Ilenia Vidili

Ilenia Vidili is a sought-after customer experience advisor, international keynote speaker, and acclaimed author.

Her mission is to help businesses achieve a competitive advantage by becoming more customer-centric. She helps 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 at Coca-Cola, L’Oréal, KLM, and Harrods.

Ilenia Vidili 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.

Her successful customer-centric framework, used as a blueprint by companies worldwide, is the foundation of her book. She is also a LinkedIn Learning instructor on customer trust and customer experience.

Audiences describe Ilenia’s talks as very engaging and inspiring. They particularly 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 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 Southeast Asia for four years combined. She then lived in Cambridge, UK, for nearly ten years, where she graduated from university and worked in various multinationals and start-ups.

Based in Italy, Ilenia can deliver customer service keynote speeches in Italian, English, and Spanish.

Ilenia Vidili Speaking Topics:

• Customer Experience
• Customer Service
• Change Management & Strategy
• Leadership

Popular speech titles:

Customer-Centricity: A Journey of Transformation with Customers at the Centre

Many businesses today face the prevalent challenge of losing relevance due to product commoditisation, 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 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 struggle to balance 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.

The Disruptor’s Mindset: How to Crush Irrelevance and Lead Busines Transformation

The world is evolving at breakneck speed—but most organisations aren’t. 52% of Fortune 500 companies have vanished since 2000. Why? Legacy systems, outdated thinking, and rigid business models leave companies blind to shifting customer expectations and market earthquakes. The result? As giants fall, agile disruptors rise and take over.

The cost of inertia:

• Your competitors will revolutionise your industry while you debate “the way we’ve always done it.”
• Customer loyalty evaporates when you fail to solve their unspoken needs.
• Survival is no longer about market share and size but more about speed.

Disruption isn’t just about technology—it’s about mindset. Companies that resist change risk irrelevance, while big and small disruptors identify gaps, adapt with agility, and reshape entire industries. Domino’s transformed from a struggling pizza chain into a tech-first powerhouse by obsessing over customer pain points and challenging outdated thinking. If they can disrupt themselves, why can’t you?

Through her B.E.T. framework., Ilenia Vidili reveals how organisations of all sizes can adopt the Disruptor’s Mindset to outpace competitors and rewrite industry rules. This provocative keynote is for business leaders, executives, and professionals across industries who refuse to settle for “business as usual, want to challenge the status quo and break traditional thinking.

This session will inspire attendees to act, equip them to lead, and warn about the cost of inertia.