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.
HCF, IRT, Employers Mutual, Seek
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).
Laminex, HCF, CBA, CommSec, Jansen Pharmaceutical, Water Corporation, BT, Calvary Hospital, SunSuper, Weight Watchers, Cbus, UniSuper
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.
CBA, Synergy, Employers Mutual, Seek, G8 Education.
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.
Super Retail Group, Laminex, Janssen Pharmaceuticals, G8 Education, CBA.
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.
Super Retail Group, Rebel Sports, UniSuper, Employers Mutual Limited, IRT.
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.
WSU, Allity, TAL, Canon, Icon Water, Equifax
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.
Australia Post, CBA, Synergy, Water Corporation, HCF, IRT, Employers Mutual, Seek, Credit Union Australia, Pearson, Super Retail Group, Janssen Pharmaceuticals, G8 Education, Laminex.
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 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.
Unilever, B&G, P&G, Kraft, MasterCard, National Dentex Corporation
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.
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 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.
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.
Cadillac, Fresenius Kidney Care, and Mercedes-Benz Canada
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.
Cadillac, BD, Yum! Brands
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.
Iron Mountain, Mercedes-Benz, MasterCard, CDI
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.
Johnson Diversey, WellPoint, Enbridge Gas Distribution, Shell Canada, TD Canada Trust, BMO, Sears Canada, Sunlife Financial, AstraZeneca Canada
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.
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 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.
Mastercard, U.S. Department of Defense, Mondelez International
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.
Mercedes-Benz USA, Mercedes-Benz Canada, Mazda, Cuna Mutual Group, Molina Healthcare, & Strayer University
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 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.
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.
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.
BMW, Mazda, Southeast Toyota, Volvo/Mack, The Kennedy Center, AEP Energy, Arizona Public Service, Washington Gas, Duke Energy, Exelon, National Grid.
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.
Mercedes-Benz, Mastercard, Kia, IBM, FedEx International, Key Bank, Atmos Energy, Cable & Wireless, e.On, Mazda, Raymond Weil, Delta Air Lines
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.
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).
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.
Mercedes-Benz, Novo Nordisk, Sage, E.On, Honeywell Aerospace, MasterCard, Procure, Kia, Great Wolf Lodge
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.
Mercedes-Benz, AmeriGas, Kia
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