Ilenia Vidili

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Ilenia Vidili

I am a passionate customer centricity advisor, author and keynote speaker. I have been advising the Find out more https://www.ileniavidili.com/the-book/

My new book, Journey to Centricity, is a timely roadmap for leaders to transform
outdated business practices into truly customer-centric companies of the future.

08/09/2026

Had such a blast at the TotalEnergies UK Annual Summit in London.

Fantastic and lively audience, the kind that keeps you on your toes, leans in, and makes every minute on stage feel worth it.

The keynote was focused on how to close the gap between what companies deliver and what customers actually experience, through alignment, an outside-in mindset, and daily habits.

Huge thank you to Pauline Liberté Hugon and Anton Roberts for having me, and for the outstanding coordination of Johann Matti at Matti Speaker Agency.

Thank you 💚

02/09/2026

September brings me new stages and a brand new keynote.. Four things I will be talking about:

✶ Cinderella
✶ Toys under the bed
✶ A random maintenance guy
✶ A man who nearly sh*t himself at 30,000 feet

Ps: The organisers have not seen this list 😆

Wish me luck

04/08/2026

Something interesting is happening in business these days..

When clients reach out about speaking or training topics, I expect them to ask for AI stuff.

That's the headline everywhere, right? But that's not what they're asking for.

They want human connection, customer relationships, empathy, the power of presence, how to create experiences people remember in their bodies..

Here is what i've come to realise:

▶︎ The more technology accelerates, the more we crave what it can't give us.

→ It's like a pendulum, the harder it swings toward automation, the harder it swings back toward the deeply human. Both extremes grow at the same time.

It's the middle that's disappearing.

✔︎ You can see it everywhere too: the boom in live events, retreats, run clubs, supper clubs, pull up groups (yes I saw that too)..

✔︎ Brands are opening cafés and physical spaces not to sell, but to create belonging.

AI isn't making human skills obsolete, it's making them premium.

Connection is becoming the scarcest resource in the room. And scarcity creates value.

This is exactly what I'll be exploring in my next keynote and looking forward to it

15/07/2026

In less that 30 min I’m walking on stage in front of 600 people for a company in the energy sector.

And my job is to reinforce that customer centricity is everyone’s job and with something concrete they can do about it starting tomorrow.

I’ll be talking about some of the things I’m most passionate about:

▶︎ The hidden gap between what organisations deliver and what customers actually experience

▶︎ How a customer centric mindset brought to every customer interaction isn’t just good practice but it’s the difference between being a company selling energy and being irreplaceable.

▶︎ What it takes to make customer centricity a daily habit.

I am super looking forward to it..

Wish me good luck! 🤞🏼🍀

08/07/2026

How many tools does your customer service agent need to pick up the phone? If you have to think about it, that is already the answer..

In this video I explain why that number is costing you more than you think, and what one tool can do that five cannot.

That is what Aircall’s AI Assist Pro is built around. One tool doing the work of five.

Find out more here: https://bit.ly/4fjlJjU

23/06/2026

We built an entire industry around understanding customers. And somehow, we understand them less than ever.

We now have Customer Success teams, Chief Customer Officers, Voice of Customer programs, NPS surveys, CSAT scores, journey maps, etc

And yet, ask most executives what genuinely keeps their best customer up at night, and they'll have no idea..

That's the paradox no one wants to say out loud: the more infrastructure we've built to get closer to customers, the further away from them we've actually gotten.

■ We replaced conversations with dashboards.
■ Relationships with retention scores.
■ Listening with logging.

None of those tools are wrong. The problem is what we stopped doing when we got them.

■ We stopped being curious about customers world
■ We stopped sitting in the room where a customer is frustrated
■ We stopped asking the question we didn't already know the answer to

The companies I've seen build genuine loyalty share one thing:

Their leaders are can describe specific customer problems (without pulling up a report) and take action to fix them.

