White PapersCX Annual Planning for 2021: Program Strategy in a COVID World20200826163956 CX Annual Planning for 2021: Program Strategy in a COVID World White Papers By its nature, annual planning is always a combination of some best-guesses and loose commitments to a possible year ahead. E... Read moreProving ROI in Customer Experience: Research Report20200317070056 Proving ROI in Customer Experience: Research Report White Papers Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that ca... Read moreWorkshop Playbook: 9 Exercises to Spark CX Innovation20200123000927 Workshop Playbook: 9 Exercises to Spark CX Innovation White Papers We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strateg... Read more[Webinar] How Companies Can Connect EX + CX to Achieve Greater Business Impact20191120010528 [Webinar] How Companies Can Connect EX + CX to Achieve Greater Business Impact Videos, White Papers It takes a cohesive, engaged, and empowered team to bring any customer experience to life. Yet too often, organizations fail ... Read moreHow to Write a Great Customer Experience RFP20191111224417 How to Write a Great Customer Experience RFP White Papers Whether you’re writing a Customer Experience RFP, Employee Experience RFP, Organizational Transformation RFP, or any ot... Read more7 Tips to Unite Teams Around Your Customer Experience Strategy20191016073018 7 Tips to Unite Teams Around Your Customer Experience Strategy White Papers The first key to delivering exceptional experiences is, no surprise, an exceptional customer experience strategy — the kind o... Read moreForrester Research Goes In-Depth on CX Consulting20190328052047 Forrester Research Goes In-Depth on CX Consulting White Papers The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019. Why read this report:... Read moreSix Steps to Customer Journey Management20180421061622 Six Steps to Customer Journey Management White Papers Journey management is defined as “an active process used to optimize the journey over time as the organization and customers ... Read moreDon’t Ask If You Can’t Act20180401062252 Don’t Ask If You Can’t Act White Papers Companies continually fail to understand the value and purpose of customer surveys from the perspective of their customers. W... Read moreEngaged Employees Deliver Higher Customer Satisfaction and Greater Profitability20180322062437 Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability White Papers In an ever increasing customer-centric world, employees are the key to unlocking customer loyalty. Engaged employees deliver ... Read moreDrivers for Performance Excellence20180313063241 Drivers for Performance Excellence White Papers Employee performance excellence is an ongoing, ever-evolving process. Because better performance often translates into better... Read moreCapable, Ready, and Willing: the Employee At the Center of the Customer Experience20180228061836 Capable, Ready, and Willing: the Employee At the Center of the Customer Experience White Papers Differentiating one’s products and services from that of their competitors is becoming more challenging because of competitiv... Read moreDesigning an Effective Employee Experience20180222224500 Designing an Effective Employee Experience White Papers Employee experience is not a matter of slogans and empty pats on the back. It is about nurturing a culture and an environment... Read moreA Case for Employee Experience20180202114913 A Case for Employee Experience White Papers While many top executives fully appreciate the importance of redefining their value proposition and creating fascinating cust... Read moreThe Evolution of Customer Experience From Consistency to Purpose20180106064112 The Evolution of Customer Experience From Consistency to Purpose White Papers Customer relevance is a moving target, and as a result, Customer Experience Design has gone through an evolution. While compa... Read moreThe Business Case for Customer Experience20180104071546 The Business Case for Customer Experience White Papers To get your customer experience initiative off the ground, you need buy-in from senior management. Otherwise, it will fail. H... Read moreUsing Behavioral Economics To Create Exceptional Customer Experiences20171221072956 Using Behavioral Economics To Create Exceptional Customer Experiences White Papers Behavioral economics accepts that consumers are often irrational and make decisions based on various influences. By leveragin... Read moreIRT: A Customer Experience Case Study from Australia’s Aged Care Industry20171215060920 IRT: A Customer Experience Case Study from Australia’s Aged Care Industry White Papers In this case study of Illawarra Retirement Trust (IRT), the seniors’ living development, Strativity Australia explores the im... Read moreRethink the Luxury Customer Experience – the Premium is in People and Passion