Customer EXPERIENCE Strategy Consultancy

Helping with Customer Centric Transformations for over 20 Years

We deliver insight led strategies with practical execution support to create competitive advantage and tangible value.

INSIGHT • STRATEGY • DESIGN • CHANGE • IMPACT

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Customer Strategy Consultancy

NEWS

Strativity teams up with UST via a strategic acquisition

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Projects For Leading Global Brands
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Enhanced Customer Relationships
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Empowered Employees Around The World
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Commercial Value Created

Our Solutions

How We Help

Customer Strategy Consultancy - Insights & Analysis

Insights & Analysis

Strativity brings deep research and advanced analytical skills to help our clients identify and understand the insights that matter most across strategy, customer experience, employee experience, digital engagement and change.
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Customer Strategy Consultancy - Assessments & Audits

Assessments & Audits

Our frameworks and models enable leaders to gain an objective understanding of the current state and establish a baseline while considering specific recommendations that could lift performance.
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Customer Strategy Consultancy - Strategy & Design

Strategy & Design

Helping clients determine the most impactful and value accretive strategy and designing the supporting propositions, customer experiences and operating models are some of the most meaningful work we do at Strativity Group.
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Customer Strategy Consultancy - CXO

Enablement & Execution

Strativity has pioneered a range of the world’s best enablement and execution methodologies to help organisations accelerate the activation of their own unique target state customer experiences.
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Why Choose Us

Proven Results From Around The World

Strativity is proud to have worked with hundreds of organisations across the globe to make meaningful changes to their business strategy, customer experience, employee experience, digital maturity and underlying capabilities.

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Global Automotive Manufacturer

10% Increase

In employee engagement between 2012 and 2013; double digit sales growth

Industry Super Fund

10% Higher

Key satisfaction metrics over a period of 3 years

European Utility

30 Points

Increase in net promoter score between January 2009 & March 2011

European Logistics Company

44% Organic Growth

Within 2 years; exceeded profit target by 59% within 2 years

Australian Retail Group

11% Higher

NPS within 2 years equating to over $30m in additional revenue Omni-Channel Retailer of the Year 2019

Retail Super Fund

$400 Million

Revenue uplift over 3 years through improved retention

Transportation

$600 Million

Contract awarded due to the compelling articulation of an innovation passenger experience

Australian Energy Utility

70 Points

Movement in NPS from -27 to +39 over 5 years

Australian Logistics

20% Higher

Additional parcel options (upsell) increased by 20% while NPS has improved by 7 points (to +17)

Global Aerospace Manufacturer

20% Higher

Customer satisfaction index score within one year; 15% increase in customer service productivity

Food Manufacturing

200% Organic Growth

Within 5 years due to an insight led strategy focused on a new market

Global Automotive Manufacturer

Top 3

Jumped 9 positions to No.3 in CX Performance after Strativity ‘Drive Beyond’ Transformation

About Us

The World’s Leading Customer Strategy Consultancy

Strativity Group is the world’s leading boutique customer strategy consultancy (Forrester 2019).

We partner with like-minded organisations to deliver meaningful change and quantifiable results through innovating and improving business strategy, customer experience, employee engagement, digital maturity and enabling capabilities.

Our team are passionate strategists with operational experience, bringing a unique blend of research, analysis, commerciality, empathy, design and pragmatism.

Our Case Studies About Us

Strativity Strategic Framework
“Strativity are a team of consummate experts that assisted Greyhound greatly to understand the moments of truth that are pivotal in the minds of our customers, ensuring their experience moves beyond good to great!"

Alex De Waal - Chief Executive Officer of Greyhound Australia

“I would certainly recommend Strativity. They engage brilliantly to understand and focus on the most critical insights and leverage these to determine the right actions. They certainly helped us on our journey to create seamless omnichannel experiences."

