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24 April, 2018 in Blogs & Articles
The Secret to Transformation Success: Let Go!
10 April, 2018 in Blogs & Articles
Creating a Patient-Centric Culture – An NHS Elect Interview with Strativity’s Steven Walden
05 March, 2018 in Blogs & Articles
Authority Redefined in Search of Personal Responsibility
26 February, 2018 in Blogs & Articles
The Last Mile Challenge
22 February, 2018 in Blogs & Articles
Employee-Led Cultures—Let the People Go Culture!
20 February, 2018 in Blogs & Articles
Why Journey Management Is Better Than Journey Mapping
14 February, 2018 in Blogs & Articles
Strativity Touches Down in Australia with Pareto Fundraising JMA Course
13 February, 2018 in Blogs & Articles
Are You Creating Passion?
03 February, 2018 in Blogs & Articles
Following Best Practices Is Like Driving Forward While Looking In the Rear-view Mirror
30 January, 2018 in Blogs & Articles
Building the Business Case for CX
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  • The Secret to Transformation Success: Let Go!
  • MSNBC’s Your Business: Make Time For The Next
  • Why Exceptional Patient Experience is Critical to the Health of Healthcare
  • Creating a Patient-Centric Culture – An NHS Elect Interview with Strativity’s Steven Walden
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Josephine Monger

I believe…
“That companies who ask themselves “how will this impact my customer?” for every decision made at every level in the organization will reap the rewards of sustained business growth through winning and keeping more customers than companies that don’t.”

Director

Josephine brings substantial executive experience from the energy sector, where she previously created and subsequently led the Digital and Customer Experience team for AGL for over 7 years. In this role she was responsible for developing the customer experience strategy and delivering it through the use of best practice methodologies including customer design principles and journey mapping. In addition, she introduced a comprehensive voice of customer program, customer analytics and a cultural change program to support continuous improvement and focus on the customer. The outcome was a marked increase in customer satisfaction, growth in customer numbers and a shift to customer centricity across the whole company. Josephine also has over 10 years of consulting experience at Accenture and Baringa in London, where she worked with Tier 1 clients across Australia and Europe to develop and deliver IT and customer strategies in response to ever-changing customer, government and technology landscapes. Josephine designs and builds organisational capabilities that deliver sustained improvements in the customer experience leading to tangible business benefits.

 

 

Clients

HCF, IRT, Employers Mutual, Seek

Mike Kersten

I believe…
“Customer Strategy is 80% execution – Great strategies are designed with execution in mind and result in earlier and more optimal outcomes than those designed to (just) look pretty on a page!”

Director

Mike Kersten blends strategic and operational management experience in customer service strategy, voice of customer programs, channel strategy and operational excellence transformations. As a Director with Strativity Mike has worked with numerous top tier companies across multiple sectors including manufacturing, financial services, pharmaceutical, superannuation, retirement, hospital and utility services. He has designed and deployed enterprise level customer experience strategies, managed customer experience improvement projects, voice of the customer programs and customer-centric development programs.

 

Prior to his consulting career Mike held senior roles within Financial Services, including Head of Customer Strategy and Head of Business Optimisation with AMP.

 

Mike also has significant experience within the government sector having held several executive roles across a broad range of corporate and external service provision portfolios. He holds Masters Degrees in specialist areas of Education (University of Western Australia) and Law (Macquarie University).

 

 

Clients

Laminex, HCF, CBA, CommSec, Jansen Pharmaceutical, Water Corporation, BT, Calvary Hospital, SunSuper, Weight Watchers, Cbus, UniSuper

Michel Hogan

I believe…
“in questions, relationships, doing work with purpose and in the problem-solving capacity of a cup of tea.”

Associate Director

Michel is a seasoned brand advocate with more than 20 years of experience. Whether she’s guiding strategy, understanding segments, delving into operational processes and procedures, bringing together digital and physical environments or developing communications approaches, Michel maintains a keen focus on the promises an organisation can both make and keep. With an eclectic mix of SME, large enterprise, and not-for-profit clients in both Australia and the United States, Michel offers proven expertise in combining data analysis with creative insight to build true alignment and drive results. She holds a Bachelor’s Degree in Design from RMIT, is a regular contributor and speaker on the subjects of brand, marketing and customer experience, and contributes regularly to SmartCompany.

