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About

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.

 
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CUSTOMER EXPERIENCE

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.

INNOVATION & CREATIVITY

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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.

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STRATEGY &
CORPORATE CULTURE

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.

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FUTURISM & TECHNOLOGY

The Fusion of the Digital & Human Experience

Does your digital experience define your value to customers? If the answer is yes, you are most likely eroding your perception of value and likely will be exposed to price pressure. Smart organizations are not using their digital presence to replace the human aspect of their experience, but rather, to amplify it. This session explores how to fuse your digital presence with human experience to ensure customers’ high perception value and loyalty.

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BUSINESS MANAGEMENT

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.

Lior's Story

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.