Keynote Speaker
Lior Arussy
 Lior
is an author, visionary, consultant and creative catalyst in the
areas of creating delightful customer experiences and executing
profitable customer strategies. Arussy’s company, Strativity Group.
Inc. advises both Global 2000 companies as well as emerging
businesses around the world. Clients include Nokia, Computer
Associates, SAP, American Management Association, Seagate
Technology, Honeywell, Siemens, Dimension Data, FedEx, Catic, and
Nordea. For his thought leadership and contributions to the industry,
Arussy received CRM Magazine's “2003 Influential Leaders” award and
served as a juror on Fast Company’s Customer First Awards 2005
Mr. Arussy syndicated column Focus: Customer reaches over 600,000
readers worldwide every month. In addition he is the author of four
books including Passionate & Profitable; why customers strategies
fail and 10 steps to do them right! (Wiley 2005) In addition, he
has published over 50 articles in publications around the world
including an article in Harvard Business Review
 Lior
Arussy’s perspective reminds us what contact centers are really for,
which is something that all CosmoCommunity attendees need to
remember. His insights in Customer Experience Management (CEM) apply
to both premise-based and hosted contact centers. Arussy’s
passionate, entertaining, and thought-provoking presentations prove
that it takes more than investments in customer service technologies
to create customer satisfaction and loyalty. Arussy entertains his
audiences while challenging them to radically alter their
understanding of the customer’s role in the organization. He
presents both the methodology and principles of CEM and enlightens
his audiences on how to use CEM to achieve an immediate return on
investment and increase customer loyalty.
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