Ilenia Vidili is a customer centricity advisor, author and keynote speaker. Her mission is to help businesses to achieve a competitive advantage by becoming more customer-centric — helping them to think differently, streamline processes, turn product mentalities into people mentalities, and create more value for their customers.
Through keynote speeches and workshops she has inspired leaders and C-level executives of the likes of Coca-Cola, L’Oréal, KLM, and Harrods. Audiences describe Ilenia’s presentations as very engaging and inspiring. In particular, they enjoy how she uses storytelling and analogies to breathe life into business concepts. She also involves participants — encouraging dialogue and discussion, and providing practical techniques they could apply to their work immediately.
Ilenia is the author of Journey to Centricity: a customer-centric framework for the era of stakeholder capitalism, a definitive roadmap for leaders to transform into truly customer-centric companies.
Based on Ilenia’s critically acclaimed book, Journey to Centricity, this talk explains how to become a more customer centric organisation built on three distinct pillars: humanity, technology and culture.
As capitalism continues to evolve, the companies that will be most successful in the future are the ones that deliver superior value to their customers, employees and society, more broadly by striving for a higher purpose, creating value for all stakeholders, and connecting with people on a deeper level. Drawing on the latest research and inspiring real-world examples, this talk shows you how to make this future a reality.
Companies are investing tremendous resources in digital transformation initiatives. Yet, while technology ultimately only exists to serve human ends, many of these programs are not grounded in a deep appreciation of customer or employee needs. This talk shows you how to craft digital transformation programs that deliver real results by keeping the customer and employee experience front and centre.
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?
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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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