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# Ilenia Vidili: Keynote Speaker | Author | Advisor | Trainer

## Sitemaps
[XML Sitemap](https://www.ileniavidili.com/sitemap_index.xml): Includes all crawlable and indexable pages.

## Posts
- [The 6 Most Asked Questions from My European Speaking Tour](https://www.ileniavidili.com/airlines-prices/): In my recent mini speaking tour around Europe, speaking to companies about customer centricity, I received a wave of sharp questions...
- [AI or Bait-and-Switch? When Smart Tech Turns Against Customers](https://www.ileniavidili.com/ai-or-bait-and-switch-when-smart-tech-turns-against-customers/): Imagine walking into a store where the price tags adjust based on how much the company thinks you can afford. That’s the digital equivalent of what this AI...
- [Amazon Go: When High‑Tech Retail Forgets That Retail Is About People](https://www.ileniavidili.com/amazon-go-when-high%e2%80%91tech-retail-forgets-that-retail-is-about-people/): Amazon launched Go in 2018 with grand ambitions, plans for thousands of cashierless stores. The idea was simple: walk in, grab what you need, and walk out without stopping to pay.
- [Digital Product Passports: A Revolution in Transparent Fashion](https://www.ileniavidili.com/digital-product-passports-a-revolution-in-transparent-fashion/): I often hear people say they want to be ethical consumers, to buy products that reflect their values but it's remarkably hard to do this consistently. I feel this frustration especially in the fashion industry.
- [Duolingo: A Masterclass in Designing Customer-Centric Disruption](https://www.ileniavidili.com/duolingo-a-masterclass-in-designing-customer-centric-disruption/): How Duolingo reinvented education using gamification, AI, and customer psychology - and what business leaders can learn from it. I still remember struggling through English...
- [From Toy Chests to Digital Quests: How Hasbro Reinvented Play](https://www.ileniavidili.com/from-toy-chests-to-digital-quests-how-hasbro-reinvented-play/): I still remember the thrill of playing with Play-Doh at the kitchen table, the squish of colours and that smell could hold my attention for hours. For many of us, childhood play was a tactile adventure, with Sunday mornings lost in toy chests and make-believe battles.
- [Estée Lauder’s Downfall Wasn’t Inevitable—It Was a $100 Billion Bet On Resisting Change](https://www.ileniavidili.com/estee-lauders-downfall/): Over the past three years Estée Lauder—a titan of the global beauty industry—has lost $100 billion in market value, watched its stock plummet 78% from its 2022 peak, and seen earnings collapse by 60%. This is not a fairytale, it’s reality!
- [The CEO-as-Brand Era: How Leadership Ego is Fuelling Tesla’s Meltdown](https://www.ileniavidili.com/the-ceo-as-brand-era/): Tesla’s crisis isn’t just about sales figures. It’s about what happens when a company becomes inseparable from its CEO’s identity. Once the world’s most valuable car brand, Tesla is now facing a self-inflicted trust crisis.
- [The Fallacy of Market Dominance: How Kagi Challenges Google by Putting Users First](https://www.ileniavidili.com/the-fallacy-of-market-dominance/): For decades, Google has been the undisputed gatekeeper of the internet. It has shaped how we find information, navigate the web, and even understand the world. But history tells us something different: no empire lasts forever.
- [<strong>A Crumpled Note, A Heartfelt Moment</strong>](https://www.ileniavidili.com/a-crumpled-note-a-heartfelt-moment/): I’m at the supermarket when, all of a sudden, an elderly man approaches me. He is tall, well-groomed, with a pleasant fragrance and a dark green Sardinian-style cap. With a gentle smile, he asks: “Excuse me, could you help me read my shopping list? I can’t see well; I forgot my glasses at home.”
- [The Role of Generative AI in Social Media Customer Service](https://www.ileniavidili.com/earning-trust-and-customer-capital-through-integrity-2/): In this article, Ilenia Vidili, CX Thought Leader, emphasizes how generative AI, especially in social media, is revolutionizing customer support by providing real-time, personalized responses. The integration of AI not only enhances customer satisfaction but also streamlines the workload for human agents, ensuring a more efficient and effective service experience.
- [Earning Trust and Customer Capital Through Integrity](https://www.ileniavidili.com/earning-trust-and-customer-capital-through-integrity/): "Trust is what defines a business. To gain the utmost respect of not just their customers, but their employees, partners and communities, companies must earn their trust. But earning high levels of trust from people external to the business must begin with an internal commitment to integrity."
- [Leader Insights | Evolving Customer Sentiments with Ilenia Vidili](https://www.ileniavidili.com/how-to-reduce-tech-related-stress-for-customers-and-employees-2/): Customer-centricity advisor Ilenia Vidili discusses the key trends in consumer sentiments and behaviour ahead of the fifth annual DIGIT Leader Summit.
- [How to Reduce Tech-Related Stress for Customers and Employees](https://www.ileniavidili.com/how-to-reduce-tech-related-stress-for-customers-and-employees/): from Entrepreneur Europe magazine. The excitement to adopt the smartest interface is pushing businesses to lose their focus on two important things: employees and customers.
