Ilenia Vidili
“There’s never been a more critical time to be customer-centric”
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Change
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Future & Society
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Leadership
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New Technology
Ilenia Vidili is a sought-after customer-centricity advisor, international keynote speaker, and acclaimed author.
Her mission is to help businesses 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 her keynote speeches, Ilenia has inspired leaders and C-level executives of the likes of Coca-Cola, L’Oréal, KLM, and Harrods.
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. The foundation of her book is her successful customer-centric framework that is used as a blueprint by companies around the world. She is a LinkedIn Learning instructor on customer trust and customer-centricity.
Audiences describe Ilenia’s talks as very engaging and inspiring. In particular, they enjoy how she uses storytelling and analogies to breathe life into business concepts. Ilenia also involves participants encouraging dialogue and discussion, and providing practical techniques they could apply to their work immediately.
Having lived and worked in many countries, she holds a global perspective on today’s crucial business challenges. She believes that there has never been a more critical time for change and she advises decision makers to connect their minds and hearts when leading businesses. 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 lived in Spain and South East Asia for four years combined. Then in Cambridge, UK for nearly 10 years where she graduated from university and worked in various multinationals and start-ups. She can deliver her keynotes in Italian, English, and Spanish.
Ilenia Vidili Speaks About:
- Business
- Leadership & Strategy
- Customer Experience
- Human Connection
- Digital Transformation
- Corporate culture
Ilenia Vidili’s Most Sought-After Keynotes:
Trust: The Currency of Customer Relationships
It is no big secret that our world has a trust problem. In a world plagued by a trust deficit, businesses face both a challenge and an opportunity. Tailored for business leaders, executives, managers, and professionals across industries, participants will learn actionable methods for earning, preserving, and restoring customer trust, fostering stronger customer relationships, loyalty, and sustainable business growth.
Customer-Centricity: A Journey of Transformation with Customers at the Centre
The prevalent challenge facing many businesses today is loss of relevance due to commoditisation of products, low customer satisfaction scores, and the struggle to retain and engage with customers. In this keynote, Ilenia unveils her successful framework for building a customer-centric organisation that drives both loyalty and sustainable growth. Tailored for business leaders, executives, managers, and professionals, participants will gain actionable insights for integrating a customer focus into daily operations and decision-making.
Crafting Tomorrow’s Customer Experience with the Perfect Balance of Humanity and AI
Many businesses face the challenge of balancing genuine customer connection with AI’s potential. Ilenia will explore essential strategies for achieving this balance using her customer-centric framework. This keynote is for forward-thinking business leaders, CX professionals, and anyone navigating modern customer engagement complexities. Attendees will learn to leverage AI without losing the human touch, fostering authentic customer relationships through insights, case studies, and customer-centric strategies.
Tailored Keynote
Ilenia Vidili’s Books and Articles
Journey To Centricity: A Customer-Centric Framework For The Era Of Stakeholder Capitalism.
Delivering occasional positive customer experiences and a decent product is no longer enough in the 21st century. Millennials and Gen Z are shaping the very fabric of society and business. To remain relevant, organisations must provide more than occasional good experiences.
A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for their customers and all stakeholders.
In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from the C-suite beyond, to transform your day-to-day operations and culture through the three pillars framework:
HUMANITY: Make your brand more human by embracing a higher purpose, an empathetic human touch, and corporate social responsibility, all of which will strengthen customer trust.
TECHNOLOGY: Apply the necessary technologies as enablers to enhance ease of use, hyper-personalization, and innovation without replacing the human touch.
CULTURE: Invest effort in changing old-style mindsets that improve your corporate culture and fortify your brand, to create a place where employees feel valued, appreciated and motivated to improve customers’ lives.
Drawing on B2C practical advice from Ilenia’s firsthand interviews with leaders of world-class organisations such as N26, illycaffè, Enel X, Polestar, Forrester and Bain & Co, this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism. Receive a powerful call to action to combat old paradigms, improve customer focus, create value for all stakeholders and contribute to a sustainable business world.
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