There’s no shortage of intent when it comes to customer experience. Most teams want to deliver great outcomes. Many leaders have invested in CX strategy, capability, and tools.
Yet despite all that effort, customer satisfaction levels are stalling or even declining in some sectors.
At Strativity, we’ve spent more than two decades unpacking why. Our recent Experience Gap Analysis revealed a striking disconnect:
- 81% of employees believe they regularly exceed customer expectations.
- But only 33% of customers agree.
This isn’t about a lack of care. It’s a structural gap between how organisations define success and what customers actually value. That’s where things start to break down:
- Well-meaning teams act on the wrong assumptions.
- CX is treated as a bolt-on, not a strategic advantage.
- Sentiment is measured, but action is missing.
Enter the Customer Experience Management (CXM) Certification
We created this two-day program for leaders who are ready to move from intent to impact.
The CXM Certification helps you:
- Align teams around a shared view of customer value.
- Build capability to design and activate CX at pace.
- Use practical tools to prioritise and embed change.
- Understand how CX delivers commercial results, not just emotional wins.
It’s not theory-heavy. It’s not buzzword-filled. It’s built on the hard-earned lessons from over 700 transformations delivered across 40 countries, and the CX truths we’ve seen play out inside organisations of every size and shape.
Learn from Practitioners, Not Just Presenters
You’ll be guided by Cam Packer and George Bej, two of Strativity’s most experienced directors. They’ve worked with executive teams across APAC to reshape strategy, shift culture, and create real customer value.
Here’s what recent participants had to say:
“I was truly impressed with the level of knowledge and content provided by the directors. I’ve gained many tools and techniques that I can take with me and apply.” — Customer Experience Network Manager, Honda.
“This was fabulous. I have so many ideas on how to exceed expectations plus some great tools to execute.” — Customer Experience Manager, Iplex.
If you’re navigating the complexity of CX strategy, transformation, or execution, this program is for you.
- Next session: Sydney | 10–11 November
- Want to learn more or register your interest? [Click here]
Let’s close the gap, together.
