Relevant Experience

Lior Arussy is the founder of Strativity Group and has had the privilege of assisting organizations in their customer centric transformation.  Arussy is the author of 5 books on customer experience, employee engagement and experience innovation.  He has published over 100 articles including for the Harvard Business Review.  For his thoughts leadership, he has won several awards.

Clients

Capital One, E.ON, Thomson Reuters, SAP, Crowne Plaza Hotels, Orange, Honeywell, FedEx, Merck

Achievement

Developing a customer centric transformation methodology that has been deployed successfully in over 100 organizations worldwide

I believe...

“We are all customers.  The inner customer in all of us should guide our performance.”

Relevant Experience

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.

I believe...

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

Relevant Experience

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

Clients

Capital One, MTN, Zain, CACI, Wiley Publishing, Thomson Reuters, Herbalife

Achievement

Building a financial model for quantifying the financial benefits of customer loyalty

I believe...

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

Relevant Experience

Ed has over 20 years’ global experience, helping companies understand and communicate with their customers by providing actionable consumer insights. Ed has worked on a diverse mix of industries (Retail, Restaurant, Pharmaceutical, Consumer Goods, Communications, Gaming, Beverages, Tobacco, Travel & Leisure, Media, Financial Services,). Prior to joining Strativity, Ed founded New Age Consumer Insights & Analytics and was Senior Vice President, US Retail and Restaurant Practice Head at Synovate.

Clients

Iron Mountain, Mercedes-Benz, MasterCard, CDI

I believe...

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

Relevant Experience

Rachel Yurowitz has had the pleasure and privilege of assisting organizations transform their customer experience for the past eight years through her work at Strativity Group.  Rachel has led many projects – three of which won industry awards for transformation and achievement.  Rachel is strongly involved in developing Strativity Group’s multi-disciplinary methodology, creating training programs and has co-written several of Strativity Group’s White Papers and studies. 

Clients

Akibia, Capital One, E.ON, FedEx, Honeywell Aerospace, Lockheed Martin, Merck, Sage, Thomson Reuters and Wiley Publishing

Achievement

Finding creative solutions for seemingly mundane challenges to help organizations exceed customer expectations and become more profitable.

I believe...

“There is always a way to bridge the gap between customer expectations and an organization’s own perceived limitations.  Customer Experience can and does make a difference to customers and employees and increases profitability. Everyone wins!”

Relevant Experience

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 in both the US and internationally. Prior to joining Strativity, she worked for market research suppliers such as FRC Research, Synovate and HCD Research.

Clients

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

I believe...

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

Relevant Experience

Lacey Stephen is a Project Manager at Strativity Group, Inc., 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.

Clients

Mercedes-Benz, Iron Mountain, BMO Harris Private Bank, Mikyajy

I believe...

"Creating an emotional connection with customers will lead to a great customer experience and leave a lasting impression."

Relevant Experience

Michael have over 12 years experience in Media & Marketing Research and has been a part of Strativity for over 7 years.  Michael brings both experience and enthusiasm to every project he works on.  He has contributed in various roles on over 60 customer experience projects.  Currently, Michael is responsible for managing our technology & deployment needs, as well as, the preparation and review of data for analysis.

Clients

Iron Mountain, Catic, Sage, E.On, Honeywell Aerospace, MasterCard, Procure, Mercedes-Benz, McNeil

I believe...

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

Relevant Experience

Nadine Schissel has spent the last ten years helping a broad range of companies derive the value from experience management strategies that build customer and employee engagement and repeat business.

Nadine translates customer experience theory into business strategy and action.  Her experience in organization design helps clients drive behavior and systems to make experience management a business discipline not just a marketing strategy.

Clients

Capital One, Penske Truck Leasing, Penske Logistics, Red Roof Inn, Panda Express, Red Lobster, Allstate, Sony Canada, Deluxe Financial Services

Achievement

Helping organizations realize bottom-line results and improve customer loyalty.

I believe...

“Every interaction with a customer is an opportunity to create a ‘moment that matters’.”

Relevant Experience

Marsha Auguste is a Research Project Manager at Strativity Group, with experience in, new product/service launches, branding, awareness and tracking studies, in a variety of fields including, healthcare, food, pharmaceutical, entertainment, and retail products since 2007. With a strong analytical background, Marsha works to bring clarity to data gathered for all those involved. Marsha graduated in 2008 with a Master’s Degree in Industrial Organizational Psychology from Hofstra University.

Clients

CDI, CPP, MasterCard, Iron Mountain, NDC, CACI, Sage, McKesson, Kiva, WorksafeBC, BMO, Mikyajy, McNeil.

I believe...

