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Lior Arussy

Author

Driving Transformational Change Through Customer Experience and Innovation

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About

Gender: Male

Nationality: United States

Languages: English

Travels from: United States

Engagement Types

Topics

Websites

Website

TABLE OF CONTENTS

Biography Highlights

Proven Change Agent: Led over 400 corporate transformations globally, driving meaningful change with innovative methodologies.
Author and Visionary: Accomplished author sharing expertise in customer experience and strategy execution to inspire success.
Passionate Speaker: Inspires and motivates audiences worldwide with a dynamic and passionate approach.

Biography

Lior Arussy: Championing Transformation – Revolutionizing Customer Experience and Employee Engagement

Lior Arussy spent the first part of his career in various executive positions at worldleading 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.

Videos

Speaking videos

Media, podcast appearances and interviews

Popular Talks

Who is Authoring Your Story?

Change is the new normal and most individuals and organizations are still lack the skills to be future ready. In this inspiring keynote based on the latest book Dare to Author! (Greenleaf 2024) Arussy challenges the audience to examine wat role do they play in their story, the hero, or the victim? Arussy asserts that if we are not the proactive author of our story, professional or personal, it will be authored for us.

Participants will discover.

The impact of old biases and prejudice such as the impostor syndrome on their story
The negative consequences of dismissing positive feedback.
Methods to develop their story.
The role of story in leadership, team performance and achieving exceptional results

Based on extensive experience in over 400 corporate transformations, Arussy shares the naked truth with his audience while leading them through a discovery journey of how to become the authors of their own stories.

Available: In person, Virtually

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 will 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.

Other Keynotes

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)

Available: In person, Virtually

Lior'S

TESTIMONIALS

Lior, as usual, you were a machine up there. How you do it (without teleprompters) is unbelievable. I really appreciate all the coordination and execution that went into this. You are a class organization, that gave us 110% and in my experiences with other partners, you stand out as one that AMAZED me.

Mazda

My pack loved you!! You were super engaging and gained immediate credibility. I especially loved how you were able to get people to speak while making them feel comfortable. The group was clearly transparent and 100% engaged.

Great Wolf Lodge

Thank you again and again for always surprising, delighting and exceeding our expectations.

Novo Nordisk

Just a quick note to let you know that your presentation Wednesday was a huge hit. I continued to get comments from the team throughout the next 2 days about the impact it made on them. You really helped push this over the top -- we have full commitment from the Executive Leadership Team.

Cognizant

Books

Dare to Author!: Take Charge of the Narrative of Your Life

Lior Arussy’s latest book, Dare to Author! is a call for people to write—and therefore own—their life’s story, even when events are unexpected and don’t always turn out the way we want. The book is a manifesto and a guide to converting life experiences into future strength, resilience, and development and, in the process, transforming ourselves from victims to victors. Incorporating unique personal insights and his own professional experiences, Arussy carefully describes the challenges and dangers of living life authored by circumstances, social pressures, or other people, and he provides a proactive way to process and convert life experiences into future resilience, strength, and development. If we are not converting life experiences into authored chapters of our own life story, we are blocking our ability to grow and manage future challenges. Readers will come away inspired, confident, and ready to act with three important concepts— • A reality check/wake-up call asking Who is authoring your life’s story? and an explanation of why readers may not have authored their own life thus far. • A process to start writing the reader’s story by crafting chapters that will develop resilience and a growth toolbox for life. • An understanding of the application of the Authoring Process to professional and personal situations, making that authoring process more relevant and accessible. Readers from broad backgrounds who are looking for guidance in how to live and lead in the best way possible, in personal relationships and professional life, will finish this book with the following thoughts: It’s about me. He gets me. I am not alone. My feelings are real. I can do it. I can take control of my life. It is a choice to become the victor. I refuse to default to victimhood. I am hopeful. Lior Arussy is a seven-time author and one of the world’s leading authorities on customer experience, transformation, and change, and the founder of the transformation firm Strativity Group. Arussy helped some of the world’s leading brands such as Mercedes Benz, Delta Airlines, Walmart, FedEx, Johnson & Johnsons and MasterCard to author the next chapter in their success.

Next Is Now! - Post Covid 19 Lessons: Develop Change Resilience to face with courage the unprecedented challenges of business and life

CHANGE IS THE NEW NORMAL. If there is one lesson, we can take from the Covid 19 pandemic is that resilience is the true competitive advantage. Predictability and consistency are giving way to uncertainty and adaptation. It happens every day in every aspect of our lives or work. The old business model for change failed to deliver the results. Welcome to change resilience. A new way not only to survive change, but thrive in it. This follow up eBook to Next Is Now details the lessons from Covid 19 and how to elevate the change resilience of organizations and individuals to better embrace change and unpredictability and transform them from a survival state to an accelerator of our purpose and goals. Join me on a journey to transform your Covid 19 experience into a stronger change resilience and a vehicle for future success. Written by one of the world’s leading authorities on customer-centric business transformation, Lior Arussy developed his experience by deploying change, not observing it. Next Is Now – Post Covid 19 Lessons is a straight-from-the-trenches view of how to deliver change with real results.

Next Is Now: 5 steps for embracing change - building a business that thrives into the future

Are you open to change? Are you aware of how much change your organisation is facing in the future? The simple truth is that business environments are under constant change, becoming more complex, volatile, and unpredictable day-by-day. Having the ability to prepare and plan for change and not just adapt to it is the only way one can survive in both business and in life. Yet countless studies tell us how difficult it is for individuals and organizations to change. Why? Because change creates an identity crisis which threatens our self-esteem, our sense of financial security and our belief systems. In this book, author Lior Arussy explores the reasons why we resist change and how to develop a new competence; change resilience. The book provides a step-by-step guide to help us approach change from a point of strength. Through vivid examples involving organizations ranging from Mercedes-Benz, Disney, Kia, Kennedy Center, Zappos, and other Fortune 500 companies, Arussy presents his proven methodology to improve `change resilience’ and help leaders and their employees embrace change with passion and excitement for business success.

Excellence Every Day: Make the Daily Choice—Inspire Your Employees and Amaze Your Customers

Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores “The Excellence Myth,” revealing a new philosophy of excellence to help individuals and organizations reach their performance potential. Including both personal anecdotes as well as the results of a 23,000-participant study, the book details the keys to expanding leadership skills, improving employee satisfaction and job performance, and securing customer loyalty. The guide also explains how making “The Daily Choice” will empower employees to reach new heights of excellence, creating delightful customer experiences and achieving results from the bottom up.

Passionate and Profitable: Why Customer Strategies Fail and Ten Steps to Do Them Right!

According to Strativity’s 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

The Experience: How to Wow Your Customers and Create a Passionate Workplace

An important read for all company managers who value their customers. Companies rush to reduce costs and automate services, turning relationships into an efficiency machine. The problem is that relationships are not about efficiency, they are about a human touch. One cannot automate relationships. Relationships and experiences can be created only by humans. This book is about building sustainable relationships through positive experiences. It is a journey of a manager who discovers that people come first and tools come second. It is based on realizing that the key to the future customer experience is well rooted in the way old neighborhood stores used to deliver personal service, one customer at a time, one experience at a time.

Exceptionalize It! Revised edition

Customer Experience Strategy-The Complete Guide from Innovation to Execution

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