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We succeed when our clients succeed

 

Customer-Centric Consultants

Strativity is headquartered in the United States, but our team of Customer Experience professionals are a global presence, with satellite offices and consultancies around the world. Each is fluent not only in the culture of customer-centricity, but also in the unique social and business culture of their locale.

Lior Arussy

President

Ari Ashkenas

Program Manager

AJ Bartholomew

Project Manager

Joseph P. Baumann

Chief Operating Officer

Michael Blackmire

Project Manager

Lior Arussy

President

One of the world’s authorities on customer experience, customer centricity and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands. His methodology enabled Mercedes Benz to take the number 1 position in customer satisfaction in 2 years. Another client, a European logistics corporation leaped from 3% annual organic growth to 44% annual organic growth in just two years.

Mr. Arussy, described by Fast Company Founding Editor, William C. Taylor, “as one of the most provocative business thinkers I know” has also had his achievements recognized by Consulting Magazine which named his company among the Top 7 consulting companies to watch in 2015 and one of the fastest growing Consulting Firms of 2015. He received the 2015 SmartCEO Circle of Excellence Award and in 2015 was honored by CRM Magazine who presented Lior with their “Influential Leaders" award. Arussy was named the #2 Top Global Guru in Customer Service by Global Gurus.

Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard among other companies.

Arussy is also the author of six books including the recently released book Exceptionalize it! (2015) and Customer Experience Strategy (2010). In addition, he has published over 250 articles in publications around the world including the Harvard Business Review.

Clients

Capital One, E.ON, Thomson Reuters, SAP, Crowne Plaza Hotels, Orange, Honeywell, FedEx, Merck, Mazda, Mercedes-Benz, The New York Times, Royal Caribbean Cruise Lines, Royal Mail, and Sage

I believe...

"We are all customers. The inner customer in all of us should guide our performance."

Connect with me:

Ari Ashkenas

Program Manager

Ari Ashkenas has had the privilege of helping to transform the world’s most admired organizations from “good” to “great". Most recently, Ari has been involved in HR transformation at Towers Watson and was part of the Talent and Development practice within Thomson Reuters. He has focused on Employee Engagement, 360 Assessments and Change Management. Ari is a progressive and innovative thinker who takes pride in partnering with clients to achieve goals and make long-lasting relationships. 

Clients

AmeriGas, GlaxoSmithKline, Manulife Financial, Bristol-Myers Squibb, Novo Nordisk, CUNA Mutual Financial Group

I believe...

"Every moment you interact with a customer is an opportunity to create a positive memory - which in turn creates customer loyalty."

Connect with me:

AJ Bartholomew

Project Manager

Alexandra has three years’ experience working in market research. Prior to coming to Strativity, Alexandra was a research analyst at Ipsos and an intern with the U.S. Federal Housing Finance Agency. She graduated from the College of William and Mary in 2013 with a B.S. in Mathematics with a concentration in Statistics.

Clients

I believe...

" building a connection is key for a great customer experience."

Joseph P. Baumann

Chief Operating Officer

Joe Baumann has been a Chief Financial Officer in the luxury goods industry for over 17 years specializing in retail and wholesale distribution. In addition to his financial and operational responsibilities, Joe was instrumental in implementing change management within the companies he has worked for. He has been the lead on several projects that not only impacted the internal policies, procedures and efficiencies of the organization, but also focused on the importance of how change impacts the internal and external customer. Prior to joining Strativity as its Chief Operating Officer, Joe worked for several prestigious companies including Chopard and Bulgari.

Clients

Mercedes-Benz, AmeriGas, Kia

I believe...

"The customer needs to be our priority, both internally and externally. Success or failure is a result of our focus on the customer or lack thereof."

Michael Blackmire

Project Manager

While coming to us with a 6 year background in Media & Marketing Research, it has been his 9 year tenure with Strativity that he found his passion for the customer.  Since then, Michael has worked tirelessly to carry that passion and drive to better understand the Customer Experience and what that truly means for his clients and their organizations.  He has contributed in various roles on over 75 customer experience projects and brings both experience and enthusiasm to every project he works on.  Currently, Michael is responsible for managing our technology, e-learning & deployment needs, as well as, the development of new and exciting content to help everyone we deal with better understand the full impact of truly embracing the customer experience and what that can mean to them and their organization.