 

 

Clients

CBA, Synergy, Employers Mutual, Seek, G8 Education.

Carole Hillier

I believe…
“To do the job that I perform at Strativity one has to be able to listen to people and make them feel comfortable and confident that what they have to say will make a difference. That everyone has the capacity in their own way to contribute to making our world a better place”

Research Coordinator

Carole is responsible for Strativity’s field research recruitment and scheduling. Building on a career of enhanced customer service in the retail sector, Carole has 5 years’ experience working across Strativity’s client base to ensure that the ‘experience’ of participating in our research is a first rate one.

 

 

Clients

Super Retail Group, Laminex, Janssen Pharmaceuticals, G8 Education, CBA.

George Bej

I believe…
“Some of the most exciting innovation that is going on in the business space is coming from disruptive, customer centric start-ups with limited access to capital and resources … and they are successfully taking on very large global segments and brands”

Director

George has worked with some of Australia’s leading companies, specializing in the application of customer centricity lenses in order to assist executive management teams enhance customer experience. Prior to working with Strativity, George occupied a number of senior executive roles in tough industrial markets with more than 30 years’ commercial experience across a range of industries and organizations. He has implemented customer focused programs that have led to revenue growth, improved retention and bottom line. George specializes in accelerating business performance, bringing tools and insights that can underpin successful transformation programs. George’s approach draws upon disruption theory, design thinking, entrepreneurialism and innovation.

 

 

Clients

Super Retail Group, Rebel Sports, UniSuper, Employers Mutual Limited, IRT.

Lachlan Austin

I believe…
“All business ultimately boils down to engaging people in an idea – and this is true of the organisation’s staff as much as its customers. So much value can be unlocked within organisations by inspiring and empowering people through a vision, and working ‘through and with’ those people to tackle complex business issues.”

Director

Lachlan specializes in customer-centricity assessment and strategy development, assisting executive management teams better understand and enhance the customer experience within their businesses. Prior to joining Strativity, Lachlan held a number of senior executive and leadership roles in prominent Australian businesses, and brings over 25 years’ commercial experience from a very broad range of industries and business functions. Lachlan’s key areas of expertise are in organizational alignment, market strategy development, and cultural transformation – drawing on his experience in market research, business analysis, marketing and innovation management. He excels at “humanising” business processes, and operates most comfortably at the interface between process and people to nurture great results.

 

 

Clients

WSU, Allity, TAL, Canon, Icon Water, Equifax

Cyrus Allen

I believe…
“A great promise well delivered is the cornerstone of a successful brand!”

Managing Partner

Cyrus Allen brings extensive experience driving customer agendas in large organisations both within Australia and internationally. Prior to joining Stativity, Cyrus held senior customer experience roles within the Telecommunications & Finance sectors. As Director Customer Experience at Telstra Corporation, he established the customer experience program and deployed their first brand experience facility (the Telstra Experience Centre), and drove the experience agenda as Head of Digital Customer Experience at ANZ Banking Group. Additionally, Cyrus brings broad experience in product and marketing strategy roles domestically and internationally. In these roles, Cyrus defined customer strategies, established organisational capability and delivered change across a wide range of programs, products and business areas.

 

 

Clients

Australia Post, CBA, Synergy, Water Corporation, HCF, IRT, Employers Mutual, Seek, Credit Union Australia, Pearson, Super Retail Group, Janssen Pharmaceuticals, G8 Education, Laminex.

Guido Schlabitz

I believe…
“The intersection of modern web-based visualization and age-old story telling is a potent way to inject empathy into your company. Data and policies are not enough. Strive to provide that human spark, that emotional connection, and customers will respond to the difference.”

