Denyse Drummond-Dunn
Former Global Head of Consumer Excellence at Nestlé | International Keynote Speaker on: AI & Human Intelligence | Women in Leadership | Customer Centricity
Biography
Denyse Drummond-Dunn is a globally recognized authority on customer centricity, trust, and the transformative impact of AI on business leadership. With more than 30 years of international executive experience across 130 countries, she helps organizations turn customer understanding into competitive advantage, stronger loyalty, and measurable growth. As former Global Head of Consumer Excellence at Nestlé and Founder of C3Centricity, Denyse has advised some of the world’s most iconic brands, including Coca-Cola, Unilever, Carlsberg, and Hero Group.
Known for combining strategic clarity with practical execution, Denyse guides leaders through the realities of AI disruption, rapidly evolving consumer expectations, and the growing importance of trust in an increasingly digital world. Her early beta-stage involvement with generative AI technologies such as ChatGPT gives her a uniquely hands-on perspective on how AI is reshaping customer behavior, decision-making, and long-term business success.
Author & Thought Leader
Denyse is also the author of several acclaimed books on customer centricity, innovation, branding, and leadership, including:
- Winning Customer Centricity
- The Winning Secrets Series (Branding, Innovation & CX)
- The Happiness Quotes Collection
Employability
Speaker
Denyse Drummond-Dunn is available
to book as a keynote speaker through Assemblee Speakers.
Denyse Drummond-Dunn is known for keynote sessions that are sharp, practical, energising, and immediately actionable. She combines strategic insight with real-world leadership experience to help CX leaders navigate AI disruption, rising consumer complexity, and growing pressure to deliver meaningful results.
Her keynote sessions are sharp, practical, energising, and immediately actionable. Whether speaking to global leadership teams, at technology or innovation events of at customer experience conferences, Denyse leaves her audience challenged, inspired, and ready to act.
THE TOPICS DENYSE DRUMMOND-DUNN SPEAKS ABOUT:
Human Intelligence: The Missing Edge in AI-Led Customer Experience
AI can analyse data faster than ever before, but faster analysis does not automatically create better judgement, stronger strategy, or greater consumer trust.
In this keynote, Denyse reveals why human intelligence remains the critical competitive advantage in modern customer experience. Audiences discover where AI creates value, where it can mislead decision-making, and how leaders can combine technology with human judgement to build trust, loyalty, and smarter business outcomes.
Perfect for: CX leaders, AI transformation events, innovation summits, leadership conferences.
The Glass Ladder in Customer Experience
How Women Leaders Move From Trusted Doer to Strategic Influence
Customer experience teams are filled with talented women, yet far fewer advance into the most influential leadership positions.
In this powerful keynote, Denyse explores the invisible barriers that keep high-performing women under-recognised and shares practical strategies for building visibility, influence, credibility, and executive presence. A compelling session for organisations committed to leadership development and inclusive growth.
Perfect for: Women in leadership events, corporate leadership programmes, diversity & inclusion conferences.
From Reactive to Visionary
How CX Leaders Turn Consumer Understanding Into Business Action
Too many customer experience teams remain stuck in reporting, complaints, and operational firefighting.
Denyse shows how organisations can move beyond reactive customer management and turn consumer understanding into strategic influence across the business. Audiences learn how leading companies use customer insight to shape decisions, strengthen loyalty, and drive sustainable growth.
Perfect for: Customer experience conferences, strategy events, leadership teams, transformation programmes.
Why Event Organisers Book Denyse Drummond-Dunn
- 30+ years of global leadership experience across 130 countries
- Former Global Head of Consumer Excellence at Nestlé
- Expert voice on AI, customer experience, leadership, and consumer strategy
- Combines boardroom credibility with engaging stage presence
- Delivers practical insights audiences can apply immediately
- Trusted advisor to some of the world’s leading brands
Looking for a keynote speaker who combines global business experience, strategic insight, and practical inspiration?
Book Denyse Drummond-Dunn through Assemblee Speakers for your next event.
Literature
Finding Happy
Happiness:
An Illustrated Book of Quotes for Times When You Need Support and Motivation (Finding Your Happy Series)
Author: Denyse Drummond-Dunn [published in 2025]
This is the first book in the series of illustrated quotes from Finding-Your-Happy. It contains twenty inspiring and motivating sayings about Happiness from people worldwide.
As you look through it and read the quotes, ponder their meaning and how you can apply their thinking to your life today.
The author has added her own suggestions of actions to take based on the quotes to help you start thinking and acting differently.
Winning Secrets
To Quantum Customer Centricity (QC2):
The Art and Science of QC2 … Beyond CX
Author: Denyse Drummond-Dunn [published in 2024]
Innovation is a necessity in every industry.
Your Customers, Consumers, and Clients are becoming increasingly demanding. They don’t stay satisfied for long. Something that excited them yesterday is normal today and boring tomorrow.
This book is my way of inspiring more successful innovation by providing you with the winning strategies, tactics and processes to make innovation your competitive advantage!
Winning Customer Centricity
Putting Customers at the Heart of Your Business—One Day at a Time
Author: Denyse Drummond-Dunn [published in 2015]
Winning Customer Centricity will show you how to:
Integrate customers into your company’s very DNA, from strategy to infrastructure
Choose and connect with the right customers and build long-term relationships
Reinvent your brand to ignite and maintain customer demand and loyalty
Reviews Spreker
Carlsberg
Meltem Karahan,Denyse Drummond-Dunn is an expert and thought leader in her area of expertise. She helped us turn insights into action.
APAC Bangkok
Attendee, IIeX APAC Bangkok,Highly engaging. Truly inspiring speaker who left me with several thought starters.