"As the spreading of information transfer gets faster and faster, I believe every experience is The Experience that can drive you forward."

Relevant Experience

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 15 years. He has shared his passion for great customer experiences as a seminar leader, speaker and consultant in 35 states, 6 countries, and Puerto Rico. He is the author of the upcoming book, It’s Not Rocket Service.

Clients

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

Achievement

Earned designation Certified Speaking Professional, the highest earned award in the speaking and training business.

I believe...

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

Relevant Experience

Chris has nearly 30 years’ experience adding value to customer-facing organisations, in immigration and travel, in financial services, in central government and as the leader of a number of consulting firms and practices, including Andersen, ATKearney, UMT and Vision.

Clients

Chris has worked with many globally recognised brands including Barclays, RSA, the UK Government, Invensys and UK Power Networks

Achievement

Chris is especially proud to have doubled sales and profitability in the last two companies he led – mostly by making them more customer-centric

I believe...

“offering a truly exceptional customer experience is the only way for organisations to differentiate themselves in an increasingly competitive and economically challenging environment – and this, in turn, inspires people to do even more to sustain those standards of performance because they want to be part of being the best”

Relevant Experience

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

Clients

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

Achievement

Helping companies build and execute winning strategies that deliver real financial results, and that make a difference to customers and employees alike.

I believe...

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

Relevant Experience

Jannecke has worked with multichannel customer experiences for most of her professional life. She has extended this expertise by establishing KOBRA - a consultancy company exclusively focused on helping companies take a holistic view of customer experience across channels. Her preferred title is "Radical realist" - combining breakthrough thinking with a clear and realistic view of execution.

Jannecke Drangert-Hveding is one of the founders of KOBRA - a Strativity Group partner in the Nordic region. She has long track record assisting organizations in customer, proposition and channel related work as well as client - vendor relationships.

Clients

Statens Pensjonskasse, Telenor, Mester Grønn, KrediNor, Posten, Ergo Group, Bring, Maik, Schibsted Classified Media and Norwegian Defence.

Achievement

Pioneering thought leadership within multi channel strategy and Kundeopplevelse (Customer Experience) in the Norwegian market.

I believe...

"It´s all in the engagement and attention, for the employee and for the customer, for the citizen, the business manager, for the brand or the business idea. Be present or be gone."

Relevant Experience

Eirik V Johnsen moves easily and comfortably between strategy, technology and marketing. His background in business, computing and arts makes him equally comfortable in business strategy, technology architecture, user experience and brand architecture.

His preferred title is "pragmatic visionary", and he puts his pride in helping his customers conceptualize, plan and implement great customer facing solutions.

Eirik is one of the founders of KOBRA - a Strativity Group partner in the Nordic region. He started KOBRA so that he could focus exclusively on assisting organizations in developing amazing customer experience across the board.

Clients

KrediNor, DnB NOR, Mester Grønn, Statoil, Santander, Telenor, Sparebanken Vest, Schibsted Classified Media, Coop, Hafslund, Avinor

Achievement

Developing methodologies, concepts and strategies for achieving business results through digital innovation since the start of the commercial Internet.

I believe...

"Customers are now gaining control of their vendor relationships at an extreme (and irreversible) pace. Adjusting to a new world of customer managed experiences is now officially the most exiting game in town."

Relevant Experience

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. Before that, he held a senior role with a leading consulting firm where he focused on corporate performance management. He 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.

Clients

NAB, Australia Post, CBA, AGL, AMP, Synergy, Pearson Australia, Nikon, Water Corporation, Open Universities Australia

Achievement

Developing an approach to quantify the value created through specific experience improvement to support capital investment

I believe...

“Many organisations underestimate the value that can be created through delivering high quality, consistent and brand aligned experiences.”

Relevant Experience

Cyrus Allen has extensive experience driving customer agendas in large organisations both within Australia and internationally.

Prior to joining Stativity, Cyrus held senior customer experience roles with Telstra Corporation and ANZ Banking Group, as well as product and marketing strategy and execution roles domestically and internationally. In these roles, Cyrus defined customer experience strategies, established organisational capability and delivered change across a wide range of programs, products and business areas.

Clients

Australia Post, CBA, Synergy, Water Corporation

Achievement

Setting and driving the customer agenda in large, complex organisations.

I believe...

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

Relevant Experience

James takes a user-based approach to every business problem he encounters, whether it's a value proposition, operational system or business model. Having more than 20 years experience in Marketing / Customer Experience, James brings with him a breadth and depth of expertise that includes leading multiple customer experience transformation / innovation projects for leading companies like AMP and Westpac.

As a trained ‘Design Thinker’ James applies his knowledge and practical experience to help clients develop and implement customer experiences that create value for both customers and the organisation.

