Lior Arussy

CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM

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Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating system—interconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins, […]

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Is Employee Happiness Enough to Keep Customers Happy?

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Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. This mismatch is more common than you think. Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers

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Myths About Workplace Culture

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As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives

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Can Global Shared Services and Customer Experience Co-exist?

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Global Shared Services (GSS) teams do not have customers in the traditional sense. Still, the Business Units (BUs) they serve have the same expectations as conventional B2B customers: effortless and consistently excellent experiences that allow them to focus more on the customer and provide increased value. However, in the rapidly changing business environment, the original

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