Popular topics.

1. 01

   Welcome to the Age of Empathy: Keeping the Human Touch as AI Reshapes Your Business

   Automate the predictable. Humanise the memorable. Keep a human in charge. Every organisation is being told to adopt AI, and most already have. Yet the moments customers remember are the complaint, the hardship conversation and the thing that went wrong, and those are exactly the moments a chatbot cannot own. In her signature keynote for 2026, Isabella shows how the organisations winning the AI era automate routine work to free their people for the moments that matter, and what to do when customers arrive with a ten-page AI-drafted complaint of their own.

   Your audience will walk away with

   • One rule for deciding what to automate, what to humanise and what never goes out unchecked
   • How to find your moments of truth and write an empathy standard for each
   • A house rule for answering AI-drafted complaints, and three actions for Monday morning
2. 02

   Customer First, AI Enabled: The Future of Customer Experience

   AI is rewriting what customers expect and how organisations deliver. In this keynote, 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. Her starting point is the customer, not the tool: what do we want, what data do we have, and what are we building? Drawing on real case studies and more than 20 years at the forefront of CX, she takes audiences on a journey into the future and hands them a map.

   Your audience will walk away with

   • The trends and technologies reshaping customer expectations, and which ones matter for your organisation
   • How leading brands are combining AI, data and human connection to stand out
   • A three-speed roadmap for futureproofing your customer experience: quick wins now, one journey done properly, then transformation
3. 03

   Who Is Checking the AI? What Boards and Executives Should Settle Before Saying Yes

   AI is already inside most organisations, often before anyone has approved it, and customer trust in how businesses use it is falling. Isabella brings a company director’s lens to the question every owner, executive team and board now has to answer. Drawing on her work as an audit and risk committee chair and her Australian Institute of Company Directors training in governing AI, she turns AI governance into plain questions a board can ask and a simple check any team can run.

   Your audience will walk away with

   • What to settle before saying yes to AI: the problem, the accountable owner, the register, the stages and the evidence
   • The AI check: who checks it, what is labelled, what never goes out unread and what is never automated
   • How to move quickly on AI and still keep a human in charge
4. 04

   The Rise of Agentic AI: When Your Customer Is a Machine

   Customers are starting to send AI agents to research, compare and even buy on their behalf. When an algorithm shortlists suppliers, reads your website and negotiates the deal, much of what we know about journeys, loyalty and persuasion changes. Isabella explores what agentic AI means for customer experience, and how organisations stay chosen when the first customer they meet is a machine.

   Your audience will walk away with

   • How AI agents are changing the customer journey, from discovery to purchase and service
   • What to redesign in your digital channels and content so both humans and machines can do business with you
   • How to protect brand preference and trust when algorithms do the shortlisting
5. 05

   Good to Great CX

   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 shows how to attract and retain customers in a world where they write the rules.

   Your audience will walk away with

   • What your customers really expect, and where good falls short of great
   • The drivers of CX innovation and sustainable competitive advantage
   • Practical steps to lift CX performance across your whole organisation
6. 06

   Transform Customer Experience: From Strategy to Execution

   Most CX strategies fail in execution, not design. Drawing on her Wiley-published book Transform Customer Experience, Isabella takes audiences from strategy through to delivery: customer journey mapping, culture, channels, voice of the customer, and the operating rhythm that makes change stick.

   Your audience will walk away with

   • How to build a CX strategy the whole organisation owns and delivers
   • Best practice customer journey mapping, with templates and real case studies
   • How to embed CX in culture, metrics and everyday decisions
7. 07

   Game-Changing CX Starts with Employee Experience

   You cannot deliver a great customer experience with a disengaged workforce. There is a growing mismatch between what customers expect and what employees are equipped to deliver. Isabella shows how to close that gap by designing employee experience with the same discipline as customer experience.

   Your audience will walk away with

   • The direct link between employee experience and customer outcomes
   • How to empower your people to execute your CX vision
   • Practical ways to align technology, process and culture behind human interaction
8. 08

   The CX Money Story: Proving Experience Pays

   Boards and CFOs no longer fund customer experience on faith. The CX programs that survive are the ones that connect experience to revenue, retention and cost. Drawing on more than 20 years of consulting and transformation work, Isabella shows how to build the money story behind your CX program and win investment for what matters.

   Your audience will walk away with

   • How to link CX metrics such as Net Promoter Score and customer effort to financial outcomes
   • How to build a CX business case a board will fund
   • The measurement traps that stall CX programs, and how to avoid them

All topics are tailored to your audience and industry, and can be blended into a custom keynote. Copies of Isabella’s books can be arranged for delegates.