42. Strativity Group Growth Rate: 86% HQ: hackensack, N.J.
For over 14 years, Hackensck, N.J.-based Strativity Group has led dozens of organizations around the world into a new era of customer-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 design firm in that we have completed more than 175 transformation projects. From customer experience design through program execution and into long term sustainability we are practitioners who are involved in every step of the process, in the trenches, 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 customer experiences.
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 “Touchpoint Dashboard.”
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 companies to deliver exceptional customer experiences is greater now than ever before. Strativity, as a leader in this space, is uniquely positioned 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 your clients?
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.