Ilenia Vidili helps leaders transform product-led thinking into customer-centric cultures that drive trust, value, and long-term impact.
5.00 of 5
Top rated!5 of 5
“Thanks to Ilenia we got inspired on customer-centricity”
Elke Van den Hout
Culture Change Manager at KLM Royal Dutch Airlines
Ilenia Vidili is a sought-after customer-centricity advisor, international keynote speaker, and acclaimed author. She helps organizations build a competitive advantage by placing customers and stakeholders at the heart of their strategy. Drawing on her global career and hands-on experience, Ilenia challenges leaders to rethink how value is created, how decisions are made, and how businesses show up in the world. Her talks inspire leaders to connect logic with empathy and transform customer-centricity from a concept into a lived reality.
Ilenia Vidili is widely recognized for her work helping organizations evolve into truly customer-centric companies. As a trusted advisor and keynote speaker, she supports leaders and decision makers in rethinking strategy, culture, and leadership through the lens of customer value and stakeholder capitalism. Her work focuses on helping businesses move beyond product-driven thinking and toward people-centered models that build trust, loyalty, and long-term success.
Through her keynotes, Ilenia has inspired leaders and executive teams from organizations such as Coca-Cola, L’Oréal, KLM, and Harrods. Her sessions are designed to challenge conventional thinking while offering a clear and practical path forward for companies navigating complexity, change, and rising customer expectations.
Ilenia is the author of Journey to Centricity: a customer-centric framework for the era of stakeholder capitalism. The book is considered a definitive roadmap for leaders who want to embed customer-centricity at the core of their organizations. At the heart of the book is Ilenia’s customer-centric framework, a proven model used by companies around the world as a blueprint for transformation.
In her keynote speeches, Ilenia brings this framework to life, helping audiences understand how to streamline processes, break down silos, and align teams around shared customer outcomes. Rather than focusing on abstract theory, she shows how customer-centricity becomes a strategic advantage when it is embedded into everyday decisions, leadership behaviors, and organizational priorities.
Audiences consistently describe Ilenia Vidili’s talks as engaging, inspiring, and highly relevant. She is known for her ability to use storytelling and powerful analogies to make complex business concepts accessible and memorable. By combining insight with emotion, she creates moments that resonate long after the keynote ends.
Ilenia actively involves participants in her sessions, encouraging dialogue, reflection, and discussion. This interactive approach helps leaders connect the ideas presented on stage with their own challenges and opportunities. Participants leave with practical techniques and tools they can apply immediately in their roles, making her keynotes both inspirational and actionable.
Having lived and worked across multiple regions, Ilenia brings a strong global perspective to today’s business challenges. She spent several years living in Spain and South East Asia, followed by nearly a decade in Cambridge, UK, where she graduated from university and worked in multinationals as well as start-ups. This diverse background enables her to connect with international audiences and understand the cultural nuances that shape customer expectations and leadership styles.
Her global experience reinforces her belief that there has never been a more critical time for change in how businesses operate. Ilenia encourages leaders to connect their minds and hearts, combining strategic clarity with empathy and purpose when leading organizations.
Driven by a mission to bring humanity back into business, Ilenia Vidili challenges companies to embrace a higher purpose. She believes that customer-centricity is not only about improving experiences, but about creating value for all stakeholders and contributing positively to society.
In her work as a LinkedIn Learning instructor on customer trust and customer-centricity, she continues to educate leaders worldwide on how trust, transparency, and human connection drive sustainable success. Her message resonates with organizations seeking to build stronger relationships with customers while navigating the demands of modern capitalism.
When you book Ilenia Vidili for your event, you invite a speaker who combines strategic depth with human insight. Her keynotes inspire leaders to think differently, lead with intention, and design businesses that serve both people and performance. Ilenia delivers her talks in English, Italian, and Spanish, making her a strong choice for international conferences, leadership summits, and executive events focused on customer-centric growth and meaningful change.
5 of 5
“Thanks to Ilenia we got inspired on customer-centricity”
Elke Van den Hout Culture Change Manager at KLM Royal Dutch Airlines
Ilenia Vidili
5 of 5
“Ilenia’s speech was a great thought-provoking session that left us inspired and motivated to keep the customer at the heart of everything we do.”
