Shanel has a project management background with experience working in advertising, healthcare, and automotive industries. She uses her knowledge to ensure the scope of a project is on schedule and quality results are produced. She graduated from Thomas Edison State University in 2015 with a degree in Business Administration, with a concentration in Human Resources and Organizational Management.
"Customer loyalty is not earned by only having quality products and services. It’s gained by focusing on the details and creating a customer experience that will lead to lasting relationships."
One of the world’s authorities on customer experience, customer centricity and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands. His methodology enabled Mercedes Benz to take the number 1 position in customer satisfaction in 2 years. Another client, a European logistics corporation leaped from 3% annual organic growth to 44% annual organic growth in just two years.
Mr. Arussy, described by Fast Company Founding Editor, William C. Taylor, “as one of the most provocative business thinkers I know” has also had his achievements recognized by Consulting Magazine which named his company among the Top 7 consulting companies to watch in 2015 and one of the fastest growing Consulting Firms of 2015. He received the 2015 SmartCEO Circle of Excellence Award and in 2015 was honored by CRM Magazine who presented Lior with their “Influential Leaders" award. Arussy was named the #2 Top Global Guru in Customer Service by Global Gurus.
Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard among other companies.
Arussy is also the author of six books including the recently released book Exceptionalize it! (2015) and Customer Experience Strategy (2010). In addition, he has published over 250 articles in publications around the world including the Harvard Business Review.
Capital One, E.ON, Thomson Reuters, SAP, Crowne Plaza Hotels, Orange, Honeywell, FedEx, Merck, Mazda, Mercedes-Benz, The New York Times, Royal Caribbean Cruise Lines, Royal Mail, and Sage
“We are all customers. The inner customer in all of us should guide our performance.”
Alexandra has three years’ experience working in market research. Prior to coming to Strativity, Alexandra was a research analyst at Ipsos and an intern with the U.S. Federal Housing Finance Agency. She graduated from the College of William and Mary in 2013 with a B.S. in Mathematics with a concentration in Statistics.
“building a connection is key for a great customer experience.”
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
“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.”
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
“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.”
Monica began her work with Strativity as a Scheduling Coordinator in September of 2015 and is currently a Project Manager. 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
“that customer experience has the ability to affect more than just the customer you helped; customer experience touches the lives of many.”
Director, Communications & Design
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.
“Technology exists to help build a complete picture of each customer in order to act with appropriate and authentic empathy and courtesy.”
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
“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.”
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.
“True operational and financial success can only be achieved and maintained by customer and employee centric organizations.”
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.
“What a company focuses on will grow. What companies should be focusing on are their customers!”
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.
“Customers and employees simply want transparency…especially when things go wrong. Excellence awaits the few, brave companies who pledge never to hide.”
Tyler joins Strativity from Allergan Pharmaceuticals. He graduated from the College of New Jersey with a degree in Psychology which he will use as he develops client relationships.
“If employees are passionate and believe in what they do and where they work, customers will be eager to develop long lasting relationships.”
Senior Visual Designer
Edward has a passion for both graphic design and customer experience. After graduating from School of Visual Arts in New York City, he spent most of his time designing various graphic design-related opportunities. He also worked in sales where he learned about enhancing customer experiences. As a result, Edward achieved top salesman recognition regularly.
At Strativity, Edward persistently strives to provide tasteful aesthetics and cutting-edge designs. Well-versed in print, web, identity, packaging, and environmental graphic design, Edward embraces various design related projects that will assist clients to take their customer experience to the next level.
Mazda, Fresenius Kidney Care, The Kennedy Center, Mercedes-Benz Canada, Delta, Teva, Southeast Toyota, BMW
“In creating purposeful design where all aspects aspire to a goal, just as each touchpoint aims to provide an excellent customer experience.”
Before joining Strativity, Marwan began his design career as a freelance graphic designer and artist with experience in many design-related areas, including digital marketing, print, and illustration, just to name a few. A graduate of Seton Hall University, Marwan holds a Bachelor of Arts in Art Design and Advertising with a minor in Fine Arts as well as a Bachelor of Arts in Biology.