- [How is a new electric automotive brand keeping ahead of the curve? A successful customer experience example by Polestar](https://www.ileniavidili.com/polestar-case-study/): from CEOWORLD magazine. While tech giants such as Airbnb, Amazon, and Uber keep raising the bar on successfully delivering their customer experience...
- [Customer-Centricity as a Business Mission](https://www.ileniavidili.com/customer-centricity-as-a-business-mission/): from Entrepreneur Europe magazine. While it is a widely spread board-room buzzword, the reality is that it is not as widely applied. Customer-centricity is easier said than done.
- [The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy](https://www.ileniavidili.com/the-future-of-business-is-customer-centric/): from CEOWORLD Magazine. In a world of implacable change and challenges we need businesses that care less about the brightest piece of their
- [Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and Businesses](https://www.ileniavidili.com/handbook-of-research-on-user-experience-in-web-2-0-technologies-and-its-impact-on-universities-and-businesses/): Description
- [Consumer behaviour change #4: “Home is where I feel safe”](https://www.ileniavidili.com/consumer-behaviour-change-4-home-is-where-i-feel-safe/): Number four of my consumer behaviour changes after COVID series is called “Home is where I feel safe”. People around the world have been told to self isolate so returned in mass to their epicentre of life and realised that staying at home is not that bad. We took for granted how comfortable it was to stay at home right? Consumers have been injected with the fear of the virus which has led them to prefer to stay at home even in phase two of this global lockdown. During and after quarantine they have been virtually connecting more than ever even when apart so this is leading to think that “Home is where I feel safe”. Going forward we will not see the lockdown extreme but consumers are changing some of their habits for sure. There will be a lot of social distancing for now and beyond, people are afraid and putting their health as their priority. Fear is injected into us, therefore a lot of industries are going to suffer over the next 18-24 months because people will have fear of travelling, eating out and staying in crowded places.
- [Consumer behaviour change #3: “My health is my priority”](https://www.ileniavidili.com/always-learning/): Number three of my consumer behaviour changes after COVID series is called “My health is my priority”. COVID-19 has not only changed the way we work and carry out our life in general but it has also made people re-think about their health and it has spread a very important message: the fragility of our life!
- [Consumer Expectation change during COVID and beyond #2: Too much noise](https://www.ileniavidili.com/infinite-passion/): Customer expectation change #2 touches upon two important customer experience dimensions: Empathy and Trust. Empathy and trust have always been top of mind for customer experience (CX) professionals but during and after the pandemic became critical. It is vital to humanise each action and conversation to build relationships with every customer.
- [Consumer Expectations Changes After COVID And How To Adapt Your Customer Experience](https://www.ileniavidili.com/make-it-easy/): In a short period of time, this virus has completely revolutionised the lives of our consumers, employees, leaders and everyone out there around the world. But despite all these incredible overnight changes, life seems to be carrying on in different and uncertain circumstances. Although this crisis is changing a lot of things, your customer-brand relationship is more important than ever. We know that customer experience is the way to differentiate companies in a highly competitive environment where products and services are nearly the same.
- [Top 3 industries influenced by the digital disruption](https://www.ileniavidili.com/quote-of-the-day/): Usually, this happens when smaller and more agile companies use new technologies and business models to completely change the way an industry works, affecting the value proposition and systems of an established business. For incumbents, there is a real need to respond very quickly to these changes, taking a digital approach and looking at how technology can be used to change and improve the way a business operates. Blending both business and technology it would be an inevitable essential shift toward digitalisation. However big brands often adopt a “wait and see” response to the digital tsunami making it very difficult to catch-up when the disruption occurred.
- [How much time is left for banks? The lost battle of incumbent Barclays vs agile “neobanks”](https://www.ileniavidili.com/resposive-wordpress-theme/): A few things are reshaping the banking sector to the point that banks need to make it their priority to fundamentally rethink their business model and digitally transform for better value propositions. The advancement in technology and sophistication of the mobile phone is changing the way consumers are storing and managing their financial resources, and dealing with their banks overall. Customer expectations are higher than ever even in the financial space.
- [5 Customer Behaviour Trends in 2019](https://www.ileniavidili.com/slow-is-the-new-fast/): In the past, consumer behaviour was dictated mostly by differences in cultural and socio-economic factors. Today the markets are influenced by a number of variables and technology is one of the biggest indicators that influences how we research, buy and interact with brands and one another. To mention a very significant event correlated with the latter variable, it was in 2007 and more specifically the launch of the iPhone, when Amazon was mostly known as an online bookshop. This little box has completely revolutionised our buying behaviour.
- [Delivering a Data Driven Customer Experience](https://www.ileniavidili.com/creative-portfolio-wordpress-theme/): Businesses and marketers use data to reach interested potential customers and convert them into new customers. The use of data is not only limited to this, but the advancement in technology and the use of new tools also make it possible to collect huge amounts of data that can then improve your customer service and therefore customer loyalty. However, delivering superior customer experiences isn’t just about tools and machines, the biggest efforts lie on the employees behind the scenes that manage the tools and design key business processes.

