One of the world’s leading authorities on customer experience, Lior Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of design and transformation firm Strativity Group. Called “a triple threat of transformation” by co-founder and founding editor of Fast Company William Taylor, Arussy is a unique, critical, global voice helping people worldwide achieve ultimate success.
Prior to founding Strativity Group, Arussy spent his career in executive positions at companies like Hewlett-Packard. With an understanding that traditional change management is not working, Arussy has worked with many of the world’s top brands including Mercedes-Benz, Royal Caribbean Cruises, Thomson Reuters, HSBC, E.ON, FedEx, SAP, University of Pennsylvania, and Johnson & Johnson, among others, to recognize that the key to truly driving change for success is in putting employees at the center of transformation efforts. His methodology enabled Mercedes Benz to take the number 1 position in customer satisfaction in just two years. Another client, a European logistics corporation, leaped from 3% annual organic growth to 44% annual organic growth in just two years.
The recipient of the 2015 SmartCEO Circle of Excellence Award, Arussy was also presented the 2015 “Influential Leaders” award by CRM Magazine and named the #2 Top Global Guru in Customer Service by Global Gurus. Consulting Magazine also named Strativity “A Small Jewel” in 2017 and one of the fastest growing for 3 years in a row (2015, 2016 and 2017). Strativity was also included in the Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies, five years in a row.
In addition to his work with Strativity, Arussy is the author of seven books including the forthcoming Next is Now: 5 Steps for Embracing Change – Building a Business that Thrives into the Future (May 2018, Simon & Schuster), and his self-published Exceptionalize it! (2015), which has sold over 30,000 copies to date. Arussy has written over 250 articles for publications around the world, including the Harvard Business Review, and multitude of magazines and media outlets have cited his work, including MSNBC, CNBC, Bloomberg TV, the Wall Street Journal, Fast Company, CRM Magazine, Smart CEO Magazine, and Inc. magazine.
Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management. He resides in New Jersey with his wife and five children. When he’s not sampling fine chocolates or collecting Swiss watches, he enjoys exploring new cultures—2.6 million miles on United so far.
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.
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.
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 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.