One of the world's authorities on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework converts organizations from product to customer centricity. It 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. His methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.
Mr. 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, Mr. 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. Mr. 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. His latest book, Customer Experience Strategy, is described as "the most ambitious and successful attempt at a comprehensive text on the practice of customer experience management...refreshingly practical." strategy + business magazine. Lior Arussy is the recipient of CRM Magazine's "Influential Leader Award" and the author of 5 books on customer experience and employee engagement. His syndicated column "Focus: Customer" reaches over 1,000, 000 readers worldwide every month. He has published over 100 articles in publications around the world, including an article at Harvard Business Review. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA at Weatherhead School of Management. His accomplishments have been recognized by leading press and analysts at ABC, CBC, Bloomberg TV, The Wall Street Journal, Financial Times, The Times of London, Forrester Research and Gartner.
What he presents:
Do you really love your customer?
The path to profitability
Customet experience management: From leads to loyalists
From information to Innovation
Evolve Your Performance - Create Experience, Empower Employees, Deliver Excellence