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Lior Arussy

Customer Experience Management Expert

One of the world’s leading consultants on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework for converting organizations from product to customer centricity is drawn from his work with some of the globe’s leading brands – Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Wyeth. Arussy’s methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.

New York, New York, USA


A Roadmap to Employee Engagement Sharing first-hand insight from client experiences, Lior outlines the key actions that lead to exceptional employee performance, improved financial results and positive, lasting change. This 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. 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. From his extensive experience, Lior Arussy provides a disciplined methodology for a speedy transformation. Arussy’s blueprint has been successfully used in over 120 transformation projects. 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. 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, reveals their answers.


SmartCEO Circle of Excellence Award

  • Your ideas and recommendations have helped us create a marketing message that has become the exciting new "buzz" in the information security industry. You provided my marketing team with new-found energy and excitement to implement and expand upon your creative ideas. Sometimes we just need that "one person" to guide us with "out of the box" thinking. You did that for us and I thank you.

    - President and CEO of Polivec, Inc.
  • The seminar on customer centricity you delivered was extremely well received. The content and the delivery were truly exceptional, and the feedback was very positive. Our CEO attended the session and was every bit as impressed as the others.

    - Vice President, Marketing and Corporate Development of Siemens Financial Services, Inc
  • I want to thank you for delivering a very thought-provoking workshop to the Global Business Services Leadership Team last week. It was way beyond what I could have hoped for; the content was fresh, the concepts were inspiring and the delivery was exceptional. The resounding theme from the leaders was that you are the best speaker they have ever seen and your presentation was the highest rated of the meeting.

    - Manager, Customer Satisfaction, Global Business Services of Honeywell International, Inc.

Summary Profile

Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for 3 consecutive years. His strategy of enabling eBanking access to consumers via mission critical security was a new concept at the time. At the height of this era, Arussy managed the eBanking security infrastructure for 120 of the largest banks in the world with combined assets of $8 Trillion…no bank was ever compromised. He is the founder of Strativity Group, a global customer experience research and consulting firm, which helps clients create delightful customer experiences and execute profitable customer strategies. Arussy grew the company from his garage to a multi-national professional firm with offices in the US, Canada, the UK, Norway, Turkey and Australia. The company was recognized by Forrester Group as one of the leading pioneers in the area of customer centric transformation. Strativity measures their success by a single method: the customer’s successful execution of their strategies.