Lior Arussy



Lior Arussy speaker, keynote, conferencias, customer

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.


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, Lior 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.


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.

He completed his undergraduate degree at Case Western Reserve University, and received his MBA from Weatherhead School of 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.

According to an HBR study, 91% of change programs fail to achieve their original goals. The focus of this session will be how to overcome employee disbelief and cynicism and accelerate transformation. Failing to achieve transformation goals is failing to implement strategic relevance with customers. Failure is not an option.

The New Frontier of Customer Experience: Purpose.

After years of trying to improve customer experience, many organizations succeed only in addressing customer complaints and fixing pain points. But addressing pain points is merely a starting point. Loyalty belongs to those organizations who align their values with those of their customers and create a sense of purpose through their products and services. Creating a purposeful experience requires a new way of designing and implementing the customer experience. This session will explore the definition of the purposeful experience and its principle of design.

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 shifting value creation to your customers and reducing the human aspect of your experience. By doing so, you are 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. While customer choice and flexibility is powerful, the human role in the experience is now more critical than ever before in creating customer value. This session explores how to fuse your digital presence with human experience to ensure customers’ high perception value and loyalty.

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.

Change and Transformation – 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.

In the eyes of employees, change implies that the past was somehow wrong. They cling to the past because it is part of their history, their success. In order to move forward, employees need to contextualize the past and link it to the future. This session explores the lessons learned from over 200 transformation programs and how to create an authentic transformation that will invite employees to accelerate change.

Pride – The missing ingredient in any transformation.

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.

Next Is Now: 5 Steps for Embracing Change—Building a Business that Thrives into the Future.

In Next Is Now, “Lior Arussy provides a comprehensive and instructive roadmap for leading change and preparing yourself and your organization for the future. He generously shares insider insights, examples, and lessons learned from his many years advising top business leaders.” (Denise Lee Yohn, author of What Great Brands Do).

He helps corporate leaders and their employees view change as an opportunity to become invested, drive that change, and achieve more success and job satisfaction than if change were simply implemented from the top down.

Next Is Now: 5 Steps for Embracing Change—Building a Business that Thrives into the Future.

Exceptionalize It!. Stop Boring, Start Exciting Your Customers, Your Employees and Yourself.

Why is exceptionalism so important now? Thee answer is quite simple. You have no other choice. Meeting expectations is no longer sufficient. Doing your job is not a reason to keep you as an employee. Customers expect exceptional experiences. Managers demand exceptional performance. And ultimately, your commitment to excellence requires it.

This is a manifesto of how to rise up to the exceptional performance within organizations and us as individuals. It is a wake-up call to stop accepting mediocrity and average performance. And yes, these pages will be a mirror that may reveal an inconvenient truth. While respecting your achievements to date, staying relevant requires you to constantly examine the simple question: Are You Exceptional?

Exceptionalize It!. Stop Boring, Start Exciting Your Customers, Your Employees and Yourself.