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

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

Marc Mandel leads Client Business Development in the U.S., coming to Strativity earlier in 2010 after 25 years in similar roles both in consulting and technology firms. Marc spent the past six years specializing in customer experience solutions, with the past four focused on organizational transformation.

Clients

Transfreight, Marriott, T. Rowe Price, Fidelity, Microsoft, Oracle, Hewlett Packard, Staples

Achievement

Balances an understanding and appreciation for both the technology and organizational drivers of customer centricity and the role each plays in customer experience superiority

I believe...

“Real customer experiences come from within – and cannot be faked with superficial smiles or lip-service. They evoke strong emotion and create lasting, actionable impressions.”

Relevant Experience

David Spindel has helped dozens of companies improve their customer experiences and relationships through departmental and organizational-wide transformation over the past five years. His areas of focus include experience audits, policy and process reengineering, experience definition and design, customer strategy assessments, focus groups and site-based research, and survey design and results analysis. David has also authored numerous customer-sponsored research studies.

Clients

CACI, Capital One, E.ON UK, Honeywell, MasterCard, Michael C. Fina, Merck, RightNow Technologies, Walsworth, Wiley

Achievement

Two clients engagements yielded gold and bronze 1to1 Impact awards for organizational transformation

I believe...

“Treat others the way you want to be treated. If more companies would follow this philosophy, the world would be a better place.”

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

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

Gerry Brown is the Managing Director of Strativity Group EMEA.  During his varied career he has had key management roles in the UK and Canada with companies supporting large contact centre deployments and, as Director of Sales for Genesys, was directly involved in some of the UK’s larger contact centre implementations, customer service strategy development and associated employee training programs.

Clients

Orange, Sage, Barclays, Genesys, Sony

Achievement

Developing an approach that shows a clearly defined customer experience must be the driving force for the underlying technology that supportsit, and this approach is critical to gaining executive commitment and capital investment

I believe...

“That active, engaged and vocal customers and employees are the very best things that a business can have.”

Relevant Experience

Mark Orlan has been helping companies to transform their Customer Experience for eight years as Director-CEM Implementations of a privately-held software and services company. Clients spanned the travel & hospitality, financial, healthcare, telecommunications, and retail sectors, throughout North America and the Caribbean. Over the last two years Mark ran a Brand Activation company that combined Social Media with in-home focus groups across Canada, for major household brands.

Clients

Liberty Travel, Rogers Telecommunications, Standard & Poor’s, BC Health Authorities, Holt Renfrew, Air Canada, Colonial Life Insurance (Trinidad), Cadillac Fairview, Heritage RESPs

Achievement

Designing and leveraging a powerful CEM platform that helped clients gain actionable insights about their Customers, Employees and Partners

I believe...

“It’s all about people. Humans have been around for 10,000 years; businesses only for 200. Too often businesses forget that their consumers are emotional beings that desire exceptional experiences to keep them coming back for more. Let’s remind ourselves to elevate those experiences.”

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

Bora Özkent is the Managing Director of Strativity Group (Turkey). Özkent had  designed and deployed training&consulting services on Innovation (Most Recognized Trainer In Turkey), Strategy Facilitation, Creative Problem Solving, and Customer Experience Management in banking, insurance and private sectors over 100 companies. He gained his Executive MBA with from Koç University in 1996. Bora has completed Harvard Business School Strategic Retail Management Certificate (1998).

Clients

Denizbank, Pepsi, Ülker, Henkel, Axa Insurance, Avea Telecom, Novartis, TEB-BNP Paribas

Achievement

Introducing a customer experience focused innovation approach to Turkish business community.

I believe...

“I believe that each and every customer deserves an excellent customer experiences; each and every employee deserves the chance to provide an excellent customer experience.”

Relevant Experience

Işıl Taysever is the is the Managing Director of Strativity Group (Turkey). Taysever had designed and deployed training&consulting services on Sales, Networking, Customer Experience Management & Leadership in banking, insurance and private sectors over 100 companies. She gained her Master Degree in Applied Physiology, Istanbul University Of Commerce M.A.in 2009. Taysever is a Certified NLP Trainer and Coach Since 2005.

Clients

İş Bank, Finansbank, Ak Insurance, Fiat, Virgin Megastore, Eureko Insurance, Yapı Kredi Insurance

Achievement

Design and delivery of interactive trainings to more than 6.000 people in 100 organizations.

I believe...

“Customer Experience is what all companies need to manage in order to create value and differentiate themselves in todays’ jungle markets.”

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 performance management and business intelligence. 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

AMP, NAB, Westpac, Laing O’Rourke, Queensland Teachers Credit Union, Trisco Foods

Achievement

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

I believe...

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

Relevant Experience

Nick Scott has worked with two of the ‘Big Four’ Australian banks in his role as Senior Consultant with Strativity Group. Prior to working with Strativity, Nick held senior customer experience roles with Citigroup and Virgin Money. In these roles, Nick combined customer insight and operational expertise to deliver sustainable improvements in the customer experience.

Clients

NAB, Westpac

Achievement

Turning a brand promise into a real and tangible brand experience.

I believe...

"Life is about experiences – let’s make them good!"