## Pages
- [COLLABORATIONS](https://www.ileniavidili.com/collaborations/): Ilenia collaborates with brands that genuinely stand for helping customers have a better experience. Whether you’re a SaaS company, a bank, or a luxury brand, if your mission puts the customer first, there’s space to do something powerful together.
- [TESTIMONIALS](https://www.ileniavidili.com/testimonials/): Organisations across the world bring Ilenia Vidili in to educate, inspire customer-centric transformation and move teams to action. Below are testimonials from conferences, corporate events and leadership keynotes.
- [Privacy Policy](https://www.ileniavidili.com/privacy-policy/): 1. WHO WE AREThe Smarter Crew by Ileana Vidili (“The Smarter Crew”, “Company,” “we,” or “us”) respects your privacy and is committed to protecting it through this Privacy Policy. This Privacy Policy governs your access to and use of www.ileniavidili.com including any content, functionality and services offered on or through www.ileniavidili.com (the “Website“), whether as a guest or as a customer.For the purposes of data protection law, The Smarter Crew by Ileana Vidili is the controller of the personal information it collects from you. This means that it decides why and how your personal information is processed and is responsible for that processing.
- [KEYNOTE SUMMARY TOTAL ENERGIES UK](https://www.ileniavidili.com/total-energies-uk/): We explored what it really takes to deliver superior customer value in a world changing faster than most organisations can keep up with. Built around three transformations — Alignment, Closing the Gap, and Your Mindset — we challenged every person in the room, regardless of role, to look honestly at the distance between what Total Gas & Power believes it delivers and what customers actually experience. The answer is not a new tool or a bigger budget. It is a shift in how we lead, how we collaborate, and how we think. Change does not require a revolution. It starts with 1% every day. Making a process one step simpler. Responding one hour faster. Showing up to a conversation knowing more about your customer's world than they expected. These moments feel almost irrelevant. But they compound. Improve the experience by just 1% each day, and you are not just serving customers better but you are reshaping how they see your brand.
- [KEYNOTE SUMMARY AUTOREK](https://www.ileniavidili.com/summary-autorek-2026/): We explored what it really takes to deliver superior customer value in a world changing faster than most organisations can keep up with. Built around three transformations: Alignment, Closing the Gap, and Your Mindset, we challenged every person in the room, regardless of role, to look honestly at the distance between what AutoRek believes it delivers and what customers actually experience. The answer is not a new tool or a bigger budget. It is a shift in how we lead, how we collaborate, and how we think. Change does not require a revolution. It starts with 1% everyday. Making a product explanation one sentence clearer. Removing one tiny piece of friction from the process. Responding one hour faster. These moments feel almost irrelevant. But they compound. Improve the experience by just 1% each day, and you are not just serving customers better, but you are reshaping how they see your brand.
- [KEYNOTE SUMMARY CONSAFE](https://www.ileniavidili.com/consafelogistics_202/): We explored what it really takes to deliver superior customer value in a world changing faster than most organisations can keep up with. Built around three transformations: Alignment, Closing the Gap, and Your Mindset, we challenged every person in the room, regardless of role, to look honestly at the distance between what Consafe Logistics believes it delivers and what customers actually experience. The answer is not a new tool or a bigger budget. It is a shift in how we lead, how we collaborate, and how we think. Change does not require a revolution. It starts with 1%. Making a product explanation one sentence clearer. Removing one tiny piece of friction. Responding one hour faster. These moments feel almost irrelevant. But they compound. Improve the experience by just 1% each day, and you are not just serving customers better, but you are reshaping how they see your brand.
- [KEYNOTE SUMMARY MIRACLON](https://www.ileniavidili.com/keynote-summary-miraclon/): Alignment means making the customer the North Star across leadership behaviour, employee mindset, and business strategy. Leaders must model decisions around customer impact, employees need to see how their roles connect to the customer experience, and strategy has to be translated into habits that stay alive beyond quarterly workshops. True alignment also means making hard trade-offs: being willing to lose short-term comfort or even some customers to create long-term value, like Adobe did when it shifted to subscriptions.
- [KEYNOTE SUMMARY SERVICE DAY 2025](https://www.ileniavidili.com/service-day-2025/): Per anni nel settore automobilistico si è pensato che il successo fosse tutto nella vendita: chiudere il contratto, consegnare le chiavi e passare al prossimo cliente. Ma questa è un’illusione. La fedeltà non nasce al momento della firma, nasce dopo. È nel post-vendita che si decide se un cliente tornerà o se cercherà altrove.
- [KEYNOTE SUMMARY SD WORX](https://www.ileniavidili.com/keynote-summary-sd-worx/): The Customer’s Innoverse is not about adding new features. It’s about reinventing how businesses think, act, and relate to the people they serve. It’s a space where relevance replaces routine, and where every decision is anchored in real customer needs.
