Speaking & Keynotes

Keynotes on AI, trust, and customer experience.

Conference and leadership-event speaking for organisations trying to make sense of AI without losing sight of people.

Talks and keynotes for conferences, sector events, board awaydays and leadership programmes. The focus is AI, trust and customer experience in people-centred organisations: what AI is doing to the relationships your people care about, and the choices that protect them.

Topics

AI and the relationship with the people you serve

How AI changes the relationship with the people your organisation serves, and why every AI decision is a trust decision in disguise.

Where AI belongs

Where AI belongs in people-centred organisations, and where it doesn't.

Governed adoption

AI adoption with governance built in from the start, rather than retrofitted.

Practical AI in people-centred sectors

Practical AI for visitor economy organisations, charities and heritage institutions.

The hidden trust gap

What gets quietly broken when AI moves into customer-facing work.

Format options

Keynote. Talks and sector sessions. Conference workshops. Panel chair or panellist. Fireside chat. Board awayday opener.

Speaker bio

Dr Yulia Dzenkovska is the founder of Service Design North Ltd and BIPC North East's AI and Customer Experience Expert in Residence. She holds a PhD in marketing with a specialism in customer experience quality, and taught design thinking, services marketing and customer experience at Newcastle University Business School for six years before moving to Service Design North full time. Her work helps organisations in people-centred sectors make deliberate choices about where AI belongs and where it doesn't.

For larger or sector-specific events, Yulia can bring in trusted collaborators to co-design or co-deliver.

Planning an event? Share the audience, format, and theme, and we can shape the right talk.

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