Lior Arussy

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.