Customer centricity is a discipline of staying genuinely curious about someone else's world..

10/06/2026

It was an honour to take the stage at AutoRek in Glasgow 🏴󠁧󠁢󠁳󠁣󠁴󠁿

Speaking to a room full of passionate, curious people about customer centricity, what it really means, why it matters, and how to make it real, was one of those experiences that reminds me why I love this work.

A huge thank you to the AutoRek team, and in particular to Chris Livesey and Sarah Brattesani for their warmth and openness.

And a special thank you to Dominic (DE-E) Eldred-Earl and Paula Nieuwoudt at London Speaker Bureau for making this happen..

🙏🏼

09/06/2026

Every time CX leaders tell me “We’ve deployed a new AI tool” I get goosebumps.

- Because it is rarely just one.
- Each one supposedly integrated.
- Each one from a different vendor.
- None of them actually talking to each other properly.

The main problem is not customer service agents but the dozens of tools they have to use to answer a single customer query. Sometimes 10, sometimes 20...

▶︎ This is detrimental to customer experience!

Here is what’s happening:

✘ Agents are managing technology instead of managing the conversation.

✘ Agents spend more time updating records than actually helping customers.

✘ Every handover means customers repeating because the context never made it across the tools.

✘ Two agents, same query, two completely different experiences depending on who knows the tools best.

✘ When information travels manually across ten tools, something always gets lost, delayed, or entered incorrectly.

Customers do not see your tech stack but feel every single gap in that chain and then we wonder why they are not happy.

Here is what should be happening:

✔︎ The agent picks up already knowing the customer's history, what was promised, and what is still unresolved.

✔︎ Every word is captured automatically as the conversation happens, so the agent listens fully instead of writing frantically.

✔︎ When a customer raises an issue, the right information surfaces instantly, so the agent never has to put anyone on hold.

✔︎ The moment the call ends, a full summary is generated, accurate and complete, without the agent reconstructing anything from memory.

✔︎ The summary goes straight into the record, so the next agent already knows exactly what happened.

We cannot keep calling ourselves customer-centric while our customer support agents need 20 tools to answer one call.

I have been paying attention to what Aircall is doing with AI Assist Pro: ONE tool doing the work that most teams currently split across FIVE..

How many tools is your team currently using?

▶︎ For more info visit https://bit.ly/4fjlJjU

02/06/2026

Last week I was in London at David Avrin’s Speaking Business Retreat.
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A room full of professional speakers from across Europe, all working on the same thing: turning a skill into a sustainable, scalable business.
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Most speakers focus on getting better at speaking. Few focus on building a speaking business.
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The craft matters. But so does positioning, pricing, pipeline, and strategy.
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You can be the best speaker in the room and still leave money on the table, or worse, leave opportunities to people who are simply better at running their business.
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Wonderful to meet everyone in person 🤩
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28/05/2026

Cambridge (UK) is my second home. I studied there. I started my career there. Some of the most formative chapters of my life were written on those streets.

Going back is always strange in the best way.

The city looks exactly the same, the river, the colleges. The light in the afternoon that hits the stone buildings in a way you don’t find anywhere else.

What is different is me.

I walked past places that used to feel enormous, institutions, offices, buildings that once carried a weight I hadn’t earned the right to carry lightly yet.

And they felt smaller this time, because I have grown into them.

That is what going back to a place that shaped you does.

This city gave me a lot. A degree, a corporate career, and some of my closest friends.

But I think what it gave me most was the beginning of a standard I have never been willing to lower.

Cambridge has a culture of rigour that gets into you quietly. You stop seeing excellence as exceptional and start seeing it as the only acceptable direction. Once you have been in rooms where people operate at that level, you cannot un-see it.

After 9 years in Cambridge, I left with that, and I haven’t put it down since.

Address

Zagreb

Website

http://www.ileniavidili.com/, http://linktr.ee/ileniavidili

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