“businesses who operate with honesty, trust, and open communication produce good relationships and happy customers. And the only thing better than one happy customer is many happy customers!”
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
“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.”
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
“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, 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
“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.”
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
“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.”
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, LLC she worked as administrative support across many industries.
Mercedes-Benz Canada, Volvo
“Genius consists not in seeing more than other people, but in seeing things differently.”
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.
“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.”
Brianne Spinelli has a diverse background with experience writing for various forms of media in a variety of subject areas. She is a graduate of William Paterson University of New Jersey with a degree in English. Brianne brings creativity, a love of grammar, and a generous amount of enthusiasm to the Strativity team.
Kia, Ameri-Gas, Mercedes-Benz, Mazda
“An organization can be only as good as the people within it. Happy employees want to give their all, which, in turn, leads to delighted customers.”
Ildi 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
“Understanding your customers is the first step to developing a lasting relationship with them.”
Lacey is an action-oriented professional who is deeply passionate about designing, managing and maintaining customer-centric transformation projects in the areas of cultural evolution, process optimization and innovation, compliance & quality management and employee training and development.
Lacey has spent her career building meaningful relationships with clients, colleagues and partners in order to achieve results. She utilizes her strong communication skills and collaborative nature to build effective teams and empower them to deliver exceptional.
Throughout her time at Strativity, Lacey has had the privilege of providing consultative guidance and support to clients in a broad range of sectors including healthcare, not-for-profit, automotive, energy, banking, hospitality and professional services. Exposure to various business cultures and widely divergent professionals ensures her comfort level in working with a variety of organizations. She finds great joy and satisfaction working across many industries and always learns something new with every client, while supporting every project with a tried-and-true methodology-backed approach.
Glaxo-Smith Kline, Great Wolf Resorts, The Metropolitan Museum of Art, Protiviti, AmeriGas, Mercedes-Benz USA, Iron Mountain, Fresenius Kidney Care, Biogen
“Creating an emotional connection with customers will lead to a great customer experience and leave a lasting impression.”
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.
“A great promise well delivered is the cornerstone of a successful brand!”
Jennifer Anayo is a Social Anthropologist with a background in Industrial Design and Visual Communication. She is interested in any societal question and believes only an holistic approach can offer insight into a solution.
Her unique interest in Material Culture, Design and Social Change resulted in her Masters thesis, entitled: 'A Cultural Account of Plastic: Its History, Pervasiveness and Visibility’ with Macquarie University. The successful completion of this then opened the door to gain a full scholarship for a PhD with the Royal Melbourne Institute of Technology (RMIT). Her work investigated the digital and transnational negotiation of identity and culture of Niue; a small island developing state in the South Pacific and growing diasporic communities in New Zealand and Australia.
Jennifer brings a deep understanding of research method and technique to help explore the human landscape. Insights gained from such research practice are crucial to inform the design of any target experience.
Metro, Nissan, The University of Melbourne, Miele, Novartis, ANZ, Bankwest, Equifax
“Deep insights are uncovered by observing patterns in behaviour and asking the right questions.”
Administration Manager / Assistant to Executive Team
Rebecca has been with the company for over 3 years and is now responsible for Strativity’s Administration and Finance and assisting the executive team. Prior to moving into this role, Rebecca was looking after field research recruitment, scheduling and program administration.
Rebecca brings with her an uncanny ability to connect with almost anyone and has a background in education, customer service and administration.
Rebecca has worked across Strativity’s client base to ensure that the ‘experience’ of participating in our research is a first rate one.
G8 Education, Western Sydney University, Icon Water, Allity, Equifax and Canon
“People may forget what you say but they'll never forget how you made them feel. Creating an emotional connection is vital in all aspects of my work.”
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
“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.”
James is a leading expert in human-centred design and strategic innovation with over 20 years' industry and consulting experience.
He is adept at solving complex business problems, shifting company cultures, and crafting exceptional customer experiences. He specializes in customer and staff experience design, enabling forward thinking organisation's to make ground-breaking changes in their approach to customers.