- [BOOKING MANAGER SUMMIT 2025](https://www.ileniavidili.com/bms2025/): In this workshop, you learned a simple way to see the charter experience through the customer’s eyes. Using a five-stage journey map, you identified what customers try to do, how they feel, where frustration appears, and which small improvements could make the journey smoother. By moving row by row, you spotted trust-building moments and areas that need attention. You now have a clear, practical method you can use in your own company. The Needs Pyramid is an extra tool for future sessions to help you understand the deeper customer needs that shape satisfaction and loyalty.
- [THE DISRUPTOR’S MINDSET](https://www.ileniavidili.com/disruption/): *Source: "Digital Transformation Is Racing Ahead and No Industry Is Immune"
- [PUBBLICATIONS](https://www.ileniavidili.com/pubblications/): In "AI Strategy for Sales and Marketing" by Katie King, business leaders explore how AI can support sales, marketing, and customer experience with clarity and responsibility. The book includes a mention of Ilenia, where she shares her perspective on AI adoption in organisations. Her view is clear:
- [CUSTOMER-CENTRICITY](https://www.ileniavidili.com/customer-centricity/): Yes, Ilenia is committed to giving back by dedicating her time to speak at events without a fee—typically for underserved communities and women-focused initiatives. If your organisation is a non-profit, she’d be delighted to explore how she can support your event.
- [THE AI READINESS ROADMAP©](https://www.ileniavidili.com/ai-readiness-roadmap/): Through transformational keynote speeches, Ilenia inspires executives to question conventional thinking and motivates frontline employees to take meaningful action. She takes the time to understand your audience’s unique challenges and tailors her message to deliver actionable insights that address those specific needs.Her talks are entertaining, actionable, memorable, and thought-provoking—delivering the perfect balance of inspiration and practicality.
- [VIRTUAL KEYNOTES](https://www.ileniavidili.com/virtual-keynotes/): Bring the energy and inspiration of Ilenia’s keynotes directly to your audience’s homes or offices! With a state-of-the-art in-home production studio, Ilenia delivers tailored, high-quality experiences that captivate and engage. From customising content to address your audience’s unique needs to incorporating interactive elements like polls and breakout sessions, she transforms virtual gatherings into unforgettable, impactful events.
- [MASTERCLASSES](https://www.ileniavidili.com/masterclasses/): Customer-centric companies are 60% more profitable than companies that don’t focus on customers according to research by Deloitte. Customer-centricity is more than just a competitive edge—it’s essential for sustainable business success. This masterclass offers a comprehensive guide to transforming your business model from a focus on products to one deeply embedded in customer-centric principles.
- [SPEAKING](https://www.ileniavidili.com/speaking-2/): Through transformational keynote speeches, Ilenia inspires executives to question conventional thinking and motivates frontline employees to take meaningful action. She takes the time to understand your audience’s unique challenges and tailors her message to deliver actionable insights that address those specific needs.Her talks are entertaining, actionable, memorable, and thought-provoking—delivering the perfect balance of inspiration and practicality.
- [SERVICES](https://www.ileniavidili.com/services-3/): — ILENIA VIDILI There has never been a more critical time to be customer centric.
- [THE BOOK](https://www.ileniavidili.com/the-book/): .
- [Footer](https://www.ileniavidili.com/footer/): Do you know of a conference or company that could benefit from Ilenia’s keynotes? Please help bring customer experience to new audiences.
- [MY WORK.](https://www.ileniavidili.com/porfolio/)
- [Blog](https://www.ileniavidili.com/blog/)
- [AUTHORED ARTICLES](https://www.ileniavidili.com/news/): JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZqcy1ldTEuaHNmb3Jtcy5uZXQlMkZmb3JtcyUyRmVtYmVkJTJGMTQ1MzQ3NzU3LmpzJTIyJTIwZGVmZXIlM0UlM0MlMkZzY3JpcHQlM0UlMEElM0NkaXYlMjBjbGFzcyUzRCUyMmhzLWZvcm0tZnJhbWUlMjIlMjBkYXRhLXJlZ2lvbiUzRCUyMmV1MSUyMiUyMGRhdGEtZm9ybS1pZCUzRCUyMjU5NDc3NTdlLTNkN2EtNDZkYi1hNDY1LTA4ZmU3ZjZmNGNlOCUyMiUyMGRhdGEtcG9ydGFsLWlkJTNEJTIyMTQ1MzQ3NzU3JTIyJTNFJTNDJTJGZGl2JTNF
- [ORGANISERS KIT](https://www.ileniavidili.com/organisers-kit/): Short Bio (44 words)
- [WEEKLY TIPS](https://www.ileniavidili.com/weekly-tips/): 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JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZzdGF0aWMuZWxmc2lnaHQuY29tJTJGcGxhdGZvcm0lMkZwbGF0Zm9ybS5qcyUyMiUyMGRhdGEtdXNlLXNlcnZpY2UtY29yZSUyMGRlZmVyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDZGl2JTIwY2xhc3MlM0QlMjJlbGZzaWdodC1hcHAtMWZmZDE0YzktYmEyNS00NDM4LWI3MTMtNWVmZjQ3MDllNGFlJTIyJTIwZGF0YS1lbGZzaWdodC1hcHAtbGF6eSUzRSUzQyUyRmRpdiUzRQ==
- [ONLINE COURSES](https://www.ileniavidili.com/courses/)
- [CERTIFICATIONS](https://www.ileniavidili.com/certifications/): With this course, Ilenia’s overarching objective was to elevate her craft and contribute more value to her clients and work endeavors by ensuring a unique and refined delivery. The course further attuned the following rhetorical techniques, structure, and styles which enhance her speeches today:
- [barometer](https://www.ileniavidili.com/barometer/): Thank you for visiting this page and for your interest in assessing how customer-centric your business is.
