Lior Arussy is a respected and recognized expert in customer centricity and service. He delivers thought-provoking keynotes which help companies improve their customer service management and in turn increase their growth, success, and overall management abilities. Lior Arussy teaches audiences the importance of consumer and service elements which are important in any type of business.
Lior Arussy is one of today’s leading consultants on customer experience and customer centric transformation. 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 Reutersv SAP, University of Pennsylvania, HSBC, E.ON, Nokia and Wyeth. Arussy’s methods have helped 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 expanded the company from a one-man enterprise in his garage to a multi-national professional firm with offices in the US, Canada, the UK, Norway, Turkey and Australia. Forrester Group recognized the company 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.
Arussy’s 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 received the CRM Magazine’s “Influential Leader Award” and he has authored 5 books on customer experience and employee engagement. His syndicated column “Focus: Customer” reaches more than 1,000, 000 readers worldwide every month. Over 100 of his articles have appeared in publications around the world, including Harvard Business Review.
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.
- 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)
- 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.
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:: Paul Stobart, Managing Director of Sage UK
Working with Strativity has transformed the way we think about customer experience at Sage. The research techniques employed by Strativity deliver meaningful, insightful and actionable results, which we have found to be invaluable in our own journey to provide customers with a better experience. Above all else, the team at Strativity are a delight to work with – committed, forthright, personable, engaging. I would recommend them wholeheartedly.
:: Peter Flanagan, General Manager, Customer Interactive Solutions of Dimension Data South Africa
Companies most often believe that they have a solid relationship with their customers. You demonstrated how this is, paradoxically, not the case, and how to redesign the experience by rethinking when, where, and how we should invest our resources in the customer experience.
:: Scott Feldman, Director, Global Leadership Program of SAP
The entire SAP Team wishes to extend a personal thank-you for participating in our first Global Leadership Program. The results are in: This program was a huge success for everyone involved!
:: Paul Roberts, Global Customer Marketing of Genesys Telecommunications
Quite simply, Lior delivered an outstanding keynote presentation at our recent G-Force user conference in Orlando. Focused on delighting customers, his message was a perfect fit for the conference theme and the passion with which it was delivered captivated our audience of customer service professionals. Furthermore, Lior took the time and effort to meet with many of our customers after his presentation. This made a huge difference to their event experience.
Our post event survey results validated my view of Lior’s keynote presentation, achieving the highest scores of our main stage presenters. We will have a tough time trying to find a keynote to follow Lior next year…