Lior Arussy
Customer Experience Management
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- Traveling From:
- New Jersey
Topics
- Customer Service
- Marketing
- Sales Strategies
- Technology
- Business Growth
Bio
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Lior Arussy is one of the world’s authorities on customer experience management and customer centricity transformation. Mr. Arussy has developed a strategic framework which transforms organizations from product centricity to customer centricity and increases their profitability through differentiation.
As a practitioner, Mr. Arussy draws his insight from the transformation work he has orchestrated in some of the leading organizations around the world such as Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Merck. As an example, Arussy’s transformation methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.
Prior to establishing Strativity Group, Mr. Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for three consecutive years. The core of his strategy was enabling eBanking access to consumers via mission critical security, a new concept at the time. At the height of this era, Arussy managed the eBanking infrastructure of the 120 largest banks in the world with combined assets of $8 Trillion and no bank was ever hacked.
Customer Experience Strategy, Mr. Arussy latest book was described as “the most ambitious and successful attempt at a comprehensive text on the practice of customer experience management... refreshingly practical” Strategy + Business Magazine He is the author of 5 books and over 150 articles and the recipient of CRM Magazine influential leader award.
His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.
Speaker Programs
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:
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." (excerpted from Excellence Every Day)
In this interactive session participants will discover:
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:
Lior Arussy will show your audience how to stop being boring and how to give exceptional customer experiences.
For booking or speaking fees, performance fees,
appearances, and availability, or to BOOK THIS TALENT,
please call us at 1-800-345-5607.