Customer Experience Leader in Action Keynote Speaker & Author
"Very charismatic delivery ... Clearly very knowledgeable and skilled in the space ... Enjoyed the customer stories shared." Andrew Fraser, Executive Producer, Academy Award-nominated, box office hit LION
Go-to CX keynote speaker, recognised two-time author, and a leading voice on AI-driven customer experience.
Why Book Alex Allwood?
"Poignant opening ... Good storytelling."
Jon Yeo, TEDx Melbourne
- Powerful Storytelling: Two-time author Alex Allwood shares her stories from working in sectors such as finance, insurance, telecommunications, tourism and public transport.
- Captivates Audiences: From the first moment, Alex creates an emotional connection with her first-hand experiences, a dash of wit, and learnings that are actionable.
- Collaboration: From your event concept to final keynote delivery, Alex works closely with event organisers to understand your sector, audience profile and desired outcomes. She then designs each presentation to ensure relevance, authenticity and memorability.
- Actionable Takeaways: Leveraging 20 years of leadership, author of two published books and leading authority on Customer Experience, Alex weaves together real-world case studies, CX learnings and takeaways and forward-looking insights, so every story feels current, compelling and actionable.
Conferences, Seminars, Events and Panels
"Great learnings Alex Allwood"Arnaud Picard, JCurve Solutions
"You are awesome explaining complex scenarios with simple examples. Love it." Kam R, PageUp
Keynote speaker Alex Allwood is Australia’s go-to authority on Customer Experience (CX), AI-Driven Customer Experience, Customer Empathy and Customer Retention and Growth Strategy. She champions customer-centric growth, drives CX transformation and empowers teams and teams across B2B, B2C and not-for-profit sectors.
A customer experience pioneer in Australia, Alex was among the first authors to publish books on CX. She is the author of Customer Experience is the Brand (2015) and Customer Empathy (2019) and is currently writing her third book, to be published in 2026. Alex is also a regular writer and commentator on the rise of AI in customer experience.
Alex ignites conference audiences with over two decades of real-world expertise, CX insights and powerful storytelling. Whether you’re an industry association, public sector, a company or large organisation, Alex delivers powerful keynotes that align with your strategic objectives, energise your people, and are inspiring, memorable and drive action.
Event Formats Delivered:
Corporate Conferences · Global Summits · Industry Symposiums · Business Forums & Expos · Panels · Executive Retreats · In-House Workshops · Fireside Chats and Q&A’s
"Really enjoyed your talk. Thanks for the inspiration and much needed re-focus!'
David Sim, Health.com.au
Core Themes & Signature Keynotes
The AI-Empowered Customer - How AI Is Changing What Customers Expect from Brands
As the gap widens between front-runners and fast followers in AI-powered customer experience, customer expectations and perceptions of value will shift. With a single prompt and a solution delivered in seconds, AI is changing how people solve problems, make decisions and navigate daily life. As customers become more accustomed to fast, low-effort, intelligent experiences, they will bring those expectations to every brand interaction. This talk explores how AI is shifting the balance of power between brands and customers, as AI-enabled experiences reduce cognitive burden, feel effortless and redefine what good looks like.
Your Customers’ Experiences Are Your Brand - Fuelling the Growth Engine
Growth is powered by a simple engine: experience drives advocacy, and advocacy drives growth. For years, advocacy has come from peers recommending brands they trust. Now AI is becoming the next recommendation engine, increasingly shaping how people discover, evaluate and choose products and services. As customer journeys evolve into AI-enabled ecosystems, the experiences organisations create will determine whether customers advocate, remain loyal or switch providers and leave.
In the CX Transformation Trenches - How We Reduced Customer Complaints by 20.23% in 12 Months
Customer experience transformation is rarely neat or theoretical. Real change happens in the trenches. This talk shares the real story behind reducing customer complaints by more than twenty percent in twelve months. It reveals the leadership decisions, cultural shifts, politics, pushback and pragmatism required to move customer experience from one department to a shared organisational priority.
The Power of Customer Empathy - How Real Understanding Changes Customer Value and Growth
Customer empathy is often discussed but rarely practised in ways that change outcomes. This talk explores how deep customer understanding influences decisions, services and delivery. Drawing on research and experience, it shows how empathy shifts organisations from assumptions about customers' needs to insight that strengthens value, loyalty and growth.