Lior Arussy

Lior Arussy - Customer Service Sales Business Strategy  speaker


About Lior Arussy - Founder of Strativity Group and Author of the Customer Service Experience:

One of the world's leading consultants on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework for converting organizations from product to customer centricity is drawn from his work with some of the globe's leading brands - Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Wyeth. Arussy's methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.

Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for 3 consecutive years. His strategy of enabling eBanking access to consumers via mission critical security was a new concept at the time. At the height of this era, Arussy managed the eBanking security infrastructure for 120 of the largest banks in the world with combined assets of $8 Trillion - no bank was ever compromised.

He is the founder of Strativity Group, a global customer experience research and consulting firm, which helps clients create delightful customer experiences and execute profitable customer strategies. Arussy grew the company from his garage to a multi-national professional firm with offices in the US, Canada, the UK, Norway, Turkey and Australia. The company was recognized by Forrester Group as one of the leading pioneers in the area of customer centric transformation. Strativity measures their success by a single method: the customer's successful execution of their strategies.

His latest book, Customer Experience Strategy, is described as the most ambitious and successful attempt at a comprehensive text on the practice of customer experience management...refreshingly practical by strategy + business magazine

Arussy is the recipient of CRM Magazine's Influential Leader Award and the author of 5 books on customer experience and employee engagement. His syndicated column Focus: Customer reaches over 1,000,000 readers worldwide every month. Over 100 of his articles have appeared in publications around the world, including Harvard Business Review. His accomplishments have been recognized by leading press and analysts at ABC, CBC, Bloomberg TV, The Wall Street Journal, Financial Times, The Times of London, Forrester Research and Gartner.

Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA at Weatherhead School of Management.

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What Lior Arussy Talks About:

Lior Arussy's presentations are full of refreshingly practical advice for creating 'wow' experiences for your customers, aligning all departments towards customer centricity and being exceptionally relevant to your customers' needs. Based on his corporate experience where he grew HP's business by 50% per quarter for 3 consecutive years along with the last 10 years of consulting with top brand companies worldwide, Arussy brings valuable insight, fact-filled research and amusing anecdotes to every presentation.

Customer-Centric Transformation - The Blueprint to Execution and Profitability
How do you transform your organization, people, processes, tools and culture into the new era of customer focus? Every organization is talking about customer centricity; very few organizations know how to lead this transformation. Welcome to the blueprint for customer-centric transformation.

From his extensive experience, Lior Arussy provides a disciplined methodology for a speedy transformation. Arussy's blueprint has been successfully used in over 120 transformation projects. In this session, attendees learn:

  • The multi-disciplinary blueprint for customer-centric transformation
  • How to develop deeper insights into your customer's needs
  • Typical pitfalls you absolutely must avoid
  • How to ignite the power of your employees to create the change

Arussy's presentation transforms cynics into believers, aligns the organization, creates confidence and outlines the step by step approach required to get the transformation completed.

Exceptional or Nothing - The New Performance Standard
Lior Arussy conducted a multi-year study with 30,000 participants to determine the obstacles to excellence performance; he asked questions like: Do you aspire to deliver excellence? Do you believe you deliver it already? Do you know how to?

His book, Excellence Every Day (2009), reveals their answers. Understanding excellence and how to deliver it is at the heart of the matter. We have been captivated by misconceptions and faulty logic that is encapsulated in what I call 'The Excellence Myth'. The myth presents a paradox: It is precisely the traditional definition of excellence that stops us from achieving our capacity for excellence. Instead of inspiring us to reach our full potential, 'The Excellence Myth' debilitates us, permitting us to accept something less.

In this interactive session participants will discover:

  • The reasons organizations fail to deliver excellence
  • 'The Excellence Myth'┬áthat stops organizations from reaching their highest level of performance
  • How to redefine excellence and set a new performance standard
  • The blueprint to personal, managerial and organizational excellence
  • How to focus the organization on delivering excellence everyday in every activity

This presentation assists organizations to maximize performance of your most critical assets - your people.

Delight or Sell - Customer Experience as a Competitive Advantage
In a customer empowered era, an exceptional experience is key to differentiation and profitability. We are all customers. We know what feels right and what feels wrong. More importantly, we know what is great and what is not.

In his tough love vintage style, Lior Arussy will challenge you to stop boring your customers and start giving them an exceptional experience.

Topics covered during this presentation:

  • The art and science of memories
  • Meeting customer expectations is risky
  • The foundation of customer experience strategy
  • Principles of customer experience innovation
  • Critical success factors to customer experience transformation
  • Managing employee and customer choices
  • The economics of customer experience

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 Recent Publications

It was way beyond what I could have hoped for; the content was fresh, the concepts were inspiring and the delivery was exceptional.

Global Business Services of Honeywell International, Inc.

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