Keynote speaker (45–60 min), workshop facilitator, corporate trainer.
Corporate leaders, executives, customer‑experience professionals, HR and culture teams seeking service excellence and organizational transformation.
In the “Distinct or Be Extinct” talk, Femi Adebanji shares unique customer service insights that sets successful organizations apart from the rest.
For consumers, it’s never just about the product, it’s all about the “experience that comes with buying the product”.
In a world where social media is integrated into our lifestyles, customers no longer just buy based on your advertising
They now base their buying decisions on what other consumers say about your brand, your products and most of all your service!
MAXIMISING CUSTOMER LOYALTY
Today, many businesses are experiencing a shrinkage in market share as they lose customers to their competitors. For any organisation to be profitable and successful, it must be able to keep its customers loyal.
To do this, it must not merely satisfy its customers but delight them in such a way that they keep returning to do business. Loyal customers are the lifeline of any business.
Making customers loyal to your products or services and turning them into raving advocates for your brand now means that companies must exceed customer expectations and deliver exceptional experiences to customers, consistently!
INTERNAL SERVICE EXCELLENCE
Organisations can only truly be effective in delivering exceptional service to their external customers if their internal customers are treated with the same standard of service.
Everyone in the organisation plays a key role – irrespective of whether they are front-line or not.
For instance, without ongoing support from internal business units such as HR, Finance, IT, front-line service staff would become extremely limited in dealing with external customers on an on-going basis.
Furthermore, there is the issue of culture that Femi Adebanji covers.
Delivering exceptional customer service experience is more than a series of steps of “how to guides”.
It ultimately comes to appreciating the customer’s desire to choose do business with your organization as opposed to your competition; and that appreciation is reflected by asking ourselves, “how do I deliver value to this customer?”.
Value is never about how a business perceives value, but rather how its customers perceive value.
When customers make a purchase decision, they are not merely looking to purchase a mere “product or service”.
They are constantly seeking value relative to the price they are paying.
Change is an inevitability that will face or take place within any organization and in today’s rapidly “changing” world,
Those organizations that do not know how to successfully navigate the change experience will lag their competition and even worse still, may ultimately fail.
Knowing how to successfully manage the change process is a powerful key for unlocking innovation and creativity within any organization; and embedding a culture of innovation and creativity within a business is one of the factors that set a business apart from the competition.
Furthermore, when organizations have the tools to embrace and adapt to change, this almost always results in new performance levels and consequently, business success.
Femi Adebanji is a seasoned international speaker specializing in customer service, leadership, and organizational transformation. With nearly two decades of experience as a strategist serving as Senior Customer Experience Strategist at Baines & Partners and Research Director at Pinnacle Consulting.
Femi equips global clients with actionable insights to build customer‑centric and high‑performance organizations. Known for his dynamic and engaging speaking style, he inspires immediate action across sectors and geographies
Femi Adebanji is a sought-after international customer service speaker and organisational excellence speaker focusing on Leadership, Change, and Motivation.
A passion for helping organisations transform their service excellence levels, build truly customer centric cultures, create high-performance business cultures and evolve into brands of distinction.
With over 15 years of business leadership and customer strategy experience, Femi Adebanji has consulted on numerous critical business performance improvement initiatives for companies in South Africa and internationally.
Femi is Senior Customer Experience Strategist at Baines & Partners, a firm that specialises in Customer Experience consulting and Customer Service turnaround strategies.
He is also Research Director at Pinnacle Consulting, a corporate learning consultancy that provides customised and off-the-shelf customer service training, and diverse skills development training solutions to organisations of diverse sizes across all industries.
As a dynamic and insightful keynote speaker, Femi has had the privilege or working with clients such as 3M, Hewlett Packard, International Centre for Parliamentary Studies, Vodacom, Office of the Presidency, Barclays Africa, Tiger Brands, Unilever, FNB, SARS, The University of Cape Town, Standard Bank, Old Mutual, Nedbank, and many more.
Femi Adebanji expertise, knowledge and insights will not only transform the customer experience within your organisation but equip you to turn service excellence into a strategic advantage and entrench your competitive positioning in your industry.
