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  • 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......

  • The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Risks of a trade war, higher oil prices, rising interest rates, and other geopolitical factors have all had an effect. The S&P 500 has moved by at least 1% approximately 40% of the......

  • Dear Friends, Colleagues and fellow proponents of change: On May 15 my new book Next Is Now – 5 Steps For Embracing Change will be released.  I dedicated 2.5 years of my life to writing this book for a single reason: to help people stop......

  • In the past 16 years, I have been involved in over 200 customer centric transformations with organizations around the globe.  Like me, you might think that becoming customer centric is common sense, that it should not be so difficult.  You may also think that it......

  • Inc.com April 12, 2018 Engagement declines when employees feel disconnected. Here’s what to do. by Alison Davis, Founder and CEO, Davis & Company Many elements contribute to morale. So it’s often difficult to know what to focus on to improve employee engagement. That’s why the......

  • By Gwen Moran, April 29, 2018 FastCompany.com Whether you’re working for a promotion or trying to change jobs altogether, every career requires a measure of change. For those craving something new or different in their work lives, the people who manage change for a living......

  • The CEO Magazine   Organizations and executives crave predictability and consistency. Bearing the burden of accountability to stockholders and stakeholders, CEOs seek complete visibility to their companies’ operation, performance, and results. This obsession with consistency and predictability is what often keeps organizations from adapting more......

  • Take time to think about what’s next.  Click Here to view....

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