Customer experience keynote speaker
Switching is one click away. The human moments decide who customers come back to.
Real rooms. Real people. Real change.
Everyone now has the same AI, the same data and the same tools.
The only difference left is your people.
Chatbots answer at 3 a.m., NPS dashboards update in real time and every touchpoint has an owner.
Customers still remember one thing: how a person made them feel when something went wrong.
Customers who finally reach a person after five menu options arrive already annoyed. The agent inherits a problem the technology created.
Handle times, scripts and QA scorecards keep service consistent, and slowly train people to stop thinking. Customers can hear the difference.
A greeting at the counter, a tone on the phone, a reply on social media. Customers judge the whole brand by the one person in front of them.
Customer-focused brands that trusted me, among others
Contact center agents, store teams and CX leaders ask them in different words. The answers are the same.
Will a machine do my job?
The better the machines get, the more your people will set you apart.
Why it lands with customer experience audiences: as AI handles the routine questions, every human contact becomes the escalation, the complaint or the high-value moment. Forever Human shows your teams what customers still need from a person, and how to deliver it.
Why does someone else get chosen?
What your people know rarely gets them chosen. What others see in them does.
Why it lands with customer experience audiences: customers decide in seconds whether to trust the person helping them. The Power of Choice shows frontline teams and CX leaders how appearance, behavior, communication, digital presence and environment shape every service moment.
I can open a customer experience conference, close a contact center summit or anchor Customer Service Week with a virtual session agents can join between shifts. For the frontline kickoff people should still talk about weeks later, I bring the 3D immersive version.
Before the event, I partner with your team to understand the moments your agents, associates and CX leaders handle every day. Those stories, not generic ones, end up on stage.
CX leaders get a framework for designing experiences. Frontline teams get permission, and practical ideas, to act like humans instead of scripts.
Among others, SOCAP International, American Airlines, Hilton or Nespresso trusted me with their people. I know what service at scale demands.
CX events bring together the people who design experiences and the people who deliver them. The keynote speaks to both.
No slides, no pre-recorded hologram beamed in from somewhere else.
I stay live in the room while your leaders, sponsors and theme step into the story.
How clients describe it, in their own words.
How clients make it their own.
I help the people behind your brand become the reason customers stay.
I’m Sylvie di Giusto. I spent nearly twenty years inside corporations, last leading the management academy of Europe’s largest retail and tourism group, a business where one unhappy traveler could become a story told for years. That taught me that customer experience is decided by people, one interaction at a time. Today I’m a CPAE Speaker Hall of Fame keynote speaker, and service brands such as SOCAP International, American Airlines, Hilton or Nespresso, among others, trusted me with their people. I bring the same promise to every CX stage: your customers notice how your people show up, so let’s make it something they come back for.
In their words, not ours.
It couldn’t have gone better! With her high energy style and sense of humor, she quickly had everyone’s attention. She showed us how we assess, and judge people based on just a few seconds of visual contact. But it went even deeper into other concepts around our motivations, our self-perception and how it impacts those crucial first seconds when meeting someone new. The interactive exercise engaged everyone as part of the program, not simply as the listening audience. She was a gem and I highly recommend Sylvie and her program in today’s return to work business environment.
Sylvie did an amazing job learning about our company, then she took that knowledge and created an excellent and interactive presentation that resonated with our people. The team is still talking about what Sylvie taught us.
I learned so much from you, and your presentation was inspiring! Thank you again for helping American Airlines launch our new image and brand. I look forward to seeing you on one of our flights.
Sylvie is dynamic in presentation and really cuts to the core of what it takes to impress customers, management and even influence our co-workers. Book her NOW! You will walk away so inspired and renewed!
This was the BEST presentation we had during this meeting and that I have ever experienced. There was so much value in what you left with us. I think you have taught me something that will stick with me forever and that I will be able to share with others in and out of work.
Sylvie is highly knowledgeable in her area of expertise, personable, and engaging. The amount of positive feedback I received after the presentation was incredible! To top it off, Sylvie was flexible with our scheduling demands which made it all the more pleasant to work with her.
The Power of Choice is built on my book The Image of Leadership, which explains how people decide in seconds whom to trust. In customer experience, that decision is made at every counter, call and chat.
The book breaks it into five dimensions (appearance, behavior, communication, digital presence and environment) that service teams can practice and leaders can coach. Clients often give copies to attendees so the ideas reach the front line.
Once AI resolves the password resets and order updates, the conversations left for your people are the angry, complicated and valuable ones. Forever Human sets what automation does well beside what customers still need from a human being.
CX leaders and frontline teams learn why empathy and judgment become the differentiator once every competitor has the same bot. Many clients give a copy to every service leader in the room, so the ideas reach the contact center floor the following week.
Sylvie di Giusto is a CPAE Speaker Hall of Fame keynote speaker trusted by SOCAP International, American Airlines, Hilton or Nespresso, among others. She shows service teams and CX leaders how customers decide in seconds whom to trust, and what people can do that automation cannot.
Choose Forever Human if your CX strategy is shifting toward chatbots, AI agents and self-service and you want to define the human role. Choose The Power of Choice if your goal is warmer, more trusted interactions at every touchpoint. Both are customized to your customers.
Yes. Sylvie di Giusto builds her keynotes from real moments your agents, associates and service teams face, so frontline employees recognize their own day. Leaders get the framework; the front line gets ideas to use on the next call.
Sylvie di Giusto’s Forever Human keynote helps CX organizations decide which interactions to automate and which deserve a person. It focuses on empathy, judgment and service recovery, the moments when customers most expect a human.
Yes. Sylvie customizes each keynote to the audience, whether that is a contact center team during Customer Service Week, a store manager meeting or a CX leadership summit, and keeps it interactive so the energy matches the occasion.
Yes. Both keynotes are available virtual or hybrid, which helps when contact center teams work across shifts and locations.
As early as possible once your date is set, especially around Customer Service Week in October, when many service organizations hold events. Check availability to hold your date.
I also serve audiences in hospitality & travel, retail and sales. See every audience I speak to.
Dates, formats, the 3D experience and logistics for your event.