- [APPEARANCES](https://www.ileniavidili.com/appearances-2/): See all my appearances and work here
- [MEDIA](https://www.ileniavidili.com/media/): See all my appearances and work here
- [ABOUT ILENIA](https://www.ileniavidili.com/about-ilenia/): There isn't any other factor that offers a better ROI than listening to people who buy from you and serving them the way they want. In fact, customer-centric companies are 60% more profitable than companies that don’t focus on customers. Through her advisory, masterclasses, and speaking services, Ilenia is able to show her clients the right tools, best practices, and strategies to implement customer-centricity successfully and grow sustainably.
- [BOOK ILENIA](https://www.ileniavidili.com/book-ilenia/): To book Ilenia Vidili for your event, masterclass or advisory session simply email us and one member of the team will be happy to start a conversation.
- [HOME](https://www.ileniavidili.com/): ...companies have an inside-out thinking, which often focuses on internal goals like outperforming competitors, putting the best product in the market, and relying excessively on internal capabilities.

## Portfolio
- [Alleanza Assicurazioni IDL – Intervista Ilenia Vidili (Italian)](https://www.ileniavidili.com/portfolio-item/cx-day-2022-italia-intervista-ilenia-vidili-italian/): Grab your copy of Journey to Centricity here
- [CX Day 2022 Italia – Intervista Ilenia Vidili (Italian)](https://www.ileniavidili.com/portfolio-item/cx-day-2022-italia-intervista-ilenia-vidili-italian-2/): Grab your copy of Journey to Centricity here
- [Journey to Centricity with Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/journey-to-centricity-with-ilenia-vidili-2/): https://www.ileniavidili.com/wp-content/uploads/2022/10/221-journey-to-centricity-with-ilenia-vidili.mp3
- [The Power of Customer-Centricity with Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/the-power-of-customer-centricity-with-ilenia-vidili-2/): Grab your copy of Journey to Centricity here
- [A Rebel Spirit Behind Customer-Centricity – And Why It Matters](https://www.ileniavidili.com/portfolio-item/a-rebel-spirit-behind-customer-centricity-and-why-it-matters/): Grab your copy of Journey to Centricity here
- [Fantastic Voyage featuring Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/the-power-of-customer-centricity-with-ilenia-vidili/): Grab your copy of Journey to Centricity here
- [Unveiling the Path to Customer-Centric Transformation](https://www.ileniavidili.com/portfolio-item/the-one-with-customer-trust-ilenia-vidili/): https://www.ileniavidili.com/wp-content/uploads/2022/10/Business_Mic_186_-_Ilenia-Vidili.mp3
- [The one with Customer Trust – Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/the-one-with-customer-trust/): Grab your copy of Journey to Centricity here
- [CIO Summit 2022 Chile Entrevista Ilenia Vidili (Spanish)](https://www.ileniavidili.com/portfolio-item/cx-day-2022-intervista-ilenia-vidili/): Grab your copy of Journey to Centricity here
- [Journey to Centricity with Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/journey-to-centricity-with-ilenia-vidili/): Listen here -> Journey to Centricity with Ilenia Vidili
- [Be Human Centric with Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/be-human-centric-with-ilenia-vidili/): Listen here -> Be Human Centric with Ilenia Vidili
- [Customer-centricity Can Make the World a Better Place](https://www.ileniavidili.com/portfolio-item/customer-centricity-can-make-the-world-a-better-place-2/): Listen here -> Customer-centricity Can Make the World a Better Place
- [Ep:111 An Interview with Author, Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/ep111-an-interview-with-author-ilenia-vidili/): https://www.ileniavidili.com/wp-content/uploads/2022/05/ep-111-an-interview-with-advisor-author-ilenia-vidili.mp3
- [CXChronicles Podcast Episode 170 with Ilenia Vidili](https://www.ileniavidili.com/portfolio-item/cxchronicles/): 170: CXChronicles Podcast 170 with Ilenia Vidili, Customer Experience & Success Expert
