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Customer Centricity, Backed by Behavioural Science

Your Customers Aren’t Spreadsheets -
They’re Human. Let’s Treat Them That Way.

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Keynote Speaker

Dr. Juliette Tobias-Webb

Behavioural Scientist & Keynote Speaker

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Available for Keynotes, Workshops & Panels

Customer Centricity & Behavioural Science

Decode the psychology of loyalty and design customer experiences that last.

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About This Topic

Customer centricity is more than a trend. It is a strategy grounded in behavioural science that helps organisations build genuine trust and loyalty. Dr Juliette shows leaders how to apply the psychology of human behaviour to real business challenges. She translates cutting-edge research into practical insights that can be tailored to your company, industry and audience.

Whether it is overcoming decision-making biases, creating friction-free customer journeys or rethinking leadership culture, Dr. Juliette designs every session to meet the specific needs of your organisation.

Why This Matters for Your Business

In today’s market, customer experience is the true competitive edge. Yet many organisations unintentionally design systems for efficiency rather than for people. Dr. Juliette helps companies reframe their approach by focusing on the behavioural drivers that shape customer actions and choices.

With a tailored keynote, workshop or panel, your organisation will gain:

  • Insight into the behavioural drivers of trust, loyalty and engagement
  • Tools for designing customer-centric experiences that deliver results
  • Practical strategies to overcome bias in leadership and decision-making
  • A customised session designed around your goals and challenges

Speaking Formats

Every session can be delivered in the way that best suits your audience - in-person, virtual, or hybrid.

Keynote Address

Big-picture ideas and compelling stories designed to energise conferences, summits, and flagship events.

In-Person Virtual Hybrid

Workshops

Hands-on, interactive sessions that equip teams with practical tools and frameworks they can apply immediately.

In-Person Virtual Hybrid

Panels & Fireside Chats

Engaging, conversational formats that bring behavioural science insights to leadership summits and industry events.

In-Person Virtual Hybrid
Trusted by Global Leaders

Sharing behavioural insights with some of the world’s most influential organisations.

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Speaking Topics

Keynotes, workshops and panels designed to be tailored to your organisation’s goals.

Leadership & Human Behaviour

Equip leaders with behavioural insights to inspire, influence and build resilient teams.

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Influence, Connection & Wellbeing

Use behavioural science to strengthen workplace culture, collaboration and wellbeing.

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Free Resource

Get Dr Juliette’s Speaker Kit

PDF Instant access 5 min read

Everything you need to plan a high impact session that fits your audience and goals.

  • Topics and customisation options
  • Speaking formats and run sheets
  • Audience outcomes and next steps
  • Tech and AV checklist
Download the Speaker Kit Request availability
No spam or fluff. One clear PDF to share with your team.
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Frequently Asked Questions

Answers to the most common questions about customer centricity and how Dr Juliette applies behavioural science to lift loyalty, adoption and growth.

What is customer centricity in practice? ▾
Customer centricity is a company-wide habit of designing decisions around what customers actually need and do. It blends qualitative insight, behavioural science and measurement so teams remove friction, earn trust and create experiences people return to.
How does behavioural science make us more customer-centric? ▾
Behavioural science reveals the biases and heuristics that shape choices. Dr Juliette translates these into practical nudges such as defaults, framing and timely prompts that guide better decisions across journeys, onboarding and service.
How is customer centricity different from traditional CX programs? ▾
CX often measures satisfaction after the fact. Customer centricity starts earlier: it informs strategy, product, pricing and communications using human behaviour evidence so experiences are designed to work before they are measured.
What outcomes should we expect from a session with Dr Juliette? ▾
Teams leave with a shared language of decision biases, priority opportunities in your journeys, and practical design tools such as commitment devices, social proof and friction audits. Typical results include higher adoption and activation, reduced drop-off and clearer governance for customer decisions.
How do we measure customer centricity and ROI? ▾
Pair behaviour metrics with experience metrics. Examples include task completion rate, time-to-value, opt-in and activation, repeat purchase, complaint resolution speed, churn and retention, and NPS or CSAT. Dr Juliette helps align a simple scorecard to your objectives.
What data or prep do you need from us to tailor the session? ▾
A short discovery call, your goals, a description of key customer journeys such as sign-up, support or renewal, and any research you are comfortable sharing. If helpful, a quick pre-event survey sharpens examples for your teams.
Can we focus on a specific challenge like onboarding or retention? ▾
Yes. Sessions are tailored to your priorities such as onboarding activation, plan upgrades, channel shift, vulnerable customer support, complaints handling or loyalty design. Industry examples are adapted to your context.
How quickly can we move from keynote to implementation? ▾
Keynotes create alignment in 45 to 90 minutes. Workshops of 2 to 4 hours identify priority interventions and test plans. Many clients run a 4 to 8 week sprint afterwards to prototype nudges and measure impact.
How does customer centricity connect with AI and digital products? ▾
Behavioural design strengthens AI adoption and UX. Examples include setting helpful defaults, making consent clear and timely, explaining model benefits and limits, and designing recovery paths when things go wrong so trust improves alongside efficiency.
What audience size and format work best for this topic? ▾
Keynotes scale from executive offsites to large conferences. For hands-on change, workshops of 12 to 40 people work best. All sessions are available in person, virtual or hybrid.
Do you provide follow-up materials and support after the session? ▾
Yes. Participants receive key slides or worksheets. Optional follow-ups include design reviews, coaching and leadership clinics to embed customer-centric habits.
How do we enquire about availability and fees? ▾
Share your event details and objectives via the enquiry form. You will receive recommended formats, availability and a clear proposal aligned to your outcomes.

Harness the Power of Behavioural Science