LIOR ARUSSY
Hailed as one of the world’s leading authorities on Customer Experience and Strategy Execution, Lior Arussy is an author, visionary, consultant, and creative change agent. His insights and methods have been successfully put into practice in over 200 corporate transformations worldwide, making Lior not only a forerunner in the field, but a proven practitioner.
LIOR ARUSSY - SPEAKER PROFILE
Hailed as one of the world’s leading authorities on Customer Experience and Strategy Execution, Lior Arussy is an author, visionary, consultant, and creative change agent. His insights and methods have been successfully put into practice in over 200 corporate transformations worldwide, making Lior not only a forerunner in the field, but a proven practitioner. And that’s what truly sets Lior apart; where other speakers simply talk of change, Arussy makes it happen time and time again.
As inspiring as he is passionate, Lior’s unique and critical voice continues to drive people across the globe to achieve their ultimate success.
Recognized by ABC News, The Wall Street Journal, Financial Times, The Times of London and Gartner as one of the world’s leading authorities on customer experience management and customer centricity transformation, Lior Arussy has developed a strategic framework to transform organizations from product to customer-centricity while increasing their profitability through differentiation.
One of the world’s authorities on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean Cruises, Thomson Reuters, HSBC, E.ON, FedEx, SAP, University of Pennsylvania and Johnson and Johnson. His methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in just two years.
Mr. Arussy’s achievements were recognized by Consulting Magazine which named his company among the Top 7 consulting companies to watch in 2015 and by CRM Magazine who honored him with their “Influential Leaders” award.
Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard among other companies.
Arussy is also the author of six books including the newly released and updated version of Exceptionalize it! (2015) and Customer Experience Strategy (2010). In addition, he has published over 150 articles in publications around the world including the Harvard Business Review.
His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and MSNBC. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.
As inspiring as he is passionate, Lior’s unique and critical voice continues to drive people across the globe to achieve their ultimate success.
Recognized by ABC News, The Wall Street Journal, Financial Times, The Times of London and Gartner as one of the world’s leading authorities on customer experience management and customer centricity transformation, Lior Arussy has developed a strategic framework to transform organizations from product to customer-centricity while increasing their profitability through differentiation.
One of the world’s authorities on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean Cruises, Thomson Reuters, HSBC, E.ON, FedEx, SAP, University of Pennsylvania and Johnson and Johnson. His methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in just two years.
Mr. Arussy’s achievements were recognized by Consulting Magazine which named his company among the Top 7 consulting companies to watch in 2015 and by CRM Magazine who honored him with their “Influential Leaders” award.
Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard among other companies.
Arussy is also the author of six books including the newly released and updated version of Exceptionalize it! (2015) and Customer Experience Strategy (2010). In addition, he has published over 150 articles in publications around the world including the Harvard Business Review.
His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and MSNBC. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.
SUGGESTED SPEAKING TOPICS
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:
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.” In this interactive session participants will discover
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:
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
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.” 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
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
Reviews of Lior Arussy
The Perfect Combination of Content, Urgency, and Humor
:: Colleen Edwards, Vice President, Corporate Communications of Kofax, Inc.
“Lior, your keynote was a home run for our audience. The perfect combination of content, urgency, and humor. Everyone from the Board to our customers and partners gave us very positive feedback on the relevancy and effectiveness of your talk. If you need a reference in the future, count on us.”
Lior Was a Superstar!
:: Amy George, Vice President of Talent, Diversity and Inclusion of Terex Corporation
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.
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.
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.
You Helped Us Create A Marketing Message That Is The New Buzz In Our Industry
:: Roberto Medrano, President and CEO of Polivec, Inc.
Thank you for an excellent marketing strategy session. Your ideas and recommendations have helped us create a marketing message that has become the exciting new “buzz” in the information security industry. You provided my marketing team with newfound energy and excitement to implement and expand upon your creative ideas. Sometimes we just need that “one person” to guide us with “out of the box” thinking. You did that for us and I thank you.
A Perfect Fit For The Conference Theme
:: 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…
Lior Made Us Think
:: Ted Hopton, Director, Membership Services of International Customer Management Institute (ICMI)
Lior’s keynote address at our Call Center Demo & Conference in Orlando was right on target for our audience. It was a skillful blend of valuable insights, fact-filled research and amusing anecdotes that all combined to deliver a compelling call-to-action that resonated with the call center professionals in attendance. Lior made us all think and inspired us to make changes — exactly what a keynote speaker should do.
Content And Delivery Were Truly Exceptional
:: Joseph A. Accardi, Vice President, Marketing and Corporate Development of Siemens Financial Services, Inc
The seminar on customer centricity you delivered was extremely well received. The content and the delivery were truly exceptional, and the feedback was very positive. Our CEO attended the session and was every bit as impressed as the others.
:: Colleen Edwards, Vice President, Corporate Communications of Kofax, Inc.
“Lior, your keynote was a home run for our audience. The perfect combination of content, urgency, and humor. Everyone from the Board to our customers and partners gave us very positive feedback on the relevancy and effectiveness of your talk. If you need a reference in the future, count on us.”
Lior Was a Superstar!
:: Amy George, Vice President of Talent, Diversity and Inclusion of Terex Corporation
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.
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.
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.
You Helped Us Create A Marketing Message That Is The New Buzz In Our Industry
:: Roberto Medrano, President and CEO of Polivec, Inc.
Thank you for an excellent marketing strategy session. Your ideas and recommendations have helped us create a marketing message that has become the exciting new “buzz” in the information security industry. You provided my marketing team with newfound energy and excitement to implement and expand upon your creative ideas. Sometimes we just need that “one person” to guide us with “out of the box” thinking. You did that for us and I thank you.
A Perfect Fit For The Conference Theme
:: 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…
Lior Made Us Think
:: Ted Hopton, Director, Membership Services of International Customer Management Institute (ICMI)
Lior’s keynote address at our Call Center Demo & Conference in Orlando was right on target for our audience. It was a skillful blend of valuable insights, fact-filled research and amusing anecdotes that all combined to deliver a compelling call-to-action that resonated with the call center professionals in attendance. Lior made us all think and inspired us to make changes — exactly what a keynote speaker should do.
Content And Delivery Were Truly Exceptional
:: Joseph A. Accardi, Vice President, Marketing and Corporate Development of Siemens Financial Services, Inc
The seminar on customer centricity you delivered was extremely well received. The content and the delivery were truly exceptional, and the feedback was very positive. Our CEO attended the session and was every bit as impressed as the others.
