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VOC Expert Series: Michael Starr of Strativity

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Michael is a principal at Strativity Group, the leading consulting firm focused exclusively on customer experience management, the science and art of helping companies become more profitable by become more customer-centric.  Michael is an expert in building the business case for investments in customer experience and in identifying the key drivers of customer loyalty.  At Strativity, Michael has worked with a wide array of Global 1000 and emerging companies in the Financial Services, Health Care, Logistics, Automotive and Retail industries.

Michael joined Strativity Group after helping to lead the transformation in the customer experience at American Express, where he was Director of Customer Experience for almost four years.  Some of Michael's accomplishments at American Express included: transforming the customer metrics and incentive structure to increase the focus on customer experience, identifying the key drivers of customer loyalty at both the process and the product level, linking customer loyalty to business outcomes, and developing and managing American Express’ differentiated care strategy.

Prior to working at American Express, Starr was a consultant at Bain & Company where he worked on a variety of operations and customer segmentation strategy projects, including one that improved the customer experience in general servicing for a leading credit card issuer in the United States.  Starr completed his undergraduate degree at Columbia University and earned his MBA from the Graduate School of Business at Columbia University.

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