For over 14 years, Hackensck,
N.J.-based Strativity Group has
led dozens of organizations around
the world into a new era of cus-tomer-centricity. The firm takes a
disciplined, holistic approach to
Customer Experience Management and fosters deep, profound
cultural changes that support both
the journey of a customer and the
profitability of a business, says
Lior Arussy, CEO of the firm.
Consulting caught up with Arussy
to discuss the firm’s 86 percent
growth rate and No. 42 ranking on
the Fastest Growing Firms list.
Consulting: What were the main
factors that contributed to your
firm’s exceptional growth?
Arussy: There are two key factors
that contributed to our growth this
year: First Strativity is unique as a
customer experience strategy and de-
sign firm in that we have completed
more than 175 transformation proj-
ects. From customer experience de-
sign through program execution and
into long term sustainability we are
practitioners who are involved in ev-
ery step of the process, in the trench-
es, getting the work done. This helps
us create a true partnership with our
customers because we walk the talk.
The second biggest contributor to our
success is our people. We come from
diverse backgrounds, some from
big consulting firms, some from the
brand side, but we have one thing in
common, we all care about delivering exceptional experiences to our
customers and about helping our customers light that fire, that passion,
within their employees, which in turn
helps their firms deliver exceptional
Consulting: How is this year
shaping up for your firm?
Arussy: This is shaping up to be
a very successful year for Strativity. We have been honored to win
several new global accounts while
continuing to deliver exceptional
service to our existing customers.
Late in 2015 we acquired the leading journey management platform
Consulting: What’s your firm’s
outlook for 2017? Where do you
see the most opportunities?
Arussy: We are optimistic about
2017 and anticipate expanding our
global presence. The need for com-
panies to deliver exceptional cus-
tomer experiences is greater now
than ever before. Strativity, as a
leader in this space, is uniquely po-
sitioned to help corporations evolve
their customer experience programs.
Consulting: What would you
say are your firm’s biggest
challenges in 2017?
Arussy: Our biggest challenge in
2017 is the “CX noise” that exists
from firms that dabble in the field,
but do not truly engage across the
entire breadth of customer experience. We believe that our industry does not need more tools to tell
customers what is wrong. Customer
experience practitioners need the capacity to make a difference, not just
small process changes here and there
or removing complaints and obstacles. What is necessary is a customer
experience that will differentiate the
organization in the marketplace and
truly please customers.
Consulting: What does being named one of Consulting’s
Fastest Growing Firms mean to
your firm, your employees and
Arussy: Being named to
Consulting magazine’s list of the Fasting Growing Firms is an honor.
It proves our belief that amazing
things can happen when you focus
on your customers.
HQ: HACKENSACK, N.J.
GROWTH RATE: 86%
STRATIVITY GROUP, INC.