Clients

Mercedes-Benz, Novo Nordisk, Sage, E.On, Honeywell Aerospace, MasterCard, Procure, Kia, Great Wolf Lodge

I believe...

"Discounts and coupons may stop a customer from walking out the door today, but an employee’s empathy can build a relationship that will last for years."

Connect with me:

Jason Burnham

Principal, Communications & Design

Michelle Burnham

Director, Communications & Design, Digital Lead

Jessica Camporeale

Project Manager

Steve Cohn

Learning Director

Tim Douek

Principal

Jason Burnham

Principal, Communications & Design

 

Jason Burnham thinks systemically about the impact business has on society. He has dedicated his career to helping his clients deliver triple bottom-line (economic, social, and environmental) results. Burnham’s professional purpose is to improve how businesses operate and innovate towards creating a better tomorrow. He believes that by empowering businesses to satisfy the collective needs of their stakeholders in a socially responsible way, businesses can become cultural designers for a sustainable future.

Burnham has been honored with B2B Magazine's "Best and Brightest Media Strategist" award and OMMA Magazine's "Media Planning and Buying Award". Burnham is a contributing writer for iMedia Connection and has held positions on the board of directors for the New York Interactive Ad Club, 212, client advisory board for Doubleclick, and the Association for Downloadable Media. Burnham is a leadership coach, corporate trainer, and public speaker for leading industry conferences and events (i.e. Sustainable Brands, Insight Innovation Exchange, iMedia, DigiDay, OMMA, AdTech, Sustainatopia).

Clients

I believe...

"As businesses become more empathetic to the needs and values of their customers, they become empowered change agents and cultural designers for a sustainable future."

Michelle Burnham

Director, Communications & Design, Digital Lead

With 16 years of digital marketing expertise Michelle Burnham possesses a deep understanding and appreciation for how data informs the omni-channel communications process and consumer journey.
Over her career, Burnham lead digital media and activation for iconic brands such as L’Oréal, Canada Goose, Citibank, Hertz, The History Channel, A&E, Ace Hardware, Dole Salads, NYU SCPS, Invisalign and Verisign. She is an industry recognized expert in digital marketing operations, a frequent contributor at the iMedia Summits and served on committees within the IAB, Media Ratings Council (MRC), DoubleClick and the 212 New York Interactive Ad Club. Burnham has a passion for people and dedicated her career to the human element of digital transformation.

Clients

I believe...

"Technology exists to help build a complete picture of each customer in order to act with appropriate and authentic empathy and courtesy."

Jessica Camporeale

Project Manager

Jessica has a project management background with experience working in various industries: health and wellness, supplemental education, finance and insurance. In addition to managing the Strativity Office, Jessica provides hands-on support for various clients and projects. She graduated in 2010 from James Madison University with a degree in Media Arts and Design, with a concentration in Corporate Communication and a double-minor in Spanish and Italian. 

Clients

Kia

I believe...

"…in starting the day with an intent to impress and surprise. FYI – it’s contagious."

Steve Cohn

Learning Director

Steve Cohn has helped thousands of companies, seminar participants and audience members create better and more successful relationships with customers, employees and each other during the past 18 years. He has shared his passion for great customer experiences as a seminar leader, speaker and consultant in 35 states, 12 countries, and Puerto Rico. He is the author of the book, It’s Not Rocket Service.

Clients

Mercedes-Benz, Mastercard, Kia, IBM, FedEx International, Key Bank, Atmos Energy, Cable & Wireless, e.On, Mazda, Raymond Weil, Delta Air Lines

I believe...

"People have come to feel dehumanized by an impersonal, technological business world where they rarely get to interact with a live person. They’re extremely frustrated and ready to switch to anyone who will treat them better."

