Many companies measure customer loyalty through KPIs like NPS, CSAT, and dashboards — but measuring loyalty isn’t the same as creating it. In this keynote, Hanny G. reveals the real customer centricity playbook drawn from years of personal leadership experience. Through powerful stories — including delivering memories to customers at moments that mattered most — she shows why true customer-centricity starts outside-in from the customer’s perspective, but is only made possible when employees feel empowered, trusted, and driven by a sense of ownership. Audience members will walk away seeing customer-centricity not as a metric, but as a culture — and learn how empowered teams create loyalty that no score can fully capture.