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In this keynote presentation, Femi Adebanji emphasizes the urgent need for organizations and leaders to embrace a mindset of distinction. He argues that in today’s hyper-competitive environment, businesses cannot afford to blend in. Instead, they must cultivate customer experiences, leadership practices, and organizational cultures that set them apart from competitors.
Adebanji frames his central theme with the phrase “Be Distinct or Be Extinct,” underscoring the risk of irrelevance for organizations that fail to innovate or invest in customer loyalty. He draws on case studies and real-world examples to demonstrate how companies that consistently delight their customers enjoy stronger loyalty, increased referrals, and long-term profitability. Conversely, those that treat customer experience as an afterthought struggle to survive.
Leadership plays a central role in this transformation. Adebanji challenges leaders to model the values they wish to see in their teams, create environments where excellence is the default, and empower employees to deliver exceptional service. He stresses that internal service excellence how employees treat one another directly impacts the customer experience delivered externally.
Another theme is adaptability. Adebanji warns that organizations that resist change or cling to outdated models risk extinction. Thriving businesses are those that embrace innovation, empower their people, and continuously refine their customer value proposition. His delivery is energetic and direct, aiming not only to inspire but to drive immediate action.
The keynote closes with a call for accountability: leaders, teams, and organizations must decide whether they will settle for mediocrity or commit to the hard but rewarding work of distinctiveness.
00:00 — Opening and introduction to the theme “Be Distinct or Be Extinct”
01:10 — Why customer experience is the new competitive battleground
02:45 — The link between internal service excellence and external customer satisfaction
04:30 — Leadership’s role in driving culture and performance
06:15 — Case studies of organizations that thrive through distinctiveness
08:40 — The dangers of complacency and resistance to change
10:00 — Call to action: commit to distinction or risk irrelevance
In this motivational keynote, Femi Adebanji explores the essential link between organizational culture, vision, and long-term business success. Opening with real audience feedback, participants describe him as engaging, inspiring, and deeply knowledgeable. He is praised not only for his clarity but also for his ability to connect through personal experiences and actionable insights.
Adebanji emphasizes that true resilience is born from clarity of vision. Leaders and entrepreneurs who see their work as a legacy rather than just a business are better equipped to persist through setbacks. He argues that when vision is crystal clear, two things become apparent: who you must become to achieve it, and what you must do consistently. This mindset transforms behavior, fuels resilience, and ensures alignment between values and outcomes.
He challenges the audience to raise their standards, noting that “you can never achieve a million-rand dream with a thousand-rand effort.” Adebanji highlights that preparation is not a one-time event but a continual discipline—successful leaders and organizations bring their A-game every day.
Using vivid analogies, including a guided exercise with an Aston Martin, he illustrates the difference between potential and action. Many individuals and businesses have immense potential, but without the key—taking decisive action—they never actualize it. In contrast, those who focus on their vision rather than obstacles make consistent progress, even with limited resources.
The keynote concludes with a call to cultivate focus, resilience, and a present-moment mindset. Adebanji reminds leaders that success is built through consistent daily actions, and high-performance cultures are driven by people who refuse to settle for mediocrity, choosing instead to align behavior with vision and legacy.
00:00 — Audience reflections: energy, insights, and motivation
01:20 — Culture as the foundation of extreme business success
02:50 — The power of vision in shaping resilience and legacy-driven leadership
05:15 — Raising standards: “a million-rand dream requires more than a thousand-rand effort”
07:40 — Preparation as a discipline: bringing your A-game consistently
09:10 — Guided visualization with the Aston Martin: potential vs. action
12:30 — Lessons on resilience: fear, courage, and persistence
14:45 — Staying focused on vision while navigating challenges
16:20 — Closing: daily focus and aligned behavior as the engine of high-performance culture
Key topics include: Be Distinct or Be Extinct, Maximising Customer Loyalty, Internal Service Excellence, The Power of Customer Value, Adapt and Thrive, High‑Performance Culture, Leading the Charge.
A stage, presentation setup, and audience size suitable for engaging, dynamic delivery. Specific logistics typically coordinated via Speakers Inc.
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