Connect with me:

Tim Douek

Principal

Tim helps clients focus on the critical steps and initiatives needed to improve operational and business outcomes. Over the last seventeen years he has concentrated on customer experience innovation, operations management, and performance improvement solutions, always with a focus on enhancing stakeholder satisfaction, improving efficiency and lowering costs. He has led the design and implementation of a wide range of customer experience, strategic planning, program design, operational assessment and performance improvement engagements for clients in the USA, Canada and Europe.

Clients

Arizona Public Service, Washington Gas, Duke Energy, Exelon, National Grid, Guardian Insurance, L'Oreal, Frito-Lay, Citi.

I believe...

"True operational and financial success can only be achieved and maintained by customer and employee centric organizations."

Connect with me:

Frank Furbacher

Consultant

Stephanie Gere

Relationship Development

Danny Hadas

Program Manager

Peter Haid

Director

Monica Joffe

Project Coordinator

Frank Furbacher

Consultant

Frank joined Strativity after spending eight years in the online education industry. With Lawline Frank served as the Vice President of Operations for the nation’s leading continuing legal education company. He is a graduate of Manhattanville College and currently serves as the Vice President of the college’s Alumni Board Association. Frank is also a certified Frame of Mind Coach and is dedicated to organizational and personal change management.

Clients

Mazda

I believe...

"What a company focuses on will grow. What companies should be focusing on are their customers!"

Stephanie Gere

Relationship Development

Stephanie Gere plays a key role in nurturing and developing new contacts for and existing relationships, for new business opportunities. Her entire career has revolved around customer interactions, sales, and business development, with experience in sales administration, recruitment, and b2b selling. Her exposure to the restaurant and retail business has also helped her gain knowledge on customer experience in a different light.

Stephanie is passionate about creating a domino effect where happy, engaged employees provide excellent experiences to their customers, inspiring them to perpetuate good vibes in all of their daily interactions.

Clients

I believe...

"that customer experience is inherent - it starts with who you are and reflects through what you do"

Danny Hadas

Program Manager

Danny has been helping businesses build incredible experiences for their employees and customers since 2008. He is a dynamic leader, always bringing the human element to every problem he’s asked to consider. Danny has served some of the world’s most recognized brands and continues to do so with Strativity.

Clients

Mazda

I believe...

"The foundation for any experience in life can be determined by one thing: expectations."

Peter Haid

Director

Peter has more than 16 years of B2B/B2C experience in the areas of Customer Experience Management (CEM), market research, advisory/consulting services, engineering, operations, M&A, strategic partnerships, performance measurement, and product management.


In recent years Peter earned his practitioner badge by leading two F500 global CX programs. This allowed him to mature his skills in all aspects of CEM, including assessments, strategy, brand alignment, employee engagement, Voice of Customer programs, measurement methodologies, customer insights, market segmentation, personas, journey mapping, process design, text and speech analytics, social strategies, and vendor evaluations.


At Strativity, Peter and his colleagues transform Customer Experience insight into real-world action, offering corporations and brands the tools, training and thought leadership they need to become fully customer centric.
Prior to joining Strativity, Peter was Vice President of Business Lines at E Source – providing research and advisory solutions to the utility industry in North America.

Clients

I believe...

"Customers and employees simply want transparency…especially when things go wrong. Excellence awaits the few, brave companies who pledge never to hide."

Monica Joffe

Project Coordinator

Monica began her work with Strativity as a Scheduling Coordinator in September of 2015 and is currently a Project Coordinator. She is a graduate of Rider University possessing a BA in Elementary Education and English with a minor in Math. Prior to joining Strativity, Monica was a 5th grade teacher in the New Milford and Teaneck, New Jersey school districts.

Clients

Mercedes-Benz USA, Mercedes-Benz Canada, Mazda, Cuna Mutual Group, Molina Healthcare, & Strayer University

I believe...

"that customer experience has the ability to affect more than just the customer you helped; customer experience touches the lives of many."

