White Papers
Forrester Research Goes In-Depth on CX20190328052047
Forrester Research Goes In-Depth on CX
White Papers
The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019. Why read this report:...
Six Steps to Journey Management20180421061622
Six Steps to Journey Management
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Journey management is defined as “an active process used to optimize the journey over time as the organization and customers ...
Don’t Ask If You Can’t Act20180401062252
Don’t Ask If You Can’t Act
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Companies continually fail to understand the value and purpose of customer surveys from the perspective of their customers. W...
Engaged 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 ...
Drivers for Performance Excellence20180313063241
Drivers for Performance Excellence
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Employee performance excellence is an ongoing, ever-evolving process. Because better performance often translates into better...
Capable, 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...
Designing an Effective Employee Experience20180222224500
Designing an Effective Employee Experience
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Employee experience is not a matter of slogans and empty pats on the back. It is about nurturing a culture and an environment...
A 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...
The Evolution of Customer Experience From Consistency to Purpose20180106064112
The Evolution of Customer Experience From Consistency to Purpose
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Customer relevance is a moving target, and as a result, Customer Experience Design has gone through an evolution. While compa...
The 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...
Using Behavioral Economics To Create Exceptional Customer Experiences20171221072956
Using Behavioral Economics To Create Exceptional Customer Experiences
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Behavioral economics accepts that consumers are often irrational and make decisions based on various influences. By leveragin...
IRT: 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...
Rethink 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...
An 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 ...
Can 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...
Customer 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 ...
Creating Customer Experience in B2B Relationships20171020063515
Creating Customer Experience in B2B Relationships
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Creating successful relationships is radically different in B2B environments from in B2C environments. Customers have differe...
The 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...
Whetting 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...
Managing 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...
Leadership 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. ...
Customer 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...
Do 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 “...
The 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...
Creating 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...
What 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...
CEM 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...
The 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...