OTHER PUBLICATIONS

AI Strategy For Sales and Marketing

Connecting marketing, sales and customer experience

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:

● Too many companies try to fix deep problems with quick tech patches. Instead we should sort out the broken process first.

● Customers don’t remember the bot. They remember the human who made them feel seen. That’s why AI only works when it supports humans, not replaces the connection customers crave.

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'Experiência do Cliente na Teoria e muita Prática'

Customer Experience in Theory and Lots of Practice

Ilenia is honoured to be a co-author in the second edition of ‘Experiência do Cliente na Teoria e muita Prática’, an insightful book on customer experience now circulating in the Brazilian market. This edition brings together 34 experts in the field, offering a mix of theory and real-world application to help businesses elevate their customer strategies.

In her chapter, ‘Customer-Centricity is About Seamless Alignment’, Ilenia explores how alignment is the foundation of true customer-centricity:

● Aligned vision and strategy act as the compass guiding organisations toward customer-centric success.
● Aligned teams bridge the gap between strategy and execution, recognising that strategy is hollow without the right people.
● Aligned leadership transforms intentions into impactful actions that shape meaningful customer experiences.

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Handbook of Research

Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and Businesses

The Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and Businesses explores the strategic role of user experience in e-learning and e-commerce across industries. It examines the impact of these technologies on organizations, including universities, corporations, and healthcare providers.

Ilenia Vidili contributed to this publication with Chapter 11, where she explores the transformative impact of digital advancements on modern businesses.Her chapter examines real-world case studies of leading brands to illustrate how businesses can maintain and enhance end-to-end customer experiences. It further provides:

● An analysis of six key CX principles that drive value, relevance, and superior experiences.
● Insights into the cost of failing to adapt to evolving consumer behaviors, particularly digital-native generations.
● A discussion on the importance of fostering a holistic customer-centric culture as a competitive advantage.

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Want Ilenia to contribute to your publication?

Ilenia Vidili, thought leader in customer experience, is available to contribute to books, magazines, research publications, and industry reports. With a deep understanding of the evolving customer landscape, she delivers compelling, research-backed insights that help businesses navigate the shift toward customer-centric strategies. Her work has been featured in top publications such as Entrepreneur Magazine, CXO Magazine, CEO Magazine, Handbooks of Research, Sprinklr’s Blog, and a variety of industry books.

For collaboration inquiries, contact Ilenia today!

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"Outstanding keynote on Digital Transformation. Ilenia's insights were both inspiring and actionable, significantly enhancing our understanding of customer-centric digital strategies. She's an exceptional speaker who truly engages her audience."

Frederic De Vrieze

Member of the Board / CX Brussels

"Thanks Ilenia for your speech at PwC Experience Center, it 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 / PwC Luxembourg

"Ilenia Vidili delivered an exceptional presentation on successful customer-centricity transformation. She provided spot-on examples that resonated deeply, making complex concepts easily understandable and relatable. Her style was clear and captivating, keeping the audience engaged from start to finish."

Marketing VP at Bpost

"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 / Orange Business Digital Services Europe

"Very smart, impactful and pertinent presentation. Ilenia managed to explain complex elements through a perfect storytelling and full of tangible examples."

Helene Thouvenin

Head of Client Relationships & Sales / PwC Luxembourg

"Ilenia is a very knowledgeable and skilled professional speaker when it comes to the CX. Her very strong presentation skills make her talks enjoyable."

Noha Afifi

Senior Director of Client Onboarding / Kraken

"Ilenia made a fantastic conference. Given the timing and the audience, it was perfect."

Elena Marcelle Hernandez

Digital Channels Product Owner and CX Expert / Euroconsumers

"Wonderful, dynamic speaker and concrete examples."

Evan Union-Alcazar

Innovation project officer / Indosuez Wealth Management

"Ilenia captivates audiences emphasizing customer centricity as the heartbeat of success."

Martin Kuhfuss

Head of Client Experience / Clearstream

“One of the highest-scoring talk at Richmond Events”

Jack Richards

Conference Manager / Richmond Events

“Ilenia's speech was very inspiring and interesting. She’s a very brilliant and excellent orator and she knows how to capture the audience's attention!”

Sabrina Cristina Cantono

Head of Conference / Soiel International

"Ilenia delivered a remarkable presentation. The concrete examples she shared resonated deeply with the audience, offering actionable insights. Her dynamic energy and engaging delivery kept everyone captivated, transforming complex concepts into relatable and inspiring narratives."

Jonathan Kalfa

Head of Innovation / Baloise

"Ilenia was inspiring, clear and gave us a lot of tips easy to understand."

Stefano Fava

Head of Learning & Development / Alleanza Assicurazioni

"Ilenia 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 / DIGIT

"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

“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 presentation we got inspired on customer centricity and important pillars of humanity, technology and culture. Thank you Ilenia!”

Elke Van den Hout

Culture Change Manager / KLM Royal Dutch Airlines

“Ilenia is incredibly engaging, inspiring and motivating. Her workshop was full of best practices and insights that we applied to our daily work. We walked away with so much from it!"

Steve Spiro

CEO / Global Halotherapy Solutions