Edward Kang

Graphic Designer

Anthony LaRocca

Project Manager

Andrew McInnes

Head of Sales

Wayne Morris

Principal - Canada

Ed Murphy

Principal, Research, Measurement and Metrics

Edward Kang

Graphic Designer

Edward has a passion for both graphic design and customer experience. After graduating from School of Visual Arts in New York City, he spent most of his time designing various graphic design-related opportunities. He also worked in sales where he learned about enhancing customer experiences. As a result, Edward achieved top salesman recognition regularly.

At Strativity, Edward persistently strives to provide tasteful aesthetics and cutting-edge designs. Well-versed in print, web, identity, packaging, and environmental graphic design, Edward embraces various design related projects that will assist clients to take their customer experience to the next level.

Clients

I believe...

"In creating purposeful design where all aspects aspire to a goal, just as each touchpoint aims to provide an excellent customer experience."

Anthony LaRocca

Project Manager

Anthony has a diverse background in the use of market research to help guide corporate strategy. Since graduating from Rutgers University with a degree in Business Economics, he has been involved in a number of complex research projects which include educating the U.S. government on emerging industry trends and helping extend the product offerings of Fortune 100 companies. Prior to joining Strativity, Anthony worked on perfecting client advertising strategies for one of the largest market research companies in the world.

Clients

Mastercard, U.S. Department of Defense, Mondelez International

I believe...

"That companies throwing more and more money into marketing and sales are only delaying the inevitable. Customer experience is the evolution of these strategies, and those that choose to evolve will grow to dominate their markets."

Andrew McInnes

Head of Sales

Andrew has more than 10 years of experience in CX, working across several functional roles to help large organizations create and sustain customer focus. His experience spans research, consulting, technology, marketing, and sales. He is a recognized thought leader and active member of the CX community.

Prior to joining Touchpoint Dashboard and Strativity, Andrew held sales and marketing roles at CX research and technology firm MaritzCX. Before that, he was an Analyst in Forrester’s Customer Experience practice, where his primary areas of expertise were customer journey mapping, CX technology, and voice of customer programs.

Clients

Mercedes Benz, AEP Energy, Fortis BC, Nicor Gas, Orlando Utilities Commission, BC Hydro, AGL, PG&E, PPL, SDG&E, Xcel Energy, Royal Bank of Scotland and Marriot Hotels

I believe...

"CX is essentially a remedial discipline – guiding companies to act the way they always should have. If we can reconnect employees with customers in a real way, we can get everyone back on the path to win-win relationships"

Wayne Morris

Principal - Canada

Wayne Morris has 20 years of global experience in customer experience management, customer care strategy and contact centre operations; and has had the privilege of assisting organizations transform the way they deliver value to their customers. Wayne has years of hands on experience in delivering customer service excellence; having led performance contact centres across multiple industry sectors including: Financial Services (Banking and Insurance), Telecommunications, Environmental Services, and Consumer Products. As a Senior Manager at Deloitte Consulting, Wayne specialized in customer experience and contact centre strategy as well as operational transformations; and helped organizations deliver on their promises to customers while driving business results.

Clients

Johnson Diversey, WellPoint, Enbridge Gas Distribution, Shell Canada, TD Canada Trust, BMO, Sears Canada, Sunlife Financial, AstraZeneca Canada

I believe...

"Delivering simply good service to your customers no longer separates you from the pack – ‘good’ is the new average, and is quickly forgotten. Great companies find a way to deliver consistently on their brand promise so well, that their customers feel like telling the world whenever it happens."

Connect with me:

Ed Murphy

Principal, Research, Measurement and Metrics

Ed has over 25 years of global experience, helping companies understand and communicate with their customers by providing actionable consumer insights. Ed has worked on a diverse mix of industries, including: Retail, Restaurant, Pharmaceutical, Consumer Goods, Communications, Gaming, Beverages, Tobacco, Travel & Leisure, Media, and Financial Services. Prior to joining Strativity, Ed founded New Age Consumer Insights & Analytics and was Senior Vice President, US Retail and Restaurant Practice Head, at Synovate.

