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."
Ben is a graduate of Rutgers University with a B.A. in Accounting. Prior to joining Strativity, he worked at Mercedes-Benz USA and BMG Music. His experience includes “big data” management and modeling. At MBUSA he created data models to help reduce dealership employee turnover and provided analytics support to the Customer Experience Department.
Mazda, Southeast Toyota, Delta, Fresenius Kidney Care, Becton Dickinson
“...in understanding my customers and anticipating their needs by working in partnership with them. From a simple conversation to a full report, I engage my customers with complete transparency. It’s all about integrity”
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.”
Ari Ashkenas has had the privilege of helping to transform the world’s most admired organizations from “good” to “great". Most recently, Ari has been involved in HR transformation at Towers Watson and was part of the Talent and Development practice within Thomson Reuters. He has focused on Employee Engagement, 360 Assessments and Change Management. Ari is a progressive and innovative thinker who takes pride in partnering with clients to achieve goals and make long-lasting relationships.
AmeriGas, GlaxoSmithKline, Manulife Financial, Bristol-Myers Squibb, Novo Nordisk, CUNA Mutual Financial Group
“Every moment you interact with a customer is an opportunity to create a positive memory - which in turn creates customer loyalty.”
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.”
Ezio joined Strativity in 2016 and currently serves as the travel and expense analyst. He is a talented professional with a strong background in accounting including experience in balance sheet preparation, general ledger accounting and financial reporting. Ezio earned his BS in Accounting at William Paterson University.
“Customer care plays an important part in company business strategy. The primary focus of our plan should be our customer, leading us to improved customer satisfaction.”
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.”
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).
“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.”
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.
“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.”
Rocco’s passion and purpose are driven by collaborating with organizations to deliver evolutionary and impactful experiences across all aspects of their brand – through their customers, employees, partners and social communities.
Rocco has over 25 years of real-world experience in the areas of customer experience, employee engagement, operational excellence, contact center management, educational programs and executive facilitation. He has led high performance customer care and contact center teams as well as being a trusted advisor to global organizations across a variety of industry sectors: Financial Services, Telecommunications, Government Services, Insurance, Automotive and Retail.
He’s a highly regarded and accomplished leader and change agent, who has dedicated his career to developing and incorporating innovative strategies and tactics that advance and optimize the people, processes, technology, and culture; helping organizations deliver and exceed on their promises to customers, while driving business results.
Rocco joined Stativity Group in 2017 as a Senior Consultant based in Toronto, Canada, providing subject matter expertise, insight and guidance to organizations as they transform the customer relationship across their brand touchpoints; differentiating their value proposition by providing consistently excellent and meaningful customer experiences.
He’s an avid sports enthusiast – and enjoys learning about the finer points of all sports. In particular, Baseball, where he has coached in minor baseball systems in Ontario, Canada and most recently remains in the game as an umpire and mentor.
Mercedes Benz Canada, West Jet, The Home Depot, Zurich Financial, John Hancock Insurance, Bank of Montreal, Scotiabank, Bank of America, Ceridian Canada, Telus, Bell, Workers Safety Insurance Board, Rogers Communications, Province(s) of Ontario/ Alberta/ Saskatchewan, Health Canada, Veteran Affairs Canada, Yellow Pages, TD Canada, Sears Canada, Air Miles, and Allstate Insurance.
“Customers are no longer buying products and services – they are buying experiences. These experiences must be delivered by employees who love their company and its brand. Providing exceptional employee experiences is the precursor to consistently delivering memorable customer experiences.”
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 Graphic 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.”
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
“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.”
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.”
David J. Nash
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
“that an analytics-driven customer experience strategy is essential to insight-driven relationships and a seamless, optimized, multi-channel experience”
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.
“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.”
Director, Marketing & Communications
Kelly has over 20 years of marketing, advertising and branding research and consulting experience, helping companies listen to their customers. Though she has worked with companies in many industries, Kelly has focused primarily in automotive, petroleum, media and cosmetics. Prior to joining Strativity Kelly worked as Director of Consumer Marketing with IRI and as VP Business Development with TNS Global Research.
Delta Air Lines, Kia, Mercedes-Benz, Novo Nordisk
“Communication is key in any relationship – especially the one you have with your customers.”
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 Zuretti is a Program Manager at Strativity Group, LLC, and was hired to work hand-in-hand with the analytics team. Lacey is a forward-thinking professional with experience implementing, managing and maintaining projects in the areas of process optimization and innovation, compliance & quality management, business development and employee training and development.
Mercedes-Benz, Iron Mountain, BMO Harris Private Bank, Mikyajy
“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!”
Rebecca is responsible for Strativity’s field research recruitment, scheduling and program administration. She brings her 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.”
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.”
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.”
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!”
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.”
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.”
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.”
Managing Director of Strativity in UK and EMEA
Steven has spent the last 15 years in customer experience. He started his career in CX as a consultant with Gartner before becoming Head of Research and Consulting at boutique CX consultancy Beyond Philosophy. Where he project directed over 80 customer experience transformation engagements with leading brands such as Amex, Overbury, Stena Line, RBS, Etisalat and Pfizer. During his time he won the UK CEM award for insights with Avios and was cited by Forrester for his work with Maersk and in the design of emotional measurement tools. After just over 8 years he then moved client-side to Ericsson where he set up their Experience Management Centre. This involved roll-outs of leading and cutting edge CX measurement processes for NPS/ CES and CSAT. After over 2 and a half years at Ericsson, Steven then moved to ttec Digital (ex-TeleTech) where he developed business in the UK for their employee (RogenSi) and customer experience (Peppers and Rogers) brands. This included partnership development (Huawei), IP development (CX Vector) and project directorship for leading crown CX accounts (e.g., in UK construction). He is a conference speaker and also an author ‘CEM rebooted’ that focuses on making CX professionals aware of cutting-edge measurement techniques.
“that effective customer and employee experience must involve a process of co-creation with all stakeholders and that in order to unlock exceptional all brands must focus on achieving excellence in communication and dialogue.”