James brings a depth of design experience that includes leading multiple customer experience transformation and innovation projects for a range of organisation's across multiple industries in Australia and Asia.
His background is in Brand strategy and Communications where he worked across Asia as a Regional Director for several leading brands at Ogilvy & Mather and Saatchi & Saatchi.
James has a Bachelors degree in Commerce (Marketing/Finance) from the University of New South Wales.
EML, Synergy, AMP, NSW, Transport Sydney Trains, Commonwealth Bank, Cbus, Australia Post, Crashlab, AGL, Seek, Supercheap Auto, Sunsuper, Weight Watchers, Colonial First State, CUA, IAG, NRMA, Laminex, Thrifty, Pearson
“Innovative change is the life-blood of an organisation.”
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.
“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.”
A leader and mentor in experience research & design, Kristy has worked within a multitude of industries and government in Australia and the United States to investigate complex design spaces, exploring opportunities for organisations and their customers.
Combining anthropological inquiry with a Design Thinking approach, her recommendations and solutions incorporate an understanding of company culture and strategy, matched with identified customer motivations and behaviours.
Through the facilitation of workshops, interviews and other methods, she applies a participatory, collaborative and strategic approach to understanding people and problem spaces.
She has a Master’s in Design Anthropology from Swinburne University, a Postgraduate Diploma in Anthropology from Monash University and a Bachelor’s in Industrial and Operations Engineering from the University of Michigan (USA).
Novartis, Canon, Super, Global Payments
“A true understanding of customer behaviour and the influencers on it is the key input to a successful customer experience and loyal customer base.”
Recently recognised as CXO Marketing Leader of the year and also named within the CMO top 50 list, Caroline is an executive leader with over 17 years of international corporate experience, and a proven track record in growing major global brand’s profit and revenue across FMCG (The Coca-Cola Company, Nestle, Kimberly Clark) and the technology sector (Dyson).
Caroline has lead and delivered a number of industry award winning campaigns and has acquired a deep expertise and understanding of marketing (digital, retail, brand, PR, design, events), customer experience (customer strategy, best practice methodology, journey mapping, design principles and customer analysis), innovation, change management, culture transformation, leadership and people development across South Africa, the UK and Australia.
Caroline is also an IECL certified executive coach, an accomplished keynote speaker and Mind Gym certified trainer, specialising in leadership & peak performance development.
Clients seek her out specifically for her credible senior leadership corporate experience, her vision, passion and drive to deliver strong results.
The Marketing Academy, The Mindgym, Coca-Cola South Pacific, McCann Erickson, Liquid Learning
“Customer experience is what set companies and brands apart, it’s what allows you to rise above the competition and generate profit and revenue in a meaningful and sustainable way. Stay focussed on being better, at every consumer, shopper and customer touchpoint, and getting bigger will take care of itself.”
Dr. Robert Dew
Robert Dew has worked with some of Australia’s biggest companies in his role as a Associate Director with Strativity Group – specialising in quantitative modeling, improvement prioritisation and insight driven innovation. Prior to working with Strativity, Robert consulted in evidence based innovation development to clients including Thiess and KLM. In these projects, Rob combined strategic innovation management, motivational psychology and statistical analysis to design profitable growth initiatives with outstanding customer engagement. Rob also lectures for MBA programs around the world in Entrepreneurship and Creative Problem Solving.
Australia Post, CBA, Credit Union Australia, Virgin Australia, Pearson, Flight Centre, QUT, BMA, Super Retail Group, Janssen Pharmaceuticals.
“You can’t learn less. Insight driven innovation is the surest path to extraordinary profitability.”
Rebekah is a senior market research specialist with more than 12 years’ commercial experience, gained from working with boutique consultancies. She has expertise providing end-to-end quantitative research services, as well as qualitative research support across a wide range of industries including financial services, retail, construction and property, health and pharma, government and not for profit.
Drawing upon her credentials in experimental psychology, Rebekah applies knowledge of psychological models and frameworks to her work and approaches projects with methodological precision. She balances this with a naturally strategic and analytical approach to business and marketing issues.
