Lior Arussy

Author And Expert On Customer Experience And Customer Centric Transformation.

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Categories: Business Growth, Communication, Employee Engagement, Human Resources Tag: New York

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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.” 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.

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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.

A Roadmap to Employee Engagement
Sharing first-hand insight from client experiences, Lior Arussy – whose work has impacted over 220 million customers and 375,000 employees around the world – outlines the key actions that lead to exceptional employee performance, improved financial results and positive, lasting change.

Lior’s presentation shows why you cannot afford unengaged employees and why benchmarking must stop. Every day that your customers are engaged with cynical employees is a day you lose profits, business, and customers. Lior provides an understanding of the root causes of cynical employees.

The first step that will change the fate of your organization is to create a powerful, world-changing vision to inspire your employees. The next step is to ensure they have the tools to execute it.

Employee engagement is a reaffirmation of the relationship between a company and its employees. In this talk, Lior provides both the roadmap to build your vision and the tools for your organization to create fully engaged employees.

Attendees learn:

Six false assumptions that lead to employee engagement failure
The reasons why employees don’t respond to your engagement efforts
The 4 core relationships that directly affect employee engagement and productivity
How to design an effective and integrated employee engagement program

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.

There are no more excuses. Now you can get started. This session is the first step.

Lior Arussy is a passionate professional who helps companies deliver exceptional experiences in everyday customer contacts. Named “Influential Leader” by CRM Magazine, Arussy is the Founder of Strativity Group, a consulting firm dedicated to customer centric transformation.

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.” (excerpted from Excellence Every Day)

In this interactive session participants will discover:

The reasons organizations fail to deliver excellence
“The Excellence Myth”™ that 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

Testimonials

“The Best On Making The Customer Experience Story Meaningful. We found Lior’s message on Customer Experience insightful and very relevant to our market. It’s our belief that helping our clients define and improve their delivery of Customer Experience is the starting point of acting as a Business Growth Partner. Lior is the best I’ve seen on making the Customer Experience story meaningful to everyone from the VP of Customer Service to the CFO.”
Conn Nicoll, Director, National Sales of TELUS

“Lior Was a Superstar! Lior was a superstar! His message really resonated with our audience and his key points tied in beautifully with our conference themes. Despite being exposed to a lot of other content, people were still referencing Lior’s remarks several days later.”
Amy George, Vice President of Talent, Diversity and Inclusion of Terex Corporation

“Your Presentation Was The Highest Rated Of The Meeting – 9.8 Out Of 10. I want to thank you for delivering a very thought-provoking workshop to the Global Business Services Leadership Team last week. It was way beyond what I could have hoped for; the content was fresh, the concepts were inspiring and the delivery was exceptional.The resounding theme from the leaders was that you are the best speaker they have ever seen and your presentation was the highest rated of the meeting – 9.8 out of 10.”
Ginny Danforth, Manager, Customer Satisfaction, Global Business Services of Honeywell International, Inc.

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