Isabella Villani 

AI is rewriting what customers expect and how organisations deliver. Isabella cuts through the hype to show where customer and digital experience are heading, which technologies will actually change the game, and how leading organisations are already responding. Audiences leave with a practical map for futureproofing their customer experience.

Good CX keeps customers satisfied. Great CX makes them choose you, stay with you and recommend you. Based on Isabella's book of the same name, this keynote reveals what your customers really expect, where good falls short of great, and the practical steps to lift CX performance across your whole organisation.

This topic focuses on drivers of customer expectations and the future direction of the CX industry. Learn about CX market trends, hot topics and find out which technologies, data and analytics and operational changes that will make a real difference. This event offers inspiring stories, real-life customer case studies and will take you on a journey into the future.

By 2030, over 400 million jobs around the world will be displaced by automation. But instead of a bleak dystopia of robots, this new Age of Automation is a unique opportunity to capitalise on the power of the human touch. So how do you successfully operationalise this across your customer-facing teams?

Leverage customer success metrics including Net Promoter Score and Customer Effort to measure your CX and provide insights to drive improvement, innovation and best practice.

Customers now expect a personalised, consistent experience across every channel, and most CX strategies fail in execution rather than design. Isabella shows how to build a strategy the whole organisation owns and delivers, from customer journey mapping through to the operating rhythm that makes change stick.

A hands-on executive briefing on building journey maps that drive decisions and investment rather than gathering dust. Isabella covers best practice mapping, success measures and real case studies, showing how to become a genuinely customer-centric organisation.

This workshop is for business professionals who want to understand how to develop and use one of the most important tools in the customer experience toolbox: the Customer Journey Map. The session covers key concepts including application of CJM, benefits and success measures, framework, key components and tools as well as tips on embedding CJM in your organisation’s operating rhythm.

Technology is a vital component in providing great customer experiences - but it’s only part of the puzzle.  Join Isabella Villani as she explores how human centred design and journey mapping can help organisations to take a step back and put the decisions you make in context of what you’re trying to achieve.

Human interaction matters more than ever before. And your customers want more of it. Therefore, it’s crucial for today’s technology to support human interaction, be unobtrusive and work seamlessly. Furthermore, there’s a mismatch between customer expectations and how employees deliver. How are you empowering your employees to execute your company’s customer experience vision?

Great customer experience needs an engaged workforce behind it. Isabella shows how customer stories take your people on the journey, connecting the frontline to the back office and turning CX into a rallying point for employee engagement, motivation and lasting change.

In a competitive global market, good customer experience is no longer enough. Customers expect a personalised experience with a "wow factor", but personalisation done poorly erodes trust. Isabella shows how to design AI-driven personalisation that builds loyalty instead of unease.

Every year we’re spending more money to interrupt more people more often, with messages they don’t care about and don’t pay attention to. We’ve come to believe that the way to succeed is to have an advantage - by being different or better, more visible, or just plain louder. What if instead of finding ways to be one step ahead of your competition you could give people reasons to choose and then stay with you?

In the Age of the Customer, companies are awakening to the need to be customer-centric. This is fueling transformation campaigns, technology innovations, culture development, and countless CX and EX improvement initiatives. However, the ultimate goal is the same – create tangible benefits and improve business performance. Join this session to learn how CX leaders are stepping up to become a primary driver of growth for their brands and companies.

In an environment that is offering so much choice for customers, the customer is in the driver’s seat and has expectations on how you deliver a seamless, easy and consistent customer experience across multiple channels and touchpoints.