Lior Arussy

Lior Arussy is the founder of Strativity Group, a globally recognized customer experience research and consulting firm, and one of the world’s leading authorities on customer centricity, employee engagement, and organizational transformation. His strategic framework for converting organizations from product-centric to customer-centric has generated billions in growth for clients worldwide.

Building Customer-Centric Organizations That Outperform

Arussy grew Strativity from his garage into a multinational firm with offices across six countries, recognized by Forrester as a pioneer in customer-centric transformation. His work has impacted over 220 million customers and 375,000 employees worldwide, with clients including Capital One, Thomson Reuters, HSBC, SAP, and the University of Pennsylvania. Previously, he led HP’s internet security division, growing the business by 50 percent per quarter for three consecutive years while managing eBanking security infrastructure for 120 of the world’s largest banks.

The Blueprint for Customer Experience Excellence

Arussy is the author of five books on customer experience and employee engagement, including Customer Experience Strategy and Excellence Every Day. He is the recipient of CRM Magazine’s Influential Leader Award. His keynotes deliver a strategic blueprint for creating exceptional customer experiences, transforming employee engagement, driving profitable growth through customer centricity, and building organizations where excellence is the standard, not the exception.

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.

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.

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.

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.

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.