Clients

Iron Mountain, Mercedes-Benz, MasterCard, CDI

I believe...

"Regardless of the industry, customers’ experience impacts companies’ bottom line. In today’s Web 2.0 world, the Customer’s voice is truly impactful with poor and great experiences being broadcasted globally."

Connect with me:

David J. Nash

Senior Director-Customer Strategy & Analytics

Alexis Ruiz

Office Manager

Kelly Sirimoglu

Director, Marketing & Communications

Brianne Spinelli

Copywriter

Michael Starr

Principal

David J. Nash

Senior Director-Customer Strategy & Analytics

Dave has over 20 years of experience in both management and technology consulting and executive positions in customer experience and analytics-enabled customer strategy across multiple industries, including healthcare, pharmaceutical and life sciences, banking, insurance, investment management, telecommunications, consumer and technology, travel services, and energy and utilities

Prior to joining Strativity, Dave was with Parnassus Consulting where he led the Customer Experience practice, Merkle, Inc. where he was Senior Director in Customer Strategy Services, and West Monroe Partners where he was Director-Customer Strategy & Insights within the Customer Experience practice.

Dave holds a BA in Management/Finance from Case Western Reserve University, a MS in Integrated Marketing from Northwestern University and a MBA from The University of Chicago Booth School of Business.

Clients

Cadillac, BD, Yum! Brands

I believe...

"that an analytics-driven customer experience strategy is essential to insight-driven relationships and a seamless, optimized, multi-channel experience"

Alexis Ruiz

Office Manager

Alexis is a graduate of the University of Connecticut with a B.S. in Biological Sciences. Her extensive background in administrative work has allowed her to become an important resource for all departments within the company. She also utilizes her customer experience background to further her skillset within the company. Prior to working at Strativity Group, Inc. she worked as administrative support across many industries.

Clients

I believe...

"Genius consists not in seeing more than other people, but in seeing things differently."

Kelly Sirimoglu

Director, Marketing & Communications

Kelly has over 20 years of marketing, advertising and branding research and consulting experience, helping companies listen to their customers. Though she has worked with companies in many industries, Kelly has focused primarily in automotive, petroleum, media and cosmetics. Prior to joining Strativity Kelly worked as Director of Consumer Marketing with IRI and as VP Business Development with TNS Global Research.  

Clients

Delta Air Lines, Kia, Mercedes-Benz, Novo Nordisk

I believe...

"Communication is key in any relationship – especially the one you have with your customers."

Brianne Spinelli

Copywriter

Brianne Spinelli has a diverse background with experience writing for various forms of media in a variety of subject areas. She is a graduate of William Paterson University of New Jersey with a degree in English. Brianne brings creativity, a love of grammar, and a generous amount of enthusiasm to the Strativity team.

Clients

Kia, Ameri-Gas, Mercedes-Benz, Mazda

I believe...

"An organization can be only as good as the people within it. Happy employees want to give their all, which, in turn, leads to delighted customers."

Michael Starr

Principal

Michael Starr has had the privilege of helping companies transform their customer experience for the past eleven years through his work at Strativity Group, American Express, where he was Director of Customer Experience, and at Bain & Company.  Michael has co-written several of Strativity Group’s studies on customer experience, including a study of almost 2,000 consumers in 2009.  Michael also co-wrote Strativity’s white paper on the Economics of Customer Experience.

Clients

MasterCard, Mercedes-Benz, Bank of Montreal, Mass Mutual, Capital One, Canada Post, New York Times, OptumRx, MTN, Etisalat, CACI, Wiley Publishing, Thomson Reuters, Novo Nordisk, Amerigas, Gamma Dynacare Medical Laboratories, New York Times

I believe...

"Customer-centricity is not just a nice-to-have. When customers are loyal, they make decisions based on more than price. Great customer experience drives profitability."

