2024 PMI CEO Thinking Forum
“Customer Experience As A Growth Strategy”

September 18-19, Viceroy Chicago

Lior Arussy headshotThe PMI CEO Thinking Forum, “Customer Experience As A Growth Strategy,” was held Sept. 18-19 at the Viceroy Chicago on the Windy City's Gold Coast. Led by Lior Arussy – a leading authority on how to create outstanding experiences and value for customers – the forum explored how to place your company's most important resource – your employees – at the center of your product development and customer experience efforts.

Designed to meet the needs of senior executives, the forum provides the opportunity to connect face-to-face with your industry peers to discuss issues of mutual importance. Participants in past PMI CEO Thinking Forums have described their experiences as “highly valuable,” “a great time investment,” and “fundamentally different from other leadership programs.” They have rated the forum as “5 stars — awesome,” “a powerful way of learning,” and “content that engages senior management very well.”

interior of Viceroy hotel lobby

Program Details

“Customer Experience as A Growth Strategy”

There are two ways to win business – desperation or inspiration. Those who inspire their customers craft a memorable customer experience that leads to profitable, lasting business.

Having contributed to more than 250 brand transformations that redefined customer relationships, Lior Arussy shared the secrets to designing sales and retention experiences that drive sales, profitability and satisfaction.

Participants discovered:

  • What are the principles of exceptional customer experience?
  • What is the definition of success from the customer’s perspective? (Hint: It’s not implementation)
  • What are the most important criteria of the purchasing department (Discount? Think again)

Using his experience with organizations including Hewlett-Packard, Mercedes Benz, Honeywell Aerospace, SAP, FedEx and Cognizant, Arussy shared practical techniques and inspiring stories that will challenge you to evolve your sales and delivery approach.

Key Takeaways

  • Define a customer experience strategy that drives growth
  • Develop your sales strategy to deliver an exceptional customer experience at every milestone
  • Align your talent to deliver exceptional value to customers