North Highland Named by Independent Research Firm in Reports on AI Implementation in HR and Building Customer-Focused Culture

North Highland, the leading change and transformation consultancy, was named in two recent Forrester reports: "The AI-HR Paradox" and "Behaviors: The Building Blocks of Customer-Focused Culture."

The first report, "The AI-HR Paradox," explores how HR teams seem like ideal candidates for AI implementation due to their lean structure and need for productivity boosts but are “woefully underprepared” to safely implement such technology. The report emphasizes the critical role of HR in successful AI deployment and provides strategies for HR leaders to upskill and navigate the AI landscape effectively.

The second report, "Behaviors: The Building Blocks of Customer-Focused Culture," discusses how organizations can shift their culture to become more customer-obsessed by focusing on employee behaviors. It provides guidance on identifying, assessing, and driving the adoption of customer-focused behaviors to align with customer and business priorities.

In this report, David Johnson, global artificial intelligence lead at North Highland, shares, “People are often stretched thin and may be unreliable when reporting their own behaviors. To gain accurate insights, organizations should investigate what’s available in passive data. For example... behavioral data, and internal communications, such as contact center conversations, can provide an honest and reliable view of people’s perspective."

The Forrester reports provide valuable insights for organizations looking to leverage AI in their HR functions and build a more customer-focused culture. Leaders can use these reports to understand the challenges and opportunities in these areas and explore strategies for successful implementation.

"At North Highland, we are committed to helping our clients navigate the complexities of AI implementation and cultural transformation it requires for success," said Alex Bombeck, CEO of North Highland. "We believe our inclusion in these Forrester reports underscores our expertise in leveraging AI for HR optimization and building customer-centric organizational cultures. To us, being interviewed for these reports further emphasizes our position as a leader in driving transformative change for our clients."

About North Highland

North Highland makes change happen, helping businesses transform by putting people at the heart of every decision. Partnering closely to design and deliver change, we turn challenges into opportunities. Our award-winning change and transformation services – powered by data and digital expertise – build lasting capability at the intersection of workforce and operations.

Founded in 1992, North Highland is regularly named one of the best places to work. We are a proud member of Cordence Worldwide, a global network of truly connected consultancy firms with the ability to think and deliver together. This means North Highland has more than 3,500 experts in 50+ offices around the globe on hand to partner with you.

For more information, visit www.northhighland.com or connect with us on LinkedIn, Twitter/X, Instagram and Facebook.

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