Head of Client Service
Sophia Conradi has led digital transformation, customer strategy and experience programs across complex organisations over the last 15 years, she brings a practical perspective grounded in real-world successes, failures and lessons learned. Rather than focusing on theory, Sophia shares the decisions, trade-offs and challenges that leaders face when turning ambitious strategies into measurable outcomes. Her sessions combine honest stories from the front line with actionable frameworks that audiences can take back to their own teams. Whether speaking about customer experience, digital transformation, AI or organisational change, Sophia's presentations are engaging, candid and focused on helping leaders move from ideas to execution.
After working across hundreds of customer journeys, one thing has become clear: the biggest barriers to great customer experiences are rarely the customers themselves. They're disconnected teams, fragmented processes, competing priorities and assumptions made inside the business. This session shares the recurring patterns, surprising lessons and practical strategies that emerged from real transformation projects. Through real-world stories, attendees will learn how small moments shape customer perception, why empathy is a competitive advantage, and how to design experiences that deliver measurable outcomes for both customers and the business.
