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Keynote Speakers
Lior Arussy
world's leading customer experience consultant
Books by Lior Arussy
Today's leading consultant in customer experience strategy and management, Arussy's books deliver real practical advice for creating exceptional relevancy to your customers.
Customer Experience Strategy: The Complete Guide From Innovation to Execution
"Customer Experience Strategy" has penetrated the mainstream corporate agenda. It provides a complete strategic and operational framework for organizations and individuals committed to deploying customer experience. The book has been gleaned from years of designing and implementing customer experience strategies at organizations worldwide. “The most ambitious and successful attempt at a comprehensive text on the practice of customer experience management...refreshingly practical.” strategy + business magazine
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Excellence Every Day: The Excellence Myth
In "Excellence Every Day," Lior Arussy reveals how a subtle yet pervasive mindset holds businesses back by undermining employee performance, eroding customer loyalty and erasing any competitive advantage a firm may enjoy or aspire to. Arussy's inspired (and inspiring) remedy is the "Daily Choice," a strategy that will empower your employees to reach new heights of excellence - delighting customers and achieving superior results from the bottom up.
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Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!
Companies are not choosing to build customer relationships nor committing fully to the customer experience. Management strategies that are customer-related activities are undertaken as "initiatives", "programs," or "campaigns," running for a short period of time and never being embraced as a full operational strategy. In this book, customer relationship management consulting guru Arussy demonstrates how the seller's interest in the buyer's welfare can be motivated by the desire to seek mutual gain.
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Innovating IT: Transforming IT From Cost Crunchers to Growth Drivers
Arussy defines a vision for new leadership--a CI2O, Chief Information to Innovation Officer. His user-centric agenda creates a thought-provoking, challenging, and invigorating view of IT, motivated by the restless awareness that dawn has already broken. NOTE: this book is not currently in print, however used copies can often be found on Amazon.com.
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The Experience! How to Wow Your Customers and Create a Passionate Workplace
The Experience! is the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff and enabling them to become passionate about their work. In an easy-to-read style, this book provides solutions to implement for immediate improvement in customer service and loyalty.
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