Vinay Parmar is a globally recognised leader in customer experience and was named one of the top 50 influencers in the field in 2024.
His career began as a call centre agent and evolved over three decades into senior leadership. He has worked across multiple disciplines, including marketing, digital transformation, operations, and product development.
As Chief Customer Experience Officer at National Express, Vinay led a powerful transformation. He raised customer satisfaction from 2 stars to 4.5 stars—a record-setting achievement that drove record profitability. He created the Customer Experience ‘North Star’ strategy, aligning teams around a shared vision and embedding a lasting customer-first culture.
Vinay has partnered with iconic brands like Audi, RBS, and O2. He helped them design and implement customer-focused strategies that build stronger leadership, enhance customer experience, and drive competitive edge. His work consistently delivers measurable results, building loyalty and advocacy through improved journeys and empowered teams.
A compelling storyteller, Vinay brings his signature philosophy—“Every Moment Matters”—to life. He shows how emotional connection and memorable experiences shape customer behaviour and fuel business success. As a keynote speaker and consultant, he inspires audiences to think differently, act with intent, and elevate every customer interaction.
Known for his brilliant storytelling, Vinay delivers dynamic, thought-provoking, and inspiring keynotes that engage audiences and encourage them to adopt a customer-first mindset and innovate confidently.
