Ilenia Vidili is a passionate customer-centricity advisor, author, and keynote speaker. She has been inspiring leaders and C-level executives of world-class organisations on embracing customer-centricity as the key to unlock the future of business.
Driven by bringing humanity to business, her mission is to see a brighter future—where companies embrace a higher purpose, create value for all stakeholders, and contribute positively to society. Ilenia conducted corporate marketing for NEC, Bayer, ARM, and a broad range of start-ups.
She is the author of Journey to Centricity: A customer-centric framework for the era of stakeholder capitalism.
The role of technology should complement the role of employees to give an even sharper focus on adding customer value. This should not change as new technologies emerge. While automated processes offer incredible benefits for a business, they have disrupted the way we create customer relationships. How do we remain human while leveraging technology?
Customer-centric companies of the future are those that are able to unlearn and relearn – and those that have a vision that propels their positive impact on their customers and the world as a whole. The customer centric company of the future will be the one that deliver value to its people, whether inside and outside the organisation.
This keynote is based on my customer-centric book Journey to Centricity – a timely roadmap for leaders to transform outdated business practices into truly customer-centric companies of the future. Instil a customer-oriented vision to transform your day-to-day operations and culture through three pillars: Humanity. Technology. Culture.
Technology is fast-changing customer expectations, and many companies are being left behind. The companies that will succeed will be those that understand their ever-evolving consumer behaviour and bring value to them. This keynote focusses on the new generations of consumers – the most diverse, demanding and tech saturated generations.
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“In very dynamic and chaotic circumstances in the airline industry and for KLM customer centricity remains to be a key element of our strategy. Thanks to Ilenia’s online book presentation we got inspired on customer centricity and important pillars of humanity, technology and culture. It is always good to hear about other organization’s best practices. Thank you Ilenia for spreading the word.“
Elke Van den Hout – Culture Change Manager at KLM Royal Dutch Airlines
“Brilliant presentation on Customer Centricity that stimulated some very good debate”
Steve Bax - Professor at Anglia Ruskin University, Cambridge
”Ilenia is incredibly engaging, inspiring and motivating. Her passion for customer-centricity shines through. Her talk was full of best practices and insights. I walked away with so much from it”
Steve Spiro – CEO at Halotherapy Solutions
“Not only inspiring but highly actionable!”
Simon Cavalieri - Customer Contact at Coca Cola European Partners
“I would not hesitate to recommend Ilenia as speaker, she is an incredibly natural and engaging orator and exceptionally knowledgeable within her field. She was a great asset to the conference agenda and a genuine pleasure to work with.”
Pete Swift - Managing & Research Director at DIGIT
“One of the highest-scoring talks at the event, I will definitely be having Ilenia again.”
Jack Richards - Conference Manager at Richmond Events
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