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Aki Kalliatakis is a customer experience practitioner and speaker who turns frontline insights into operational improvements. He trains teams to deliver consistent, empathetic service across channels and helps leaders redesign feedback loops so that voice of customer informs product and process.
Aki’s sessions combine real case studies, role-plays, and playbooks that teams can apply the next day. He works with organizations to tighten escalation paths, improve agent coaching, and introduce measurable KPIs that protect retention and brand reputation. Aki is practical, data-savvy, and focused on creating durable behavior change so the improvements stick.
Aki Kalliatakis is a distinguished professional speaker renowned for his expertise in customer care, sales strategies, and as a dynamic conference speaker. With a dedicated focus on enhancing customer experiences and driving sales growth, Aki has invested significant time and effort in developing and delivering impactful courses tailored for managers and supervisors across various organizations.
With over two decades of experience in the field, Aki Kalliatakis has established himself as a leading authority on customer care and sales optimization. His journey began with a passion for understanding consumer behavior and building lasting relationships with customers. Through extensive research and hands-on experience, Aki has honed his skills in identifying market trends, devising effective sales strategies, and implementing customer-centric approaches that foster loyalty and drive profitability.
Aki’s expertise extends beyond theoretical knowledge, as he has worked closely with numerous organizations, providing consultancy services and delivering customized training programs. His practical insights and real-world examples resonate with audiences, empowering them with actionable strategies to elevate their customer service standards and achieve sustainable business growth.
A sought-after keynote speaker, Aki Kalliatakis captivates audiences with his engaging style, profound insights, and practical advice. Whether addressing large conferences or intimate corporate gatherings, he has a unique ability to connect with attendees on a personal level, inspiring them to rethink their approach to customer care and sales excellence.
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Aki Kalliatakis opens with a challenge: in a time of exponential change, customer expectations are rising while public complaints are only a click away. Leaders often respond by buying software, hiring carefully, and running more training, yet breakdowns persist. He argues that managers should not endure stressful nights, costly fixes, and preventable escalations. The objective is customer loyalty because loyalty compounds across the business. When customers love the brand, organizations see repeat purchases, lower cost to serve, stronger reputation, and steadier growth.
Aki describes his Customer Loyalty Breakthrough System, a blueprint developed over decades working with brands such as SPAR, Mercedes-Benz, SA Miller, Eskort, Nando’s, and Dimension Data. The system begins with a diagnostic to assess how well a company manages customers profitably. Leaders receive a clear report with practical recommendations. Next comes a gap analysis to benchmark what customer-driven really looks like, followed by a co-created action plan so teams know what to do, who owns it, and how to track progress.
He stresses that consumers in the new economy expect companies to bend over backwards to delight them. If you do not, rivals will. Loyalty must be the number one priority, and it depends on eliminating chronic causes of complaints, not on slogans. The payoff is significant: profitable growth, reduced churn, better word of mouth, and happier staff who no longer spend days firefighting. Aki closes with two invitations. First, take a customer loyalty self-assessment to understand current strengths and risks. Second, schedule a call to map the stepping stones toward a customer-driven operation. The journey is purposeful and practical, designed to make leaders confident and reputations resilient.
00:00 – The stakes today: exponential change, easy public complaints, rising anxiety
00:25 – Common fixes fall short: tools, hiring, and training without systemic change
00:45 – The cost of poor service: stress, expensive rework, avoidable crises
01:05 – What customers want now: consistent delight or they defect
01:25 – Why loyalty first: growth, repeat business, lower cost-to-serve, reputation
01:50 – The Customer Loyalty Breakthrough System overview
02:05 – Step 1: diagnostic and practical recommendations
02:20 – Step 2: gap analysis to become customer-driven
02:35 – Step 3: co-created action plan with ownership and milestones
02:55 – Brands referenced and 33-year track record
03:15 – Call to action: self-assessment and a brief strategy call
03:35 – Closing: lead your industry by earning loyalty, not just riding change
In this short talk, Aki Kalliatakis addresses a common question from executives embarking on customer experience improvement: where should we start? He lists typical starting points—drafting vision statements, writing charters, conducting surveys, training staff, or redesigning processes.
His advice is clear: the first step is to stop doing the “dumb things” that frustrate customers. By focusing on the most common and obvious pain points, companies create immediate momentum. Customers notice improvements right away, and staff sense that leadership is serious about change.
Eliminating unnecessary irritations builds trust faster than abstract statements or long projects. Once this foundation is set, vision, surveys, and training can follow effectively. The key is simple but powerful: loyalty begins with removing barriers that make customers’ lives harder.
00:00 – Question from clients: where to start with improving customer experience
00:10 – Options considered: vision/mission, charters, surveys, training, process reviews
00:25 – Aki’s answer: always begin by eliminating “dumb things” that upset customers
00:40 – Impact: quick wins build momentum with staff and customers
00:55 – Other activities are still important, but they follow after fixing frustrations
A: Yes. Aki’s frameworks bridge product, CX, and operations.
A: Yes — hands-on simulations for real team skill building.
A: He draws from frontline and leadership roles to ground recommendations.
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