years at Delta Air Lines where he was responsible for brand and marketing communication initiatives worldwide. Rob is also widely recognized as a thought leader in digital marketing. Rob built the Digital Marketing department at Delta in the 90’s where he and his teams introduced many of the airline industry’s first online marketing innovations.
Description: There are three factors creating the next battleground of differentiation: (1) Transparency mandating authenticity; (2) Experience impacted by the customer’s community; and, (3) Meaningful experiences meeting higher-level needs. In this session you will learn how to harness the power of Human Experience to your advantage.