Software Consultant

Guido has been writing code since he first saw an 8-bit home computer in 6th grade. While studying at the Technical University of Berlin (Germany) in the mid-90’s, he was pulled into the world of tech start-ups and hasn’t looked back. Having amassed an arsenal of software development skills over the years, he is comfortable with writing apps from scratch or taking an existing code base and whipping it into shape.

 

He delights in making complex technical concepts understandable to non-geeks and helping with strategic decision making. A one-year stint as German/English translator helped him hone his communication skills even further and his German roots also inspire a fervor for neatly engineered solutions and effective employment of resources.

 

During the acquisition of TouchpointDashboard.com, Strativity’s goals of pushing the web app to new heights convinced Guido to leave the freewheeling world of freelancing behind and join forces with the team to build the future of online journey mapping. Bringing together the experience of the development team and the experts at Strativity positions Touchpoint Dashboard at the bleeding edge of the journey mapping community. As Tech Lead at Strativity, Guido has overseen the orderly transition of the Touchpoint Dashboard code base, implemented agile development processes, and helped double the software team. He thrives in the challenge of accelerating team velocity and is excited about the evolution of the app and the features ahead on the roadmap.

Ildi Varga

I believe…
“Understanding your customers is the first step to developing a lasting relationship with them.”

Project Manager

Ildi Varga is a project manager with considerable experience in quantitative consumer market research. Over the past six years she has helped clients interpret consumer insights to better understand their customers through a variety of different kinds of research, conducted both in the US and internationally. Prior to joining Strativity, she worked for market research suppliers such as FRC Research, Synovate and HCD Research.

 

 

Clients

Unilever, B&G, P&G, Kraft, MasterCard, National Dentex Corporation

Michael Starr

I believe…
“Customer-centricity is not just a nice-to-have. When customers are loyal, they make decisions based on more than price. Great customer experience drives profitability.”

Principal

Michael Starr has had the privilege of helping companies transform their customer experience for the past eleven years through his work at Strativity Group, American Express, where he was Director of Customer Experience, and at Bain & Company.  Michael has co-written several of Strativity Group’s studies on customer experience, including a study of almost 2,000 consumers in 2009.  Michael also co-wrote Strativity’s white paper on the Economics of Customer Experience.

 

 

Clients

MasterCard, Mercedes-Benz, Bank of Montreal, Mass Mutual, Capital One, Canada Post, New York Times, OptumRx, MTN, Etisalat, CACI, Wiley Publishing, Thomson Reuters, Novo Nordisk, Amerigas, Gamma Dynacare Medical Laboratories, New York Times

Alexis Ruiz

I believe…
“Genius consists not in seeing more than other people, but in seeing things differently.”

Office Manager

Alexis is a graduate of the University of Connecticut with a B.S. in Biological Sciences. Her extensive background in administrative work has allowed her to become an important resource for all departments within the company. She also utilizes her customer experience background to further her skillset within the company. Prior to working at Strativity Group, Inc. she worked as administrative support across many industries.

 

 

Clients

Mercedes-Benz Canada

Ali Nigh

I believe…
“Each of us is a customer every day of the year – this means that every individual has something meaningful to contribute to this space. Focusing on the human element is the key to designing and delivering a great customer experience.”

Project Manager

Ali is passionate about customer experience and, in particular, the  human element in everyday interactions with brands. She received her International MBA focused on Operations and Supply Chain Management from the University of South Carolina’s Moore School of Business. She also holds a Bachelor of Arts in International Studies with a Minor in French and a Certificate in African Studies from Indiana University.

 

Prior to joining Strativity, Ali worked with Valeocon Management Consulting,  PricewaterhouseCoopers, and Cummins Turbo Technologies focusing on process improvement, process (re)design, strategy, and project management. She also worked with the United Nations World Food Program in South Africa and the United States in the areas of communications, resource management, SAP transition support, and donor relations.

