Lior Arussy
- One of the World’s Leading Consultants on Customer Experience
- Conducted over 250 business transformations worldwide
- Founder of Strativity Group and author of 8 books
In Person-Fee 🛈
Fee Range
$20,000 - $30,000
Virtual Fee:
$10,000 - $15,000
Travels From
New York
LIOR ARUSSY at the 10th DEC Congress | DEC Association
Mobilizing Employees to Create Exceptional Experiences
Lior Arussy Speaker Biography
Lior Arussy spent the first part of his career in various executive positions at world-leading firms, such as Hewlett-Packard. It was at this stage that he recognized that the old, traditional methods of change management were flawed, and simple didn’t work for most companies. Lior took it upon himself to create a different methodology – one which recognizes that the key to truly driving a company’s change for success, is in putting its most important resource at the center of its transformational efforts: its employees. The idea being that, in order for customers to choose your product and get the most out of it, you not only have to have an exceptional product, but a great, dedicated, happy team that stands behind that product’s success.
Today, Arussy is one of the leading global authorities in the fields of Customer Experience, Employee Engagement, and Strategy Execution. He is a Corporate Culture expert, a ‘success accelerator’, and a proven, passionate change agent. Called “a triple threat of transformation” by William Taylor, co-founder of Fast Company magazine, Arussy has helped many of the world’s top brands achieve unprecedented goals in customer satisfaction, growth, and profitability. Among these are Mercedes-Benz, Johnson & Johnson, Royal Caribbean Cruises, Thomson Reuters, HSBC, E.ON, FedEx, SAP, and the University of Pennsylvania, to name a few.
Lior’s methodology enabled Mercedes-Benz to reach the much-coveted #1 position in customer satisfaction. Another client, a European logistics corporation, leaped from 3% annual organic growth to 44% annual organic growth in just two years!
In 2003, Arussy founded the Strativity Group, a strategy firm specializing in customer experience consulting, employee engagement programs, journey mapping, and business growth. In addition, Lior has written seven books on business strategy, customer experience optimization, and achieving the ultimate success. He has also written over 300 articles for publications around the world, including the Harvard Business Review, and Chief Executive media, for which he is a regular contributing author.A recipient of numerous awards worldwide, Arussy’s accomplishments, insights, and publications have been cited and recognized by leading media, such as The Wall Street Journal, The Financial Times, The Times of London, Smart CEO Magazine, ABC, CNBC, Bloomberg TV, and MSNBC.
Mr. Arussy currently resides in New Jersey with his wife and five children. He completed his undergraduate degree at Case Western Reserve University, and received his MBA from Weatherhead School of Management. He is a self-professed chocoholic.
The Gen AI-Empowered Customer
The emergence of Artificial Intelligence (AI) has catapulted customers to a new pinnacle of empowerment. This transformative role has restructured the future engagement model, compelling organizations to revisit their value creation and delivery strategies within the context of redefining customer relationships.
Excite Your Customers
Your commitment to your customers and your commitment to excellence requires you to keep your products and services relevant. In order to get new customers and to gain more repeat customers, small business owners need to constantly examine the simple question: Are You Exceptional? Doing so guarantees your edge in today’s business world.
Address the past before you develop the future
Employees’ resistance to change is often perceived as a fear of what the unknown of the future holds, as well as an attachment to the known present and the nostalgic past. A Strativity-sponsored HBR study demonstrates that the root cause of failure of business transformation is the human factor. The real issue, however, is the past rather than a fear of the future.
Pride – The Missing Ingredient
Are your employees proud of the company they work for? This is the most critical question for any customer transformation. Based on 15 years of designing customer experiences for organizations, we’ve learned that a critical component to success is pride in the brand. This session will focus on what it means to create pride in a brand and, specifically, the methods to create authentic pride in your brand.
Accelerate Your Business Transformation
Organizational transformation depends on a multitude of factors, beginning with its design and implementation. The most neglected factor in transformation is employee trust and belief in the process. After years of failed initiatives and a "launch and quit" history, employees develop a skeptical attitude. This cynical attitude is probably the biggest obstacle to his transformation.
Additional Topics:
- Customer Experience as A Growth Engine (Leadership and employees)
- Customer Experience and B2B Sales (Leadership and employees)
- The Answer is Yes! What is the question? (Employees, sales, marketing, service)
- Next Is Now! – Developing Change resilience in the organization (Leadership and employees)
- 91% of strategies fail – why should yours be successful? (Leadership)