Connect with me:

Ildi Varga

Project Manager

Alexa Waldron

Controller

Lacey Zuretti

Program Manager

Cyrus Allen

Managing Partner

Lachlan Austin

Director

Ildi Varga

Project Manager

Ildi Varga is a project manager with considerable experience in quantitative consumer market research. Over the past six years she has helped clients interpret consumer insights to better understand their customers through a variety of different kinds of research, conducted both in the US and internationally. Prior to joining Strativity, she worked for market research suppliers such as FRC Research, Synovate and HCD Research.

Clients

Unilever, B&G, P&G, Kraft, MasterCard, National Dentex Corporation

I believe...

"Understanding your customers is the first step to developing a lasting relationship with them."

Alexa Waldron

Controller

Alexa has been serving as Strativity's Controller since May 2015. Previously, Alexa was the Finance Manager at leading international trade show organizer Kallman Worldwide, Inc. where she was in charge of financial analysis, budgets, forecasting, and FX Trading. Alexa earned her Bachelor’s degree at Bentley University, with a major in finance and a minor in management.

Clients

I believe...

""

Lacey Zuretti

Program Manager

Lacey Zuretti is a Program Manager at Strativity Group, Inc., and was hired to work hand-in-hand with the analytics team. Lacey is a forward-thinking professional with experience implementing, managing and maintaining projects in the areas of process optimization and innovation, compliance & quality management, business development and employee training and development.

Clients

Mercedes-Benz, Iron Mountain, BMO Harris Private Bank, Mikyajy

I believe...

"Creating an emotional connection with customers will lead to a great customer experience and leave a lasting impression."

Connect with me:

Cyrus Allen

Managing Partner

Cyrus Allen brings extensive experience driving customer agendas in large organisations both within Australia and internationally. Prior to joining Stativity, Cyrus held senior customer experience roles within the Telecommunications & Finance sectors. As Director Customer Experience at Telstra Corporation, he established the customer experience program and deployed their first brand experience facility (the Telstra Experience Centre), and drove the experience agenda as Head of Digital Customer Experience at ANZ Banking Group. Additionally, Cyrus brings broad experience in product and marketing strategy roles domestically and internationally. In these roles, Cyrus defined customer strategies, established organisational capability and delivered change across a wide range of programs, products and business areas.

Clients

Australia Post, CBA, Synergy, Water Corporation, HCF, IRT, Employers Mutual, Seek, Credit Union Australia, Pearson, Super Retail Group, Janssen Pharmaceuticals, G8 Education, Laminex.

I believe...

"A great promise well delivered is the cornerstone of a successful brand!"

Connect with me:

Lachlan Austin

Director

Lachlan specializes in customer-centricity assessment and strategy development, assisting executive management teams better understand and enhance the customer experience within their businesses. Prior to joining Strativity, Lachlan held a number of senior executive and leadership roles in prominent Australian businesses, and brings over 25 years’ commercial experience from a very broad range of industries and business functions. Lachlan’s key areas of expertise are in organizational alignment, market strategy development, and cultural transformation – drawing on his experience in market research, business analysis, marketing and innovation management. He excels at “humanising” business processes, and operates most comfortably at the interface between process and people to nurture great results.

Clients

WSU, Allity, Schneider Electric

I believe...

"All business ultimately boils down to engaging people in an idea – and this is true of the organisation’s staff as much as its customers. So much value can be unlocked within organisations by inspiring and empowering people through a vision, and working 'through and with' those people to tackle complex business issues."

George Bej

Director

Dr. Robert Dew

Associate Director

Carole Hillier

Research Coordinator

Michel Hogan

Associate Director

Mike Kersten

Director (Australia & New Zealand)

George Bej

Director

George has worked with some of Australia’s leading companies, specializing in the application of customer centricity lenses in order to assist executive management teams enhance customer experience. Prior to working with Strativity, George occupied a number of senior executive roles in tough industrial markets with more than 30 years' commercial experience across a range of industries and organizations. He has implemented customer focused programs that have led to revenue growth, improved retention and bottom line. George specializes in accelerating business performance, bringing tools and insights that can underpin successful transformation programs. George’s approach draws upon disruption theory, design thinking, entrepreneurialism and innovation.

