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  • We recently participated in two industry conferences hosted by Consero – one for Learning & Development (L&D) executives, the other for Customer Experience (CX) executives. We were struck by the consistent themes that came up across the two events, despite the different audiences and agendas.......

  • A few years ago, we were working with a global shipping and logistics company to solve some basic challenges related to customer experience and loyalty. They’d invested in cost-cutting efforts for years, and they lost focus of the experience they were delivering to customers (…and......

  • What truly differentiates a company? Lots of things. Products come immediately to mind. Great products have helped create many great brands. But is that enough? Is it sustainable? Take Tesla, the pioneer of mainstream electric vehicle technologies and scrappy challenger to the industry status quo,......

  • A few colleagues and I were recently facilitating a co-creation workshop with a group of Director and VP level managers at a large manufacturing and distribution company, helping them define the ideal service experience for their customers and channel partners. As usual, we started talking......

  • Journey Mapping is only two words, but it seems to have infinite definitions and implementation possibilities. On the surface it can seem like a bad thing that we aren’t on the same page for operationalizing Journey Mapping because the “rules” of the methodology aren’t being......

  • Yes, you were assigned to lead the customer experience (CX) transformation. You’ve done your journey mapping, and your customer feedback surveys are in place, but there’s something missing. Wait a minute… it’s your CEO! She put you in the role, but now she doesn’t seem......

  • What truly differentiates any company? Well, lots of things. Products, of course, are right up at the top. Great products help create and sustain great brands. But is that enough?   Tesla, the pioneer of mainstream electric vehicle technologies and scrappy challenger to the mainstream......

  • By Lior Arussy, appearing in CustomerThink.com 2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around......

  • Implementing customer-centric transformation is difficult for most organizations. Automotive manufacturers have the additional complexity of creating consistent customer experiences across dealerships that are franchised businesses or parts of larger automotive groups. This year, several Strativity clients met that challenge head-on. Forrester’s 2018 US Luxury Auto......

Thought Leadership

Using Behavioral Economics To Create Exceptional Customer Experiences

Behavioral economics accepts that consumers are often irrational and make decisions based on various influences. By leveraging behavioral economics, companies design exceptional customer experience and even “nudge” customers to certain preferred behaviors or interactions to exceptionalize the customer experience and optimize customer lifetime value.

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IRT: A Customer Experience Case Study from Australia’s Aged Care Industry

In this case study of Illawarra Retirement Trust (IRT), the seniors’ living development, Strativity Australia explores the impact committing to a customer experience strategy has on developing a more customer centric culture. Spanning from the NSW South Coast to Sydney, IRT’s intrinsic motivation is the…

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Six Steps to Journey Management

Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an organization to remain on course in its efforts to optimize the journey and the customer experience. This six-step process of connecting…

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An Introduction to Journey Mapping, Journey Prioritization, and Journey Management

Journey mapping is the starting point for customer experience efforts in many organizations. While an important initial step in improving the experience organizations deliver to customers, on its own, journey mapping does little to change an organization’s customer experience for the better. Meaningful improvement in…

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Keep me updated and inspired with new blogs and thought leadership

Thanks for visiting. If you’d like to access our thought leadership resources, please share your name and email address to receive a confirmation email that will unlock exceptional resources for you during this session.






Keep me updated and inspired with new blogs and thought leadership

Thanks for visiting. If you’d like to access our thought leadership resources, please share your name and email address to receive a confirmation email that will unlock exceptional resources for you during this session.






Keep me updated and inspired with new blogs and thought leadership

Thanks for visiting. If you’d like to access our thought leadership resources, please share your name and email address to receive a confirmation email that will unlock exceptional resources for you during this session.






Keep me updated and inspired with new blogs and thought leadership