Whitepapers

Customer Centricity 3.0 WP

Customer Centricity 3.0

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What is the Secret Sauce for Success in any Transformation

Secret Sauce for Success in any Transformation

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The Big Questions to Answer if you are Serious about Transforming your Customer Experience

The Big Questions to Answer - CX

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Translating Strategic Intent into Action

Translating Strategic Intent into Action

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How to Innovate the Customer Experience, for Competitive Advantage

How to Innovate the Customer Experience, for Competitive Advantage

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The Truth About Customer Experience

The Truth About Customer Experience

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Building An Effective, Employee Experience Strategy in Australia’s Rapidly Changing Workplace

Building An Effective Employee Experience Strategy

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Employee Experience Playbook

Employee Experience Playbook

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Managing Change in your Ecosystem, Excerpt from Customer Experience Strategy, Lior Arussy

Managing Change in your Ecosystem

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The Truth about Digital Transformation and Customer Experience, Challenging the Alignment of your Organisation’s Strategy

The Truth about Digital Transformation and Customer Experience

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Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability

Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability

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Whetting the Appetite for Change, Excerpt from Customer Experience Strategy

Whetting the Appetite for Change

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Customer Experience Gap Analysis, Why do Organisations Fail to Deliver Great Customer Experiences

Why do Organisations Fail to Deliver Great Customer Experiences

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7 Tips to Unite Teams Around your Customer Experience Strategy

7 Tips to Unite Teams Around your Customer Experience Strategy

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How to Write a Great, Customer Experience RFP

How to Write a Great, Customer Experience RFP

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Six Steps to Journey Management

Six Steps to Journey Management

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Don’t Ask If You Can’t Act, The 10 Deadly Sins of Customer Surveys

Don’t Ask If You Can’t Act, The 10 Deadly Sins of Customer Surveys

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Workshop Playbook, 9 Exercises to Spark CX Innovation

Workshop Playbook, 9 Exercises to Spark CX Innovation

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Rethink the Luxury Customer Experience, The Premium is People and Passion

Rethinking the Luxury Customer Experience

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Your CX is Stuck, Now What? 7 Tips to Get Moving in the Right Direction

Your CX is Stuck, Now What?

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The Evolution of Customer Experience, From Consistency to Purpose

The Evolution of Customer Experience

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Industry Specific Papers

Building an Effective Customer Experience Strategy in Australia's rapidly changing Aged Care Industry

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Building an Effective Customer Experience Strategy in the Disrupting Automotive Industry

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Building an Effective Customer Experience Strategy in Australia's Rapidly Changing Education Sector

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Building an Effective Customer Experience Strategy in Financial Services

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Building an Effective Customer Experience Strategy in Manufacturing

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Building an Effective Customer Experience Strategy in Pharmaceuticals

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Building an Effective Customer Experience Strategy in Utilities

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Recent Publications

Customer Centric Transformation Differentiating Through Experience

Customer Centric Transformations - Differentiating through Experience

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Research Studies

Making Customer-Centric Strategies Take Hold

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Business Change: From Disruptor to Differentiator

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“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

“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 & 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 ANZ

"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 & 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."

Mike Tristram - Chief Executive Officer of Trisco Foods

"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

"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 & 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

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