 

 

Clients

Cadillac, Fresenius Kidney Care, and Mercedes-Benz Canada

David J. Nash

I believe…
“that an analytics-driven customer experience strategy is essential to insight-driven relationships and a seamless, optimized, multi-channel experience”

Senior Director-Customer Strategy & Analytics

Dave has over 20 years of experience in both management and technology consulting and executive positions in customer experience and analytics-enabled customer strategy across multiple industries, including healthcare, pharmaceutical and life sciences, banking, insurance, investment management, telecommunications, consumer and technology, travel services, and energy and utilities.

 

Prior to joining Strativity, Dave was with Parnassus Consulting where he led the Customer Experience practice, Merkle, Inc. where he was Senior Director in Customer Strategy Services, and West Monroe Partners where he was Director-Customer Strategy & Insights within the Customer Experience practice.

 

Dave holds a BA in Management/Finance from Case Western Reserve University, a MS in Integrated Marketing from Northwestern University and a MBA from The University of Chicago Booth School of Business.

 

 

Clients

Cadillac, BD, Yum! Brands

Ed Murphy

I believe…
“Regardless of the industry, customers’ experience impacts companies’ bottom line. In today’s Web 2.0 world, the Customer’s voice is truly impactful with poor and great experiences being broadcasted globally.”

Principal, Research, Measurement and Metrics

Ed has over 25 years of global experience, helping companies understand and communicate with their customers by providing actionable consumer insights. Ed has worked on a diverse mix of industries, including: Retail, Restaurant, Pharmaceutical, Consumer Goods, Communications, Gaming, Beverages, Tobacco, Travel & Leisure, Media, and Financial Services. Prior to joining Strativity, Ed founded New Age Consumer Insights & Analytics and was Senior Vice President, US Retail and Restaurant Practice Head, at Synovate.

 

 

Clients

Iron Mountain, Mercedes-Benz, MasterCard, CDI

Wayne Morris

I believe…
“Delivering simply good service to your customers no longer separates you from the pack – ‘good’ is the new average, and is quickly forgotten. Great companies find a way to deliver consistently on their brand promise so well, that their customers feel like telling the world whenever it happens.”

Principal – Canada

Wayne Morris has 20 years of global experience in customer experience management, customer care strategy and contact centre operations; and has had the privilege of assisting organizations transform the way they deliver value to their customers. Wayne has years of hands on experience in delivering customer service excellence; having led performance contact centres across multiple industry sectors including: Financial Services (Banking and Insurance), Telecommunications, Environmental Services, and Consumer Products. As a Senior Manager at Deloitte Consulting, Wayne specialized in customer experience and contact centre strategy as well as operational transformations; and helped organizations deliver on their promises to customers while driving business results.

 

 

Clients

Johnson Diversey, WellPoint, Enbridge Gas Distribution, Shell Canada, TD Canada Trust, BMO, Sears Canada, Sunlife Financial, AstraZeneca Canada

Andrew McInnes

I believe…
“CX is essentially a remedial discipline – guiding companies to act the way they always should have. If we can reconnect employees with customers in a real way, we can get everyone back on the path to win-win relationships.”

Head of Sales

Andrew has more than 10 years of experience in CX, working across several functional roles to help large organizations create and sustain customer focus. His experience spans research, consulting, technology, marketing, and sales. He is a recognized thought leader and active member of the CX community.

 

Prior to joining Touchpoint Dashboard and Strativity, Andrew held sales and marketing roles at CX research and technology firm MaritzCX. Before that, he was an Analyst in Forrester’s Customer Experience practice, where his primary areas of expertise were customer journey mapping, CX technology, and voice of customer programs.

 

 

Clients

Mercedes Benz, AEP Energy, Fortis BC, Nicor Gas, Orlando Utilities Commission, BC Hydro, AGL, PG&E, PPL, SDG&E, Xcel Energy, Royal Bank of Scotland and Marriot Hotels

Anthony LaRocca

I believe…
“That companies throwing more and more money into marketing and sales are only delaying the inevitable. Customer experience is the evolution of these strategies, and those that choose to evolve will grow to dominate their markets.”

