Lior Arussy Headshot
Report a problem with this profile
[email protected]

Lior Arussy    

Customer Experience Management Expert & Author

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 the past three years. Strativity has the additional distinction of being named to the Inc. 5000 Honor Roll, reserved for firms who have been named to the Inc. 5000 list for 5 or more consecutive years.

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.

Speech Topics


Customer experience as an engine for growth or “Do You Really Love your customers?”

While most organizations pursues 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.

Fusion of digital and human experiences Or “what would we all do when digital take over?”

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.

Change Resilience – The New Core Competence Or “why do we fear change so much (and deny that we do)?”

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.

Culture as a platform for exceptional performance Or “what actions do your culture drive?”

For many people culture is an enigma. We all talk about it and few can fully understand and gasp it. Yet culture drive performance and failing to lead it is failing to drive the organization to its fully potential. Culture will either evolve by itself or be led. What is culture? What is the narrative that drive 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.

Survive or Thrive – The Choice is yours (Web Based Program)

While Covid19 is unprecedented, we cant act as it is such. The rare and the few will emerge from this crisis thriving and not surviving. Using the Future Ready methods I established in Next Is Now (2018) this 60 minutes session enable employees and leaders to rethink their response to the crisis and provide with tools to LIVE through the crisis and make it meaningful as oppose to a passive event.

Strategic Opportunities Assessment (Web Based Program)

While the crisis provides threats to established business models, it give rise to new opportunities. This 120 minutes session is designed to assess the emerging opportunities and chart a new path forward in experimenting with those new opportunities leveraging the organization’s strengths.

News


The Experience: How to Wow Your Customers and Create a ...

Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies m. Hardcover, 128 pages. Published January ...

3 Keys To Destroying The Competition - Business Insider

The key to dominating any industry is knowing exactly who your customer is, says Lior Arussy in his book, Exceptionalize It! As the founder of customer research ...

Related Speakers View all


More like Lior