Meet Ilenia Vidili | Customer Experience Keynote Speaker | Author | Trainer

We had the good fortune of connecting with Ilenia Vidili and we’ve shared our conversation below.

Hi Ilenia, we’d love to hear about how you approach risk and risk-taking.
Taking risks is part of my DNA, and I believe that risk-taking is strongly tied to courage. When I was 19, I left my home in Italy and moved on my own to Spain, and then to the UK, where I lived for nine years. Starting fresh in new countries, learning the language, and adapting to different cultures wasn’t easy, but it was essential for my personal growth.

Over the years, I worked for some of the most successful organizations, but when everything seemed stable on paper, I took another bold risk—I quit my corporate career. What followed was two transformative years of solo travel in Southeast Asia. That time gave me the clarity and courage I needed to start my own business during the second year of my journey.

Courage doesn’t mean being fearless; it means taking action despite fear. I didn’t have all the answers when I started my business, but I took the leap, gave it my all, and thankfully, it worked out. If I hadn’t taken those chances—if I had let fear hold me back—I wouldn’t be here today, sharing my story with you in this interview.

For me, taking risks has been the cornerstone of my growth, both personally and professionally. And every leap I’ve taken has been fueled by courage—the courage to embrace uncertainty and trust in the process.

Alright, so for those in our community who might not be familiar with your business, can you tell us more?
I started my career in corporate marketing, and while the job itself wasn’t the problem, I found myself deeply unhappy as an employee. At first, being in a managerial position with my own office felt like a huge accomplishment. But over time, it became stressful, isolating, and, honestly, unfulfilling. I started to feel like I was wasting precious time—daylight hours spent indoors, rushing through errands on weekends, and never truly having the freedom to enjoy life on my terms.

The last year in that role was particularly tough. I’d sit in my office, day after day, feeling a growing sadness and restlessness. It took me about six months to fully come to terms with the decision, but when I finally told my line manager that I was leaving, it felt like a weight had been lifted. It was scary, but I knew I was ready to create something of my own—something that gave me freedom, purpose, and the chance to work on my own terms. The idea for my business came from my background in corporate marketing and customer experience, combined with a deep passion for consumer behavior.

Today, my mission is clear: to motivate, educate, and inspire organizations to prioritize their customers in every aspect of their business. My work involves helping companies improve their customer experiences by guiding them to rethink outdated, conventional approaches and embrace strategies that truly meet the needs and expectations of their customers. I work with executives to help them see customer-centricity as a shared responsibility across the organization. At the same time, I empower frontline employees to take meaningful actions that create memorable and impactful customer experiences. Ultimately, my work is about driving transformation—helping businesses not only meet customer expectations but also build stronger relationships, foster trust, and create long-term loyalty.

Over the years, my business has evolved. I started out focusing on consultancy and masterclasses helping organizations identify pain points and create actionable strategies to improve their customer experiences. As time went on, I expanded my offerings into delivering professional keynotes, where I combine practical strategies with inspiration to ignite change at every level of the organization.

The role of a keynote speaker wasn’t something I planned—it really just happened. Initially, I thought it would be a way to generate more leads and clients for my consultancy. But over time, it grew into something much bigger and became a core part of my services. Speaking in public allows me to connect with people on a deeper level. It’s not just about sharing knowledge; it’s about inspiring action and igniting change. Today, it’s one of the most fulfilling aspects of my business and a powerful way to amplify my mission.

I believe that the most important factor behind my success so far is my ability to persevere. Business is full of challenges and so many things beyond your control—it gets tough, very tough. I don’t take no for an answer. Instead, I see it as an invitation to find a different way. Success isn’t about avoiding setbacks; it’s about having the resilience and determination to keep moving forward, no matter how difficult things get. This mindset of persistence and resourcefulness has been the foundation of my journey and is a big reason why I’m where I am today. I think success isn’t about luck; it’s about resilience and determination to keep moving forward, especially when things don’t go as planned. The most important lesson my business journey has taught me so far is that if you believe in yourself, you’re already halfway there. Confidence and self-belief are the foundations of success—they give you the courage to take risks, the resilience to overcome setbacks, and the determination to keep moving forward.
There will always be challenges, uncertainties, and moments of doubt, but believing in your own abilities helps you navigate through them. It’s not always easy, but when you trust yourself and your vision, you open the door to possibilities you never thought were achievable.

If you had a friend visiting you, what are some of the local spots you’d want to take them around to?
If my best friend were visiting, I’d take them to Sardinia, where I was born and raised until I was 19. It’s such a magical place, full of natural beauty, rich history, and incredible food.

We’d start with the beaches, of course—Sardinia is famous for its crystal-clear waters and white sand. I’d take them to La Pelosa Beach in Stintino, one of the most stunning spots on the island. Another day, we’d head to Cala Goloritzé, a secluded gem that requires a bit of a hike but is well worth it.

For culture and history, we’d visit Nuraghe Su Nuraxi in Barumini, an ancient archaeological site that gives a glimpse into Sardinia’s past. We’d also explore Alghero, a charming town with cobblestone streets, Catalan-Gothic architecture, and breathtaking views of the sea.

When it comes to food, Sardinia is a paradise. We’d have dinner at a traditional agriturismo, enjoying authentic dishes like malloreddus (a type of Sardinian pasta) and porceddu (slow-roasted suckling pig). For drinks, we’d sip on Mirto, a local liqueur made from myrtle berries, or Cannonau wine, which Sardinia is famous for.

For a bit of adventure, we’d take a boat trip to the Maddalena Archipelago, exploring hidden coves and turquoise waters. And for relaxation, we’d soak up the island vibe in Cagliari, strolling through the city’s old town, Castello, and enjoying gelato as the sun sets.

Who else deserves some credit and recognition?
Absolutely. The book that truly deserves credit in my story is Feel the Fear and Do It Anyway by Susan Jeffers. It was a turning point for me. Reading it gave me the courage to quit my corporate career, travel solo, and eventually build my business.

The book’s message—that fear is a natural part of growth and that you can move forward despite it—resonated deeply with me. It helped me embrace uncertainty and take the leaps that shaped my life and career. For that, I’ll always be grateful.

Website: https://www.ileniavidili.com

Linkedin: https://www.linkedin.com/in/ileniavidili/

Image Credits
Copyrights Ilenia Vidili