Project Manager

Anthony has a diverse background in the use of market research to help guide corporate strategy. Since graduating from Rutgers University with a degree in Business Economics, he has been involved in a number of complex research projects which include educating the U.S. government on emerging industry trends and helping extend the product offerings of Fortune 100 companies. Prior to joining Strativity, Anthony worked on perfecting client advertising strategies for one of the largest market research companies in the world.

 

 

Clients

Mastercard, U.S. Department of Defense, Mondelez International

Monica Bousquet

I believe…
“that customer experience has the ability to affect more than just the customer you helped; customer experience touches the lives of many.”

Project Coordinator

Monica began her work with Strativity as a Scheduling Coordinator in September of 2015 and is currently a Project Coordinator. She is a graduate of Rider University possessing a BA in Elementary Education and English with a minor in Math. Prior to joining Strativity, Monica was a 5th grade teacher in the New Milford and Teaneck, New Jersey school districts.

 

 

Clients

Mercedes-Benz USA, Mercedes-Benz Canada, Mazda, Cuna Mutual Group, Molina Healthcare, & Strayer University

Peter Haid

I believe…
“Customers and employees simply want transparency…especially when things go wrong. Excellence awaits the few, brave companies who pledge never to hide.”

CCXP, Chief Product Officer

Peter has more than 16 years of B2B/B2C experience in the areas of Customer Experience Management (CEM), market research, advisory/consulting services, engineering, operations, M&A, strategic partnerships, performance measurement, and product management.

 

In recent years Peter earned his practitioner badge by leading two F500 global CX programs. This allowed him to mature his skills in all aspects of CEM, including assessments, strategy, brand alignment, employee engagement, Voice of Customer programs, measurement methodologies, customer insights, market segmentation, personas, journey mapping, process design, text and speech analytics, social strategies, and vendor evaluations.

 

At Strativity, Peter and his colleagues transform Customer Experience insight into real-world action, offering corporations and brands the tools, training and thought leadership they need to become fully customer centric.

 

Prior to joining Strativity, Peter was Vice President of Business Lines at E Source – providing research and advisory solutions to the utility industry in North America.

Danny Hadas

I believe…
“The foundation for any experience in life can be determined by one thing: expectations.”

Program Manager

Danny has been helping businesses build incredible experiences for their employees and customers since 2008. He is a dynamic leader, always bringing the human element to every problem he’s asked to consider. Danny has served some of the world’s most recognized brands and continues to do so with Strativity.

 

 

Clients

Mazda

Frank Furbacher

I believe…
“What a company focuses on will grow. What companies should be focusing on are their customers!”

Consultant

Frank joined Strativity after spending eight years in the online education industry. With Lawline Frank served as the Vice President of Operations for the nation’s leading continuing legal education company. He is a graduate of Manhattanville College and currently serves as the Vice President of the college’s Alumni Board Association. Frank is also a certified Frame of Mind Coach and is dedicated to organizational and personal change management.

 

 

Clients

Mazda

Tim Douek

I believe…
“True operational and financial success can only be achieved and maintained by customer and employee centric organizations.”

Principal

Tim leads our Auto and Transportation practice. Over the last twenty years he has concentrated on customer experience innovation, operations management, and performance improvement solutions, always with a focus on enhancing stakeholder satisfaction, improving efficiency and lowering costs. He has led the design and implementation of a wide range of customer experience, strategic planning, program design, operational assessment and performance improvement engagements for clients across multiple sectors in the USA, Canada and Europe.

 

 

Clients

BMW, Mazda, Southeast Toyota, Volvo/Mack, The Kennedy Center, AEP Energy, Arizona Public Service, Washington Gas, Duke Energy, Exelon, National Grid.

Steve Cohn

I believe…
“People have come to feel dehumanized by an impersonal, technological business world where they rarely get to interact with a live person. They’re extremely frustrated and ready to switch to anyone who will treat them better.”

Learning Director

Steve Cohn has helped thousands of companies, seminar participants and audience members create better and more successful relationships with customers, employees and each other during the past 18 years. He has shared his passion for great customer experiences as a seminar leader, speaker and consultant in 35 states, 12 countries, and Puerto Rico. He is the author of the book, It’s Not Rocket Service.