- [CX Live: Nuovi modelli di leadership e i leader del futuro](https://www.ileniavidili.com/portfolio-item/cx-live-nuovi-modelli-di-leadership-e-i-leader-del-futuro/): Quali saranno i nuovi modelli di leadership e i leader del futuro? . Ne parlerò Merc 10 Marzo alle 13:00 in compagnia di Giampaolo Grossi, general manager di Starbucks Italy che ci svelerà i segreti per essere un grande leader in un mondo ipercompetitivo, 👉🏻 Leadership inclusiva, empatica, sostenibile, umana e al femminile 👉🏻 Quali sono le nuove sfide dei leader del futuro? 👉🏻 Consigli per chi vuole diventare una great leader . Attiva il promemoria e cogli l’opportunità per farci le tue domande 👇🏻 Ti aspettiamo Merc 3 alle 12:30
- [Special Guest Live: La voce come nostro miglior biglietto da visita](https://www.ileniavidili.com/portfolio-item/special-guest-live-la-voce-come-nostro-miglior-biglietto-da-visita-2/): Molti di noi sottovalutano l'importanza della propria voce e la necessità di migliorarla, mas pesso è proprio il modo in cui parliamo a influenzare la nostra vita. Come utilizzare la nostra voce in modo efficace quando parliamo in pubblico? . Ne parlerò Merc 3 alle 12:30 in compagnia di Luciano Ruggeri, personal voice trainer ed autore di Parlare in Pubblico che in questa diretta farà una breve analisi della mia voce 👩‍🎤 🗣️ 👉🏻 Quali sono gli aspetti della nostra voce che convincono, affascinano e attirano l'attenzione? 👉🏻 I passi per allenarla e renderla migliore? 👉🏻 Perché abbiamo così tanta paura di parlare in pubblico? 👉🏻 La differenza tra comunicazione e persuasione . Attiva il promemoria e cogli l’opportunità per farci le tue domande 👇🏻 Ti aspettiamo Merc 3 alle 12:30
- [CX Live: La trasformazione digitale non è solo tecnologia](https://www.ileniavidili.com/portfolio-item/cx-live-la-trasformazione-digitale-non-e-solo-tecnologia/): __
- [How to build a profitable customer-centric business](https://www.ileniavidili.com/portfolio-item/how-to-build-a-profitable-customer-centric-business/): https://www.ileniavidili.com/wp-content/uploads/2021/02/083-how-to-build-a-profitable-customer-centric-business.mp3
- [Eventi e COVID: cos’è cambiato e come sarà il futuro?](https://www.ileniavidili.com/portfolio-item/eventi-e-covid-cose-cambiato-e-come-sara-il-futuro/): Il settore fieristico é stato impattato notevolmente dalla pandemia. Molte fiere ed eventi si sono trasferiti sul digitale, molti altri non sono riusciti ad adattarsi.
- [CX Live: Why personal branding is a leadership must?](https://www.ileniavidili.com/portfolio-item/9903/): Senior executives' personal brand is part of the public perception of the company. Personal branding is a critical part of building public trust and it shows how business leaders communicate the brand values and culture to the world.
- [CX Live con Giuseppe Stigliano: Customer-centricity: What? Why? How? Who?](https://www.ileniavidili.com/portfolio-item/cx-live-con-giuseppe-stigliano-customer-centricity-what-why-how-who-2/): Customer-centricity: What? Why? How? Who?
- [CX Live con Alessio Astolfi: Qual’é il ruolo del digital marketing nella Customer Experience?](https://www.ileniavidili.com/portfolio-item/cx-live-con-alessio-astolfi-quale-il-ruolo-del-digital-marketing-nella-customer-experience/): Qual'é il ruolo del digital marketing nella Customer Experience?
- [From Customer-Centricity To Human-Centricity](https://www.ileniavidili.com/portfolio-item/from-customer-centricity-to-human-centricity/): Had such a great conversation with Sneha M from peopleHum on their fantastic PeopleHum’s LeadersHum - A leadership series. It was a pleasure to share my view on customer-centricity.
- [CX Live con Stefano Casu: Siamo pronti per una cashless society? Cosa vorrà dire per i consumatori e i retailers?](https://www.ileniavidili.com/portfolio-item/cx-live-con-stefano-casu-siamo-pronti-per-una-cashless-society-cosa-vorra-dire-per-i-consumatori-e-i-retailers/): Siamo pronti per una cashless society? Cosa vorrà dire per i consumatori e i retailers?