Rebekah holds a Bachelor of Psychology (Hons) and a PhD in Experimental Social Psychology from UNSW. She is an accredited Qualified Professional Market Researcher (QPMR) with AMSRS.
“A successfully designed project should deliver sophisticated insights to the client as simply and elegantly as possible. This means asking customers the right questions, in the right way, at the right time. Ultimately, research insights must be both useful and actionable to deliver the best outcomes.”
Sean is a strategy, innovation and customer experience professional with over 25 years’ in business consulting and change management.
He is adept at solving complex business problems, achieving service differentiation and the art of developing trusted, long-term customer relationships.
Having spent most of his career in the fast paced and rapidly changing Information Technology and Consulting sectors, he intimately understands business systems and processes, the impact of commoditisation and the need for continuous innovation.
Sean also brings deep experience in a wide range of customer engagement techniques and digital solutions. He specialises in helping customers quantify the business value of strategic investments in exceptional customer experience.
He holds a Bachelors Degree in Economics (Accounting/ Computer Science) from The University of Sydney.
Aurora Energy, Baptist Care, Link Group, UNSW Sidney
“Customer Experience (CX) strategy and execution is fundamental to business success in the modern economy.
Done well, it provides the guiding principles that unite and align an organisation’s brand, purpose, business strategy, investment priorities, innovation agenda, employees and culture to unlock maximum value for all stakeholders.”
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.
“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.”
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
“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!”
Jana joined the Strativity Group as the Marketing Manager in October 2018, responsible for marketing, communication and business development efforts. In addition to strategic business development efforts, she directs media relations, branding, advertising and website development also managing and overseeing sponsorships, events, charitable contributions, marketing training and more.
With over 15 years of experience in hospitality, transport and logistics, education, healthcare, luxury brands and recruitment marketing. Prior to joining Strativity, she was the Marketing & Events Manager for one of the largest membership-based associations in Victoria, and currently holds a position as Board Member overseeing Marketing for a global NFP. With
Jana has bachelor’s degrees in a diverse range of disciplines, including Commerce, Marketing/Marketing Management, Arts, Humanities/Humanistic Studies, Behavioural Studies (Psychology), Community Mental Health and Accounting.
“Success in business will be achieved by those who build the strongest relationships with their clients and regardless of being connected with each other through a wide variety of communication channels (thanks to the digital age) we should never lose the art of listening.”
Brad Meehan is the Managing Director of Strativity Group in Australia and New Zealand. Brad has designed and deployed enterprise level customer strategies for several ASX 100 companies and managed customer experience improvement, customer analytics, voice of the customer and customer-centric development programs across a range of industries. Prior to a move into management consulting, Brad was the Head of Customer Strategy at Bank of Queensland. In addition he held a senior role with a leading consulting firm where he focused on corporate performance management. Brad gained his MBA with distinction from Queensland University of Technology (QUT) in 2007 and has completed Harvard Business School Leadership Programs in both Customer-Centric Strategy and Competitive Strategy. Brad has also lectured in QUT’s MBA program in the fields of strategy and customer experience management.
NAB, Australia Post, CBA, AGL, AMP, Synergy, Pearson Australia, Nikon, Water Corporation, Open Universities Australia, Janssen Pharmaceuticals
“Many organisations underestimate the value that can be created through delivering high quality, consistent and brand aligned experiences.”
Kate focuses on transforming workplace culture to deliver differentiated customer experiences. She helps leadership teams create clarity around strategy, identify opportunities to improve employee experience, and engage teams to act.
With over 20 years of consulting experience, her results are measurable in higher employee engagement and performance, award-winning customer experiences, and stronger brands for a wide range of businesses, including AMP Capital Shopping Centres, Microsoft, Netwealth, NRMA, Oporto, RACT, Starwood Hotels, StatePlus, Telstra, Visa, and the Westpac Group.
Kate began her career in communications in London, then led Ogilvy PR's Los Angeles and San Francisco offices, before moving to New York as executive director of brand development for FutureBrand. Subsequent roles with specialist brand and customer experience agencies in New York and then Sydney have sharpened her focus on employee engagement, working particularly at the intersection of people and brand to translate strategies into experiences.