Clients

AGL, CBA, Pearson Australia, Axient, Australia Post

Achievement

Discovering latent customer needs and turning them into a competitive advantage.

I believe...

“If you’re not growing, you’re moving backwards!”

Relevant Experience

Innes has extensive experience in creating customer experiences and brands with large and complex organisations. His skill set encompasses brand strategy, developing product and service propositions, experience design and omni channel touch-point development, all delivered with consistent high quality detail. At the heart of his considerations and execution is deep insight and alignment with the customers’ needs, wants and aspirations.

After graduating BA (Hons.) in Product Design from Glasgow School of Art and leaving London’s Royal College of Art, Innes worked in London with iconic brands such as Transport for London, Barclays Bank, Tour De France, Oyster card and helped secure London’s 2012 Olympics bid. Upon arrival in Sydney, he led on creating, developing and the delivery of all brand and customer experience principles for Opal - NSW’s new public transport smartcard.

Clients

AMP, CBA, NSW Government and Water Corporation

Achievement

Repeatable success in blending engaging customer experiences with compelling brand propositions to provide emotional delight and measurable value

I believe...

“Most decisions, regardless of value, are made emotionally and rationalized later.”

Relevant Experience

Harald has worked for more than 15 years in the consulting area, and has gained sound knowledge in customer centric management in the Automotive business on wholesale and retail level. Prior to the partnership with Strativity, Harald founded - and is the managing director of - Buljan & Partners Consulting in Munich, Germany.

Clients

BMW, Bayern LB, British American Tobacco, Deutsche Bank, Deutsche Telekom, IBM, Media Markt-Saturn, Microsoft, Münchener Rück.

Achievement

Developed and implemented concepts and strategies in various projects to achieve a better customer experience throughout all touch points. Offering a customer experience focused approach to German customers.

I believe...

"Create a memorable customer experience in a world where products become more and more exchangeable and customers are less and less loyal to the brand."

Relevant Experience

Silvana, founder of Buljan&Partners, has been working in CRM and eCRM Projects since 1997 as project manager and consultant for blue-chip clients. Her expertise is in the automotive, air transport and professional services sectors, focusing on customer centric strategy, processes and organizational alignment, as well as training and change management.

Clients

BMW, Group Alitalia, Andreas Stihl, Bayern LB, British American Tobacco, CNH Case New Holland, Cotrugli Business School, Ibericar Group, Deutsche Bank, Deutsche Postadress, Deutsche Telekom, Douglas, ECCO, Hrvatski Telekom, IBM, Media Markt-Saturn, Microsoft, mmmm Abogados, Münchener Rück, SEAT, SunTechnics, Warner Bros, Wünsche AG

Achievement

Awareness creation for customer centric management and organizational alignment on top management level at clients. Integration of external customer orientation with internal employee involvement. Increased business performance at clients due to higher customer loyalty and employee engagement.

I believe...

"Customer centricity is in the essence of the human being. We lose it as we grow and receive education in a short-term focused and IT dominated environment. Bringing back emotions and human dialogue into the organizations is a must to successfully perform a customer centric strategy."

Relevant Experience

Certified professional CEM Consultant y CEM Practitioner) for Strativity Group. MBA INCAE Business School and Industrial Engineer from Universidad de Costa Rica. Mario has been a pioneer in Latin America in regards to innovation projects and customer experience. For more than 10 years, Mario has been a consultant for industries such as financial, retail, hotels and rent-a-cars and has supported them through the process of building memorable experiences for their customers.

Clients

3M (México), GE (General Electric) Centroamérica, P&G (Procter & Gamble) Costa Rica, Intel (Costa Rica), HSBC (México, Banco de Bogotá (BAC Credomatic en Centroamérica), Bancolombia (Banco Agrícola en El Salvador), Servientrega (Colombia), Interbank (Perú), Holcim, Kraft Foods y Coca Cola (Latinoamérica), Ron Flor de Caña (Nicaragua).

Relevant Experience

Certified professional CEM Consultant y CEM Practitioner) for Strativity Group. Master’s degree in Strategic Design and Innovation from Instituto Europeo de Diseño (IED), Barcelona. Service and Products Design Degree from Universidad Veritas Costa Rica. Cintia has been part of numerous Customer Experience consulting projects for Latin-American companies. She is a specialist in service design and customer centric innovative business models; worked in Barcelona as part of a larger strategic design consulting team, and had the chance to interact with a variety of industries such as technology, financial services, fashion, education and construction.

Clients

Banco Promerica, Banco Bogotá (BAC Credomatic en Centroamérica), Grupo Financiero CAFSA y Toyota Rent a Car.