Copy20171207065751 Rethink the Luxury Customer Experience – the Premium is in People and Passion Copy White Papers Luxury products represent the exclusivity and timelessness of refined craftsmanship, and customers of luxury brands are willi... Read moreAn Introduction to Journey Mapping, Journey Prioritization, and Journey Management20171117062041 An Introduction to Journey Mapping, Journey Prioritization, and Journey Management White Papers Journey mapping is the starting point for customer experience efforts in many organizations. While an important initial step ... Read moreCan You Rationally Explain Customer Loyalty?20171105065241 Can You Rationally Explain Customer Loyalty? White Papers If you have a satisfied customer, you must have done something well and surprised your customer in some way. But how long wil... Read moreCustomer Journey Mapping – Doing It Right20171022205520 Customer Journey Mapping – Doing It Right White Papers Journey mapping is the starting point for customer experience efforts in many organizations. While an important initial step ... Read moreCreating Customer Experience in B2B Relationships20171020063515 Creating Customer Experience in B2B Relationships White Papers Creating successful relationships is radically different in B2B environments from in B2C environments. Customers have differe... Read moreThe Five Delight Drivers of the Best Brands20171018070108 The Five Delight Drivers of the Best Brands White Papers A certain class of brands can charge premium prices and retain loyal customers. In this study, Strativity Group sought to dis... Read moreWhetting the Appetite for Change20171005070334 Whetting the Appetite for Change White Papers If you’re responsible for implementing a customer strategy, it is up to you to push for the cx strategy to be internalized an... Read moreManaging Change in Your Ecosystem20170930070548 Managing Change in Your Ecosystem White Papers To understand both the capacity for change and reluctance to change, it is necessary to take a close look at the functional a... Read moreLeadership and Change Management20170917070809 Leadership and Change Management White Papers The transition from product-centricity to customer-centricity is not an incremental change; it is a transformational change. ... Read moreCustomer Service as a Strategic Differentiator20170804211755 Customer Service as a Strategic Differentiator White Papers Long-term success rests on the ability to transform the customer service function into a strategic asset and competitive diff... Read moreDo Customers Really Know What They Want?20170804070955 Do Customers Really Know What They Want? White Papers Customers may not be able to tell you exactly what product or service they want next, but they can provide insight. Through “... Read moreThe Customer is NOT Always Right20170721072104 The Customer is NOT Always Right White Papers The adage that “the customer is always right” is a myth. Customers are often wrong. But how do you handle a customer who is i... Read moreCreating Amazing Customer Experience – Excellence or Consistency20170701071358 Creating Amazing Customer Experience – Excellence or Consistency White Papers We often make the mistake of confusing excellence and consistency. At best, consistency meets customer expectations. But in a... Read moreWhat Do You Call Your Customers20170611071737 What Do You Call Your Customers White Papers Depending on your industry, your customers could bear any number of titles. But what does the way you refer to your customers... Read moreCEM Benchmark – 2014 Customer Experience in Action Study20150202063853 CEM Benchmark – 2014 Customer Experience in Action Study White Papers The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successfu... Read moreThe Corporate Love Meter 201320140701072241 The Corporate Love Meter 2013 White Papers Like an old married couple who lost their spark, many companies focus only on the rational side of the relationship, like con... Read moreStep 1 of 425%How Can We Help?Tell us a little bit about yourself (in 30 seconds or less) and we'll tell you how we can help accelerate your success.* Automotive Healthcare Technology Pharma & Life Sciences Financial Services Travel & Hospitality Arts & Entertainment Manufacturing Power & Utilities Other What’s your main focus?* Customer Experience & Loyalty Employee Experience & Culture Business Transformation & Change What is holding you back?* No clear vision or strategy Management misalignment Employees not getting on board Operational / structural challenges Not sure how to get started Other Please enter your name and email addressWe'll reach out to schedule a free 30 minute strategy session.Name First Last Email*Email I’d like to get occasional insights from Strativity This iframe contains the logic required to handle AJAX powered Gravity Forms.