Grégory Weber Experience Center Leader at PwC Luxembourg
Ilenia Vidili
5 of 5
“Ilenia is such an inspirational speaker! Her approach makes us rethink the place of humanity in the today’s ultra-digitalized world”
Romain Rauyer Digital Solution Consultant at Orange Business Digital Services Europe
Ilenia Vidili
5 of 5
One of the highest-scoring talks at the event, I will definitely be having Ilenia again.
Jack Richards Conference Manager, Richmond Events
Ilenia Vidili
5 of 5
Ilenia truly is a master of customer experience. Her insights are spot-on, and she brought our audience so much in just an hour! If you need someone to speak about customer experience, reach out to Ilenia.
Aaron Polmeer President & Chairman of International Association of Digital Marketing and CEO of DigiMarcon
Ilenia Vidili
5 of 5
Ilenia is very inspiring and motivating. Her guest lecture about customer-centricity was practical and engaging. Thanks to Ilenia, my students got a useful and insightful example of how they can use consumer understanding in practice.
Minna Lammi Associate Professor in Sustainable Enterprise, Anglia Ruskin University Cambridge
Ilenia Vidili
5 of 5
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, KLM Royal Dutch Airlines
Ilenia Vidili
5 of 5
I hired Ilenia as a speaker on Customer Centricity for our annual conference with top Sales Agents. She was inspiring, clear and gave us a lot of tips easy to understand.
Stefano Fava Head of Learning & Development, Alleanza Assicurazioni
Ilenia Vidili
5 of 5
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 Director at DIGIT
Ilenia Vidili
5 of 5
I have hired Ilenia as a speaker for the first Italian CX Day in Milan. Her speech was very inspiring and interesting. She’s a very brilliant and excellent orator and she knows how to capture the audience's attention. Thank you Ilenia!
Sabrina Cristina Cantono Head of Conference, Soiel International
Ilenia Vidili
5 of 5
Ilenia is incredibly engaging, inspiring and motivating. Her passion for customer-centricity shines through. Her workshop was full of best practices and insights. We walked away with so much from it!
Steve Spiro CEO, Halotherapy Solutions
Ilenia Vidili
Keynote by Ilenia Vidili:
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:
Disruption isn’t just about technology. it’s about mindset. Companies that resist change risk irrelevance, while disruptors, big and small 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.
Keynote by Ilenia Vidili:
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.
Keynote by Ilenia Vidili:
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 customers. Despite widespread talk about customer-centricity, most companies are still operating with outdated, product-focused mindsets that fail to meet today's emotional and functional customer needs.
In this transformative keynote, Ilenia Vidili bridges the gap between the current business world and the customer-centric world we need to build. She'll expose exactly where traditional approaches to customer-centricity fall flat and provide practical, proven solutions to overcome these obstacles.
This talk is designed for business leaders, executives, managers, and professionals across industries who recognise that incremental improvements aren't enough and are ready to fundamentally transform how their organisations create value for customers.
Through Ilenia's customer-centric framework, attendees will discover the roadmap for moving from commodity competition to meaningful differentiation. Using a compelling blend of insights, principles, and real-world case studies, this keynote reveals how to embed customer focus into daily operations and decision-making processes.
Keynote by Ilenia Vidili:
Most organisations are investing heavily in AI, but many AI implementations aren't creating the value they promise. Instead, they're creating complexity inside the business and friction for customers. Too often, companies add AI on top of broken workflows and then mistake it for progress.
This creates a painful gap between what leaders expect and what they actually get. They expect value, but they get fragmented experiences, inconsistent outputs, and new risks. The biggest constraint is organisational and human readiness. Low readiness slows the business down, and it turns AI into an expensive distraction. Readiness is a multiplier, because the same capability can create either speed and trust, or speed and chaos.
On top of this, a new type of customer is emerging. Machine customers are AI agents that compare, decide, and buy on behalf of people and organisations. They reward clarity, reliability, and machine-readable data. This shift forces organisations to rethink how they sell and serve. It also pushes them to create operating models that are faster and ready for an era where the buyer may not be human.
In this provocative keynote, Ilenia Vidili reveals what it takes to implement AI that creates real value. She shares The AI Readiness Roadmap©, built on five pillars. It helps leaders adopt AI with real purpose and build readiness so it creates sustained value for both customers and the business.
AI can create extraordinary value for customers and the business. But that value requires AI readiness across leadership, people, processes, knowledge, and governance. Is your organisation AI ready?
Watch Ilenia Vidili in action!