 

 

Clients

Mercedes-Benz, Mastercard, Kia, IBM, FedEx International, Key Bank, Atmos Energy, Cable & Wireless, e.On, Mazda, Raymond Weil, Delta Air Lines

Michelle Burnham

I believe…
“Technology exists to help build a complete picture of each customer in order to act with appropriate and authentic empathy and courtesy.”

Director, Communications & Design, Digital Lead

With 16 years of digital marketing expertise Michelle Burnham possesses a deep understanding and appreciation for how data informs the omni-channel communications process and consumer journey.

 

Over her career, Burnham lead digital media and activation for iconic brands such as L’Oréal, Canada Goose, Citibank, Hertz, The History Channel, A&E, Ace Hardware, Dole Salads, NYU SCPS, Invisalign and Verisign. She is an industry recognized expert in digital marketing operations, a frequent contributor at the iMedia Summits and served on committees within the IAB, Media Ratings Council (MRC), DoubleClick and the 212 New York Interactive Ad Club. Burnham has a passion for people and dedicated her career to the human element of digital transformation.

Jason Burnham

I believe…
“As businesses become more empathetic to the needs and values of their customers, they become empowered change agents and cultural designers for a sustainable future.”

Principal, Communications & Design, Innovation Lead

Jason Burnham thinks systemically about the impact business has on society. He has dedicated his career to helping his clients deliver triple bottom-line (economic, social, and environmental) results. Burnham’s professional purpose is to improve how businesses operate and innovate towards creating a better tomorrow. He believes that by empowering businesses to satisfy the collective needs of their stakeholders in a socially responsible way, businesses can become cultural designers for a sustainable future.

 

Burnham has been honored with B2B Magazine’s “Best and Brightest Media Strategist” award and OMMA Magazine’s “Media Planning and Buying Award”. Burnham is a contributing writer for iMedia Connection and has held positions on the board of directors for the New York Interactive Ad Club, 212, client advisory board for Doubleclick, and the Association for Downloadable Media. Burnham is a leadership coach, corporate trainer, and public speaker for leading industry conferences and events (i.e. Sustainable Brands, Insight Innovation Exchange, iMedia, DigiDay, OMMA, AdTech, Sustainatopia).

Michael Blackmire

I believe…
“Discounts and coupons may stop a customer from walking out the door today, but an employee’s empathy can build a relationship that will last for years.”

Project Manager

While coming to us with a 6 year background in Media & Marketing Research, it has been his 9 year tenure with Strativity that he found his passion for the customer.  Since then, Michael has worked tirelessly to carry that passion and drive to better understand the Customer Experience and what that truly means for his clients and their organizations.  He has contributed in various roles on over 75 customer experience projects and brings both experience and enthusiasm to every project he works on.  Currently, Michael is responsible for managing our technology, e-learning & deployment needs, as well as, the development of new and exciting content to help everyone we deal with better understand the full impact of truly embracing the customer experience and what that can mean to them and their organization.

 

Clients

Mercedes-Benz, Novo Nordisk, Sage, E.On, Honeywell Aerospace, MasterCard, Procure, Kia, Great Wolf Lodge

Joseph P. Baumann

I believe…
“The customer needs to be our priority, both internally and externally. Success or failure is a result of our focus on the customer or lack thereof.”

Chief Operating Officer

Joe Baumann has been a Chief Financial Officer in the luxury goods industry for over 17 years specializing in retail and wholesale distribution. In addition to his financial and operational responsibilities, Joe was instrumental in implementing change management within the companies he has worked for. He has been the lead on several projects that not only impacted the internal policies, procedures and efficiencies of the organization, but also focused on the importance of how change impacts the internal and external customer. Prior to joining Strativity as its Chief Operating Officer, Joe worked for several prestigious companies including Chopard and Bulgari.

 

Clients

Mercedes-Benz, AmeriGas, Kia

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