Executing a Successful Customer Experience Stategy: An Interview with Lior Arussy


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Bob Thompson interviews CEM thought leader Lior Arussy about his latest book, Customer Experience Strategy: The Complete Guide from Innovation to Execution. Topics include:

  • How does CEM relate to CRM and Social CRM?
  • What’s the biggest myth about customer experience?
  • How should a CEO lead a customer experience strategy?
  • What kinds of metrics can help executives measure success?
  • What the best way to get started?

Recorded on May 5, 2010.

Lior Arussy
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, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


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