Clients

Super Retail Group, Rebel Sports, UniSuper, Employers Mutual Limited, IRT.

I believe...

"Some of the most exciting innovation that is going on in the business space is coming from disruptive, customer centric start-ups with limited access to capital and resources … and they are successfully taking on very large global segments and brands"

Dr. Robert Dew

Associate Director

Robert Dew has worked with some of Australia’s biggest companies in his role as a Associate Director with Strativity Group – specialising in quantitative modeling, improvement prioritisation and insight driven innovation. Prior to working with Strativity, Robert consulted in evidence based innovation development to clients including Thiess and KLM. In these projects, Rob combined strategic innovation management, motivational psychology and statistical analysis to design profitable growth initiatives with outstanding customer engagement. Rob also lectures for MBA programs around the world in Entrepreneurship and Creative Problem Solving.

Clients

Australia Post, CBA, Credit Union Australia, Virgin Australia, Pearson, Flight Centre, QUT, BMA, Super Retail Group, Janssen Pharmaceuticals.

I believe...

"You can’t learn less. Insight driven innovation is the surest path to extraordinary profitability."

Carole Hillier

Research Coordinator

Carole is responsible for Strativity’s field research recruitment and scheduling. Building on a career of enhanced customer service in the retail sector, Carole has 5 years’ experience working across Strativity’s client base to ensure that the ‘experience’ of participating in our research is a first rate one.

Clients

Super Retail Group, Laminex, Janssen Pharmaceuticals, G8 Education, CBA.

I believe...

"To do the job that I perform at Strativity one has to be able to listen to people and make them feel comfortable and confident that what they have to say will make a difference. That everyone has the capacity in their own way to contribute to making our world a better place"

Michel Hogan

Associate Director

Michel is a seasoned brand advocate with more than 20 years of experience. Whether she’s guiding strategy, understanding segments, delving into operational processes and procedures, bringing together digital and physical environments or developing communications approaches, Michel maintains a keen focus on the promises an organisation can both make and keep. With an eclectic mix of SME, large enterprise, and not-for-profit clients in both Australia and the United States, Michel offers proven expertise in combining data analysis with creative insight to build true alignment and drive results. She holds a Bachelor’s Degree in Design from RMIT, is a regular contributor and speaker on the subjects of brand, marketing and customer experience, and contributes regularly to SmartCompany.

Clients

CBA, Synergy, Employers Mutual, Seek, G8 Education.

I believe...

"in questions, relationships, doing work with purpose and in the problem-solving capacity of a cup of tea."

Mike Kersten

Director (Australia & New Zealand)

Mike Kersten blends strategic and operational management experience in customer service strategy, voice of customer programs, channel strategy and operational excellence transformations. As a Director with Strativity Mike has worked with numerous top tier companies across multiple sectors including manufacturing, financial services, pharmaceutical, superannuation, retirement, hospital and utility services. He has designed and deployed enterprise level customer experience strategies, managed customer experience improvement projects, voice of the customer programs and customer-centric development programs.

Prior to his consulting career Mike held senior roles within Financial Services, including Head of Customer Strategy and Head of Business Optimisation with AMP.

Mike also has significant experience within the government sector having held several executive roles across a broad range of corporate and external service provision portfolios. He holds Masters Degrees in specialist areas of Education (University of Western Australia) and Law (Macquarie University).

Clients

Laminex, HCF, CBA, CommSec, Jansen Pharmaceutical, Water Corporation, BT, Calvary Hospital, SunSuper, Weight Watchers, Cbus, UniSuper

I believe...

"Customer Strategy is 80% execution – Great strategies are designed with execution in mind and result in earlier and more optimal outcomes than those designed to (just) look pretty on a page!"

Brad Meehan

Managing Director

Josephine Monger

Director

Matt Poll

Director

Zareen Rizvi

Marketing & Admin Coordinator

George Bej

Director

George has worked with some of Australia’s leading companies, specializing in the application of customer centricity lenses in order to assist executive management teams enhance customer experience. Prior to working with Strativity, George occupied a number of senior executive roles in tough industrial markets with more than 30 years' commercial experience across a range of industries and organizations. He has implemented customer focused programs that have led to revenue growth, improved retention and bottom line. George specializes in accelerating business performance, bringing tools and insights that can underpin successful transformation programs. George’s approach draws upon disruption theory, design thinking, entrepreneurialism and innovation.

