Forrester’s Evaluation of CX Strategy and Business Transformation Providers20190611101650
Forrester’s Evaluation of CX Strategy and Business Transformation Providers
Forrester Research recently released its first in-depth evaluation of customer experience (CX) consulting firms, The Forrester Wave™: CX Consulting Pr...
Before & After Design Thinking20190329155734
Before & After Design Thinking
It’s not uncommon that I hear clients ask for clarity around what Design Thinking is all about. Some of them hear the buzzword and leave it at that, w...
The Intersection of Human Resources & Customer Experience – Observations from Recent Industry Conferences20190227160238
The Intersection of Human Resources & Customer Experience – Observations from Recent Industry Conferences
We recently participated in two industry conferences hosted by Consero – one for Learning & Development (L&D) executives, the other for Custom...
Your CX Is Stuck, Now What? 7 Tips To Get Moving In The Right Direction20180718100356
Your CX Is Stuck, Now What? 7 Tips To Get Moving In The Right Direction
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 i...
New Cultural Experience & Performance Index™ Provides Holistic View of Organizational Execution Readiness20180604083250
New Cultural Experience & Performance Index™ Provides Holistic View of Organizational Execution Readiness
June 4, 2018Cultural experience, Culture, culturebydesign, Customer Experience, cxstrategy, CXUPDATE, Employee Engagement, Purpose0 comments
Leading Customer Experience and Design firm Strativity Group unveils the Cultural Experience & Performance (CEP) Index™ for a combined meas...
How to Tame a Volatile Stock Market? Invest in Customer Experience.20180530113139
How to Tame a Volatile Stock Market? Invest in Customer Experience.
May 30, 2018Amazon, custexp, Customer Experience, cxstrategy, CXUPDATE, ROI, Starbucks, YUM Brands0 comments
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 o...
Why Did I Write Next Is Now?20180507085132
Why Did I Write Next Is Now?
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...
The Secret to Transformation Success: Let Go!20180424150619
The Secret to Transformation Success: Let Go!
April 24, 2018Culture, Customer Centricity, Customer Experience, cxstrategy, CXUPDATE, Strategy0 comments
The CEO Magazine Organizations and executives crave predictability and consistency. Bearing the burden of accountability to stockholders and st...
Creating a Patient-Centric Culture, an NHS Elect Interview with Strativity’s Steven Walden20180410090220
Creating a Patient-Centric Culture, an NHS Elect Interview with Strativity’s Steven Walden
April 10, 2018Customer Centricity, Customer Experience, CX, cxstrategy, CXUPDATE, Patient Experience0 comments
Creating a Patient-Centric Culture By Steven Walden, Strativity Group Sue Kong, Director at NHS Elect had the pleasure to interview Steven Walden, UK...
Authority Redefined in Search of Personal Responsibility20180305132644
Authority Redefined in Search of Personal Responsibility
March 5, 2018Customer Experience, Customer Touchpoints, CX, CXUPDATE, Digital, emotional connections, LOYALTY360, Purpose0 comments
Appearing in Loyalty360,org, March 1, 2018 A recent cover story by the Economist, titled “Doctor You,” paints a vivid picture of the future of healthc...