Chris Wilesmith - Managing Director of Supercheap Auto and Chief Executive Officer of Mitre 10 New Zealand

"The Strativity team were great in helping us to better understand the end to end customer experience for our key eParcels business. Most of the recommendations have been completed or are in progress and our eParcel business is continuing to grow significantly as a result."

Chris Koo - Manager of Domestic Parcels at Australia Post

"Thank you all so much for a wonderful ‘activation’ day yesterday. The hallway conversations have been buzzing with people’s reflections and feedback."

Nicola Reynolds - General Manager of Customer, Insights and Marketing at Benetas

"We found the Strativity training to be tailored perfectly to the culture we were working to create in all our stores – one that delights every customer with a proactive, energised, customer service approach that reflects our appreciation of every customer and a deep pride in the service we are providing."

Jerry Sheridan - President and Chief Executive Officer of AmeriGas

"Thanks Brad – your support and the team at Strativity Group helped us drive an insight-led, data-driven approach to disrupt a 124-year-old bank!"

Andrew Chanmugan - Executive General Manager of CX of Bankwest

"We have partnered with Strativity across a range of projects and have always found them passionate and professional. They bring a pragmatic approach that has helped us improve the experience of our members."

Simon Grant - Group Executive of Advocacy and International

"Strativity helped us to understand and decompose our current customer experience and trial new and innovative offerings. They bring together research, strategic design and quantitative capabilities very well to deliver effective outcomes."

Mark Healy - Managing Director of Global Payments

"Thanks Brad and Strativity, you have been a great partner to us this year!"

Ant Dureau - Chief Client Officer of AMP

"Before we met Strativity, we used to turn the lights on at 7:00am, a bit like a military operation. Now we let residents choose when they’d like to get up and we have noticed that our dementia patients are calmer."

Annette Hili - Chief Operating Officer of BaptistCare

"We have engaged Strativity on a number of projects and have been really pleased with their capability, focus, and of course the outcomes. Would definitely recommend them."

Chris Jackson - General Manager, Customer Experience and Digital at Transurban

"The Strativity team brought enthusiasm, expertise and a practical approach to their work with Alliance Group. They helped us to better understand the supplier and customer ecosystem, prioritise our efforts and drive real change."

David Surveyor - CEO at Alliance Group

"The Strativity team helped us to value an important market segment that had never been properly valued before. Along the way, the team used multiple data sources which helped us to understand key trends in our customer ecosystem, and where our efforts needed to be prioritised. The team were a delight to work with – crisp in their communication style, efficient, flexible and responsive to feedback."

Erryn Schettino - National Manager, Sales and Customer Strategy of BlueScope

"Strativity shaped and completed market research to identify potential revenue pools and helped us with the strategy to effectively target these. With this insight and hard work, we have been able to take advantage of these opportunities to triple our revenue and profitability over the last few years."

Mike Tristram - Chief Executive Officer of Trisco Foods

"I highly recommend the work of the Strativity team. They are experts in understanding and improving the customer experience of leading brands."

Paul Rayson - Chief Executive Officer of CommSec

"Strativity helped us understand the customer perspective and work across the business to design and execute the ideal experience, delivering both strategic and tangible value."

David Armstrong - Chief Executive Officer of Allity Aged Care

"Strativity helped us map the current client experience, prioritise enhancements and design the ideal experience. We then looked at the cultural and capability adjustments that would be needed to deliver in order to shape and execute the right plan. The team was first class and I would have no hesitation in recommending them to other organisations that want to drive customer centric change."

Suzanne Holden - Chief Executive Officer of Link Group

"Strativity helped us map the experience of members and employers to understand their needs, prioritise improvements and design the optimal experience. They brought great skill and a practical approach, enabling us to understand where value could be created and how we could best serve our members and employers. This was further supported by a measurement program to drive a customer centric culture and help us track progress."

David Atkin - Chief Executive Officer of Cbus

Our Clients

With Over 700+ Proud Clients & 150+ Published Case Studies