AMP Capital, Morgans Hotel Group, Ract, Intel, Visa, NRMA, Westpac, Oporto, Tennis Australia, Link
“Your customer experience is the sum of a thousand choices and actions, big and small, visible and invisible, made every day by the people across your organisation.”
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
“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.”
Campbell has worked with some of Australia’s leading companies such as Allity, BaptistCare, Miele, Equifax, Nissan, Novartis, QSuper, Super Retail Group to develop and execute employee and customer experience strategies. Campbell also specialises in creating, facilitating and delivering Strativity’s suite of Inspiration & Activation programs to help organisations unlock and unleash the power to deliver exceptional customer experience through their people.
Prior to working with Strativity, Campbell worked at Pfizer Australia where he focused on culture, mindset and behaviour transformation.
Equifax, Baptist Care, Miele, Nissan, Super, SRC, Novartis, Allity, Cabrini
“That purpose, inspiration, hope and empowerment, with a sprinkle of motivation thrown in for good measure, are some of the greatest forces organisations can unleash on their employees to shift culture and engagement.”
For over twenty years, Matt has been leading projects and programs that transform the digital customer experience of organisations. He has worked with many well-known global brands in design leadership roles and has delivered award-winning digital solutions. Matt has held General Management positions with some of Australia’s most successful digital and user experience research and design agencies. He specialises in conducting research, translating insights into the business context, reframing business problems, uncovering opportunities and designing new customer experiences.
ING Direct, Westpac, Commsec, Telstra, Luxottica, Foxtel, Canon, WPP, Disney, AMP, Sony, Westfield, Coca-Cola Amatil and World Vision, Super Retail Group and Janssen Pharmaceuticals.
“It's not easy to stand in the shoes of your customer, to connect, to listen without talking. But when you do, you get a much better sense of why you do what you do and opportunities present themselves.”
Passionate about improving the way things work, Fernando brings substantial experience in solving business problems and managing complex implementations, balancing tactical and strategic outcomes.
He is an expert in designing and deploying voice-of-customer programs and using these to shift company culture, having most recently lead the multi-year program at NAB to design, develop and deploy the Net Promoter System to drive greater customer-focus and improve customer advocacy & engagement.
Fernando also has more than 10 years’ strategy consulting experience, with significant international exposure, having worked with leading institutions in the logistics (courier, express, parcel), energy / resources and financial services industries.
Fernando has a Bachelors degree in Environmental Engineering from the UNSW, and an MBA from INSEAD (France), graduating with Distinction.
ANZ, Incitec Pivot, Bankwest
“Understanding what matters most to customers is only the first step in creating a great customer experience. Without a transparent measure of how customers feel about their experiences, coupled with governance and leadership to hold executives to account, we can never be truly honest about the CX impact of the decisions and trade-offs being made in the ordinary course of business.”
Senior Consultant | GM - Touchpoint Dashboard®
James comes to Strativity with over 20 years of experience in both B2B & B2C contexts across a wide range of sectors including Hospitality, Tourism, Media & Advertising and Technology. He brings an intentional and structured focus on the customer to all business challenges with an ability to engage stakeholders and articulate the optimal path forward.
Prior to joining Strativity, James held senior roles with Sensis where he provided strategic advice to mid and top tier organisations. He also led key transformational change initiatives with a focus on process improvement and mindset shift.
James consults to organisations in the areas of customer centricity, change, journey mapping and journey management. In addition to his role as a Senior Consultant with Strativity, he is the General Manager of Touchpoint Dashboard, our unique journey management platform that enables organisations to capture insights and optimise customer journeys in real time.
Schneider Electric, AMP, Avis, Gio, Luxottica, St. George, Auto General, Self Storage
“Simply asking “how does this affect my customer” at every step of the process, in every part of the customer journey, is the key to really delivering exceptional customer experiences. With the right framework and execution, any company can drive real change and develop a sustained customer focus.”