- [Three Pillars for Being Customer Centric](https://www.ileniavidili.com/portfolio-item/three-pillars-for-being-customer-centric/): https://www.ileniavidili.com/wp-content/uploads/2021/02/Episode_266_Three_Pillars_for_Being_Customer_Centric_with_Ilenia_Vidili.mp3
- [CX Live with Marianna Poletti: La customer experience passa per l’employee experience curando l’employee engagement](https://www.ileniavidili.com/portfolio-item/cx-live-with-marianna-poletti-la-customer-experience-passa-per-lemployee-experience-curando-lemployee-engagement/): La customer experience passa per l’employee experience curando l'employee engagement
- [SPECIAL GUEST LIVE: Fate vs Free Will. A conversation with a reputable astrologer](https://www.ileniavidili.com/portfolio-item/special-guest-live-fate-vs-free-will-a-conversation-with-a-reputable-astrologer/): Fate vs Free Will. A conversation with a reputable astrologer
- [CX Live con Marianna Chillau: Quali caratteristiche deve avere un buon e-commerce per offrire una CX di successo?](https://www.ileniavidili.com/portfolio-item/cx-live-con-marianna-chillau-quali-caratteristiche-deve-avere-un-buon-e-commerce-per-offrire-una-cx-di-successo/): Quali caratteristiche deve avere un buon e-commerce per offrire una CX di successo?
- [SPECIAL GUEST LIVE: Che cos’è la felicità? Come la raggiungiamo a lavoro e nella vita?](https://www.ileniavidili.com/portfolio-item/special-guest-live-che-cose-la-felicita-come-la-raggiungiamo-a-lavoro-e-nella-vita/): Che cos'è la felicità? Come la raggiungiamo nel lavoro e nella vita?
- [CX Live con Francesco Grillo: Amazon vs Alibaba. Due business model tanto diversi quanto vincenti.](https://www.ileniavidili.com/portfolio-item/cx-live-con-francesco-grillo-amazon-vs-alibaba-due-business-model-tanto-diversi-quanto-vincenti/): Amazon vs Alibaba. Due business model tanto diversi quanto vincenti.
- [CX Live con Alessandro Neri: Millennials & Gen Z come consumano e come motivarli in azienda?](https://www.ileniavidili.com/portfolio-item/cx-live-con-alessandro-neri-millennials-gen-z-come-consumano-e-come-motivarli-in-azienda/): Millennials & Gen Z come consumano e come motivarli in azienda?
- [CX Live with Alessandra Veronesi: Cos’è la customer journey e quali sono le sue fasi?](https://www.ileniavidili.com/portfolio-item/cx-live-with-alessandra-veronesi-cose-la-customer-journey-e-quali-sono-le-sue-fasi/): Cos’è la customer journey e quali sono le sue fasi?
- [CX Live con Ignazio Pisanu: L’importanza dell’analisi dei dati in Customer Experience](https://www.ileniavidili.com/portfolio-item/cx-live-con-ignazio-pisanu-limportanza-dellanalisi-dei-dati-in-customer-experience/): CX Live con Ignazio Pisanu: L'importanza dell'analisi dei dati in Customer Experience
- [LIVE WEBINAR: Adapting Customer Experience in times of COVID and beyond](https://www.ileniavidili.com/portfolio-item/disrupt-from-within-by-enhancing-your-customer-experience/): Watch the webinar by registering here
- [Disrupt from within by enhancing your customer experience](https://www.ileniavidili.com/portfolio-item/three-pillars-for-making-customer-experience-your-competitive-advantage-richmond-events/): We are living in a world where technology is making our lives easier, giving us convenience, community, information and connectivity. People yearn for the human connection and respond best when technology makes them feel understood, by removing frustrations and making their lives more intuitive to manage.
- [Insight on emerging Consumer Experience trends: interview with Ilenia Vidili – Julia Ahlfeldt](https://www.ileniavidili.com/portfolio-item/ex-vs-cx-ilenia-vidili-e-alessandro-rimassa-co-fondatore-della-talent-garden-innovation-school/): In this interview with Julia Ahlfeldt, I share my insights on emerging consumer trends, including how mobile devices are transforming customer journeys, the importance of experience personalization, and the role of tech in experience innovation. Host Julia and I discuss the balance between knowing your customer and not getting “creepy”, how to use purpose to connect with consumers, and tips for winning mobile customer experiences.
- [Disruptive Live Interview from Excel London](https://www.ileniavidili.com/portfolio-item/disruptive-live-interview-from-excel-london-3/): In this interview from Disruptive Live at the Excel in London, I share my view on what are the impacts of the digital revolution on businesses and consumers and the importance of adopting a customer-centric culture within an organisation. 
- [EX vs CX – Ilenia Vidili e Alessandro Rimassa, Co-fondatore Della Talent Garden Innovation School](https://www.ileniavidili.com/portfolio-item/disruptive-live-interview-from-excel-london-2/): È innegabile! I dipendenti felici portano a clienti felici = maggiori entrate.
- [Il Sole 24 Ore Interview](https://www.ileniavidili.com/portfolio-item/disruptive-live-interview-from-excel-london-4/): In this interview conducted by the talented Francesca Milano at Il Sole 24 Ore I share my professional story and how I became a customer experience consultant helping companies around the world to understand more about how the modern customer buy and interact with brands.
- [Why Customer Experience Is Vital For Businesses – Interview With The Freelance Entrepreneur Podcast](https://www.ileniavidili.com/portfolio-item/interview-with-daniel-araya-disruptive-innovation-3/): I have had the pleasure to be interviewed by Daniel Jenkins, host of The Freelance Entrepreneur Podcast on his show, where we talked about why Customer Experience is vital for businesses.
