Papers & Publications

Whitepapers

Welcome to our comprehensive collection of insightful whitepapers, meticulously crafted to empower you with cutting-edge knowledge and strategic insights. Unlock the secrets to transformative success with titles such as “Customer Centricity 3.0,” “The Case for Change” trilogy tackling threats, differentiation, and execution in Customer Experience (CX), and “Secret Sauce for Success in any Transformation.”

Dive deep into the nuances of translating strategic intent into action, discover “The Big Questions to Answer” in CX, and learn how to leverage innovation for a competitive advantage in “How to Innovate the Customer Experience.” Unravel “The Truth About Customer Experience,” explore the intricacies of User Experience (UX) with our Playbook, and gain invaluable insights into “Building An Effective Employee Experience Strategy.”

Our whitepapers are more than just documents; they’re your guide to navigating the dynamic landscape of business transformation. Don’t miss out on the opportunity to enhance your understanding and elevate your approach. Download now and embark on a journey towards excellence!

Industry Specific Papers

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Customer Strategy Consultancy Testimonial Background Desktop

“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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Whitepapers

Industry Specific Papers

Recent Publications

Research Studies

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Assessments & Audits

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Enablement & Execution

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Papers & Publications

Whitepapers

The Case for Change- Part 3: A Lack of CX Execution

The Case for Change- Part 2: Inadequately Differentiated CX

The Case for Change- Part 1: CX Under Threat

Customer Centricity 3.0

Secret Sauce for Success in any Transformation

The Big Questions to Answer - CX

Translating Strategic Intent into Action

How to Innovate the Customer Experience, for Competitive Advantage

The Truth About Customer Experience

User Experience (UX) Playbook

Building An Effective Employee Experience Strategy

Employee Experience Playbook

Managing Change in your Ecosystem

The Truth about Digital Transformation and Customer Experience

Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability

Whetting the Appetite for Change

Why do Organisations Fail to Deliver Great Customer Experiences

7 Tips to Unite Teams Around your Customer Experience Strategy

How to Write a Great, Customer Experience RFP

Six Steps to Journey Management

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

Workshop Playbook, 9 Exercises to Spark CX Innovation

Rethinking the Luxury Customer Experience

Your CX is Stuck, Now What?

The Evolution of Customer Experience

Industry Specific Papers

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

Building an Effective Customer Experience Strategy in the Disrupting Automotive Industry

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

Building an Effective Customer Experience Strategy in Financial Services

Building an Effective Customer Experience Strategy in Manufacturing

Building an Effective Customer Experience Strategy in Pharmaceuticals

Building an Effective Customer Experience Strategy in Utilities

Recent Publications

Customer Centric Transformations - Differentiating through Experience

Research Studies

Making Customer-Centric Strategies Take Hold

Business Change: From Disruptor to Differentiator

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