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 One and Only – The Gen AI-Empowered Customer
Over the past two decades, digital transformation has profoundly redefined customer expectations, roles, responsibilities, and, most significantly, the very concept of customer value. In the realm of business, value creation can be categorized into two fundamental approaches: one driven by inspiration, the other born of desperation. The former involves the creation of remarkable value, leading to the accrual of profit margins, while the latter is characterized by a mere following of established trends.
The emergence of Artificial Intelligence (AI) has catapulted customers to a new pinnacle of empowerment. Customers are now not only consumers but creators and the embodiment of brand identity. 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.
In this presentation, we embark on a journey that covers four crucial dimensions:
The Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way.
The New Customer Personality – The One and Only: We delve into the concept of the "One and Only" customer, who, in the age of Gen AI, demands an entirely new level of co-created engagement.
Engaging with the One and Only Customer: We will explore innovative strategies for engaging with this empowered customer, reimagining customer interactions in a manner that resonates with their distinct individuality.
Inspiring and Creating Relevant Value: We'll provide insights into methodologies for inspiring the One and Only customer and delivering value that is not just meaningful but also profitable.
This presentation aims to illuminate the profound impact of Gen AI on the customer mindset. Through real-life examples, we will illustrate the challenges and opportunities presented by this evolving landscape. The audience is encouraged to adapt their practices, embracing change to meet the demands of this new breed of customers, who expect nothing less than future-ready, profitable value in their brand experiences.
Do You Really Love your customers? -Customer experience as an engine for growth
While most organizations pursue a customer strategy, few actually maximize the financial benefits. How to create and execute a profitable customer strategy is the focal point of this keynote. Based on real-life experience, we will explore the success (and some failures) of leading brands in their pursuit of profitable, lasting customer relationships.
What would we all do when digital takes over? -The fusion of digital and human experiences
What is the future of the customer experience? Would it all be digital? Are all employees going to be extinct? Formulating the right balance between human and digital experiences as a value for customers will be the main theme of this presentation. Leveraging past technology transformations with the most current Gen Z research, this presentation will pave a path for the future of customer- organization relationships.
Why do we fear change so much (and deny that we do)? - Change Resilience – The New Core Competence
Based on an HBR study, only 9% of strategic initiatives reach their successful implementation. The main reason: the human factor. For organizations to survive and thrive in the future, they need to develop a new core competence, change resilience. The scope and speed in which you will adapt to the next will be the determining factor of your future existence. What is change resilience and how to turn it into a differentiator and success driver? The answer to these questions will be delivered during this inspiring presentation.
What actions do your culture drive? - Culture as a platform for exceptional performance
For many people, culture is an enigma. We all talk about it and few can fully understand and grasp it. Yet culture drive performance and failing to lead it is failing to drive the organization to its fullest potential. Culture will either evolve by itself or be led. What is culture? What is the narrative that drives performance in your organization? And most importantly how to develop and deploy a positive narrative that leads employees to exceptional performance? Exploring these topics will be at the center of this eye-opening keynote.
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)