Clients

Super Retail Group, Rebel Sports, UniSuper, Employers Mutual Limited, IRT.

I believe...

"Some of the most exciting innovation that is going on in the business space is coming from disruptive, customer centric start-ups with limited access to capital and resources … and they are successfully taking on very large global segments and brands"

Dr. Robert Dew

Associate Director

Robert Dew has worked with some of Australia’s biggest companies in his role as a Associate Director with Strativity Group – specialising in quantitative modeling, improvement prioritisation and insight driven innovation. Prior to working with Strativity, Robert consulted in evidence based innovation development to clients including Thiess and KLM. In these projects, Rob combined strategic innovation management, motivational psychology and statistical analysis to design profitable growth initiatives with outstanding customer engagement. Rob also lectures for MBA programs around the world in Entrepreneurship and Creative Problem Solving.

Clients

Australia Post, CBA, Credit Union Australia, Virgin Australia, Pearson, Flight Centre, QUT, BMA, Super Retail Group, Janssen Pharmaceuticals.

I believe...

"You can’t learn less. Insight driven innovation is the surest path to extraordinary profitability."

Carole Hillier

Research Coordinator

Carole is responsible for Strativity’s field research recruitment and scheduling. Building on a career of enhanced customer service in the retail sector, Carole has 5 years’ experience working across Strativity’s client base to ensure that the ‘experience’ of participating in our research is a first rate one.

Clients

Super Retail Group, Laminex, Janssen Pharmaceuticals, G8 Education, CBA.

I believe...

"To do the job that I perform at Strativity one has to be able to listen to people and make them feel comfortable and confident that what they have to say will make a difference. That everyone has the capacity in their own way to contribute to making our world a better place"

Michel Hogan

Associate Director

Michel is a seasoned brand advocate with more than 20 years of experience. Whether she’s guiding strategy, understanding segments, delving into operational processes and procedures, bringing together digital and physical environments or developing communications approaches, Michel maintains a keen focus on the promises an organisation can both make and keep. With an eclectic mix of SME, large enterprise, and not-for-profit clients in both Australia and the United States, Michel offers proven expertise in combining data analysis with creative insight to build true alignment and drive results. She holds a Bachelor’s Degree in Design from RMIT, is a regular contributor and speaker on the subjects of brand, marketing and customer experience, and contributes regularly to SmartCompany.

Clients

CBA, Synergy, Employers Mutual, Seek, G8 Education.

I believe...

"in questions, relationships, doing work with purpose and in the problem-solving capacity of a cup of tea."

Mike Kersten

Director (Australia & New Zealand)

Mike Kersten blends strategic and operational management experience in customer service strategy, voice of customer programs, channel strategy and operational excellence transformations. As a Director with Strativity Mike has worked with numerous top tier companies across multiple sectors including manufacturing, financial services, pharmaceutical, superannuation, retirement, hospital and utility services. He has designed and deployed enterprise level customer experience strategies, managed customer experience improvement projects, voice of the customer programs and customer-centric development programs.

Prior to his consulting career Mike held senior roles within Financial Services, including Head of Customer Strategy and Head of Business Optimisation with AMP.

Mike also has significant experience within the government sector having held several executive roles across a broad range of corporate and external service provision portfolios. He holds Masters Degrees in specialist areas of Education (University of Western Australia) and Law (Macquarie University).

Clients

Laminex, HCF, CBA, CommSec, Jansen Pharmaceutical, Water Corporation, BT, Calvary Hospital, SunSuper, Weight Watchers, Cbus, UniSuper

I believe...

"Customer Strategy is 80% execution – Great strategies are designed with execution in mind and result in earlier and more optimal outcomes than those designed to (just) look pretty on a page!"