- [Interview With Steve Spiro – Founder & CEO of Halotherapy Solutions](https://www.ileniavidili.com/portfolio-item/interview-with-daniel-araya-disruptive-innovation-2/): I have had the pleasure to interview Steve Spiro, founder of the well established Halotherapy Solutions and chairman of the Global Wellness Institute Halotherapy Initiative. 25 years ago Steve was one of the angel investors and a valuable member of Audible, now an Amazon product. . In my latest webinar (Steve attended) I mentioned that COVID will push consumers to be minding their own health in an exponential way so that every company will need to be a healthcare company. In this video interview, Steve and I talked about the new consumer expectations and how COVID has pushed him to expand his business to the consumer market with Halo Home which is proving to be extremely successful.
- [Interview With Giuseppe Littera – How Complementary Currencies Are Disrupting The Banking Sector?](https://www.ileniavidili.com/portfolio-item/interview-with-daniel-araya-disruptive-innovation/): Complementary currencies are not national currencies but have acceptance for use in specific conditions in a nation. Investopedia explains that complementary currencies are set up by private citizens, advocacy groups, or public regulatory bodies to create parallel markets for specific goods and services, or within a specific geographic region, with the goal of regulating the economy or achieving a particular social, environmental, or political purpose.
- [Interview With Daniel Araya – Disruptive Innovation](https://www.ileniavidili.com/portfolio-item/disruptive-live-interview-from-excel-london-5/): In this interview, my guest Daniel Araya and I are talking about how disrupting innovation is changing two major industries; the energy sector and the retail sector, how companies should manage the disruption and what roles might the major countries play. Daniel Araya is a Forbes contributor, technology consultant, advisor to governments and author.
- [Businesses Powering Through Coronavirus Pandemic – Interview by the Afro-Finland Business Club](https://www.ileniavidili.com/portfolio-item/businesses-powering-through-coronavirus-pandemic-interview-by-the-afro-finland-business-club/): In this interview with the Afro-Finland Business Club I share my view on strengthening customer relationships during a crisis. What can smaller, newer, more vulnerable businesses do to strengthen relationships with their consumers during a crisis? A lot to do is in your communication and actions with your customers.
- [Come Consumano I Millennials E Come Coinvolgerli?](https://www.ileniavidili.com/portfolio-item/businesses-powering-through-coronavirus-pandemic-interview-by-the-afro-finland-business-club-63/): Chi sono i Millennials, cosa vogliono e come acquistano? Ve lo spiego in questo breve video creato per il Millennials Summit 2019 de Il Sole 24 Ore

## Testimonials
- [Frederic De Vrieze](https://www.ileniavidili.com/testimonial-item/frederic-de-vrieze/)
- [Grégory Weber](https://www.ileniavidili.com/testimonial-item/gregory-weber/)
- [Marketing VP at Bpost](https://www.ileniavidili.com/testimonial-item/11341/)
- [Romain Rauyer](https://www.ileniavidili.com/testimonial-item/romain-rauyer/)
- [Helene Thouvenin](https://www.ileniavidili.com/testimonial-item/helene-thouvenin/)
- [Noha Afifi](https://www.ileniavidili.com/testimonial-item/noha-afifi/)
- [Elena Marcelle Hernandez](https://www.ileniavidili.com/testimonial-item/elena-marcelle-hernandez/)
- [Evan Union-Alcazar](https://www.ileniavidili.com/testimonial-item/evan-union-alcazar/)
- [Martin Kuhfuss](https://www.ileniavidili.com/testimonial-item/martin-kuhfuss/)
- [Jack Richards](https://www.ileniavidili.com/testimonial-item/jack-richards/)
- [Sabrina Cristina Cantono](https://www.ileniavidili.com/testimonial-item/sabrina-cristina-cantono/)
- [Jonathan Kalfa](https://www.ileniavidili.com/testimonial-item/10661/)
- [Stefano Fava](https://www.ileniavidili.com/testimonial-item/stefano-fava/)
- [Pete Swift](https://www.ileniavidili.com/testimonial-item/pete-swift/)
- [Minna Lammi](https://www.ileniavidili.com/testimonial-item/9476/)
- [Elke Van den Hout](https://www.ileniavidili.com/testimonial-item/tim-white/)
- [Steve Spiro](https://www.ileniavidili.com/testimonial-item/karen-gray/)

## Team Members
- [Max West](https://www.ileniavidili.com/team-member/matthew-gray/)
- [April Lewis](https://www.ileniavidili.com/team-member/ellie-gray/)
- [Justin Gray](https://www.ileniavidili.com/team-member/logan-gray/)
- [Tina Brooks](https://www.ileniavidili.com/team-member/cassie-gray/)
- [Allen Walker](https://www.ileniavidili.com/team-member/evan-gray/)
- [Micheal Gray](https://www.ileniavidili.com/team-member/micheal-brown/)

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