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

September 18-19, Viceroy Chicago

Lior Arussy headshotSave the dates and make plans now to attend the PMI CEO Thinking Forum, “Customer Experience As A Growth Strategy,” Sept. 18-19 at the Viceroy Chicago on the Windy City's Gold Coast. To be led by Lior Arussy – a leading authority on how to create outstanding experiences and value for customers – the forum will explore how to place your company's most important resource – your employees – at the center of your product development and customer experience efforts.

The forum's venue is equally impressive. Located within a 120-year-old landmark building, the Viceroy's stylish retreat sits in a neighborhood brimming with historic homes, only a short walk from Lake Michigan, Magnificent Mile shopping, and spectacular restaurants.

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.”

Explore leadership strategies vital to future success. Take valuable team-building techniques back to your company. Take your place among plumbing manufacturing's visionary leaders. Join us at the PMI CEO Thinking Forum! Registration will open soon.

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 will share the secrets to designing sales and retention experiences that drive sales, profitability and satisfaction.

Participants will discover:

  • 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 will share 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

2023 PMI CEO Thinking Forum, West Point, NY

September 18 and 19, 2023

The 2023 PMI CEO Thinking Forum delivered an immersive leadership experience with expert storytelling, role playing, and a trek through a key historic battleground along New York’s Hudson River.

The forum took place on the grounds of the United States Military Academy at West Point, New York, and provided practical tools to achieve high team performance by applying historical lessons to current challenges facing the plumbing manufacturing and allied industries.

For CEOs and those who think like CEOs

Open to PMI member company CEOs or executives, the forum provides a “can’t miss” opportunity to connect face-to-face with industry peers to explore solutions to mutual challenges. It’s a valuable opportunity to connect with peers for one or more executives from each PMI member company.

Past forum participants have praised the program as “highly valuable and a great time investment” because of the way it applies learnings from history to practical challenges. “The forum provides executives with a necessary pause in their hectic schedules for strategic reflection,” said PMI CEO/Executive Director Kerry Stackpole. “It gives them valuable time to focus on personal development and to gain new perspectives. Our West Point venue is the ideal place to do that.”

Lessons grounded in Duty, Honor, Country

At the inspirational venue of the historic Thayer Hotel at West Point, participants learned lessons grounded in the U.S. Army leadership philosophy of “Be, Know, Do” and the West Point values of “Duty, Honor, Country.” PMI member executives met for cocktails, dinner and opening remarks on the evening of Sept. 18.

The next day focused on leading teams to high performance. Major Gen. Douglas Crissman, U.S. Army, Retired, led the program. A member of Thayer Leadership’s elite faculty of emeritus military officers, he served as a coach and mentor to PMI member executives. He shared his experiences and leadership techniques during an interactive leadership development process that helped participants translate knowledge into action.

This day also featured a “staff ride” experience led by Col. Maria Del Pilar McDermott, U.S. Army, Retired, Ph.D. This experience allowed participants to walk where George Washington and his staff prevented the British from seizing the Hudson River. Dinner was served at the hotel’s MacArthur’s restaurant.

At the conclusion of the forum, participants take away high-value information to better lead teams in a VUCA (Volatile, Uncertain, Complex, Ambiguous) world, bring values to life, and motivate teams through an empowered workforce.