One of the world’s authorities on customer experience, customer centricity and 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 world’s leading brands: Mercedes-Benz, Royal Caribbean Cruises, Delta Air Lines, Thomson Reuters, MasterCard, Novo Nordisk, Walmart and more.
His methodology enabled a Mercedes-Benz to take the number one position in customer satisfaction in two years. Another client, a European logistics corporation leaped from 3% annual organic growth to 44% annual organic growth in just two years.
Mr. Arussy, described by Fast Company Founding Editor William C. Taylor “as one of the most provocative business thinkers I know,” and he has also had his achievements recognized by Consulting Magazine, which named his company one of the Seven Small Jewels in 2017 and one of the fastest growing Consulting Firms for the past three years (2015-2017). His company has also been named to the Inc. 5000 list of fastest growing private companies 5 years in a row. He received the 2015 SmartCEO Circle of Excellence Award and in 2015 was presented with the “Influential Leaders” award by CRM Magazine that same year. Arussy was named the #2 Top Global Guru in Customer Service by Global Gurus. He sits on the board and leadership team of CX@Rutgers and the board of Loyalty360.
Arussy led the internet security division of Hewlett-Packard where he grew the business by 50% per quarter for 5 consecutive years. His strategy of enabling eBanking access to customers via mission critical security was a new concept at the time. At the height of this ear, 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.
Arussy is also the author of seven books, including: Next Is Now (May 2018) and Customer Experience Strategy (2010). In addition, he has published over 3000 articles in publications around the world, including the Harvard Business Review, and Chief Executive media, where he is a regular contributing author.
His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and MSNBC. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.