Aileen Day is an internationally recognised customer experience keynote speaker, customer experience advisor and bestselling author who helps organisations understand what their customers, employees and people actually experience, then turn that understanding into better business.

With more than 26 years working in customer experience, customer insights, customer service and strategic business transformation, Aileen brings together the commercial discipline of customer experience (CX pr. see-ex) and with her experience as a clinical psychotherapist an understanding of human behaviour that is rarely found in the same person.

She is candid, practical, curious and not particularly interested in talking the talk without first having walked the walk.

Her job is to help organisations become better at business by becoming better at understanding themselves and other people.

The Journey

26+ Years in Customer Experience

Aileen began her career in customer experience more than two decades ago, working with some of Australia’s brightest business minds and learning that customer experience is never simply about what happens between a customer and a frontline employee.

It is the result of thousands of decisions made throughout an organisation. A value chain.

Bunnings Warehouse | Customer Insights

Aileen became Customer Insights Manager for Australia and New Zealand at Bunnings Warehouse, developing her expertise in customer research, customer insights and understanding the behaviours, needs and expectations that sit behind customer decisions and their advocacy.

It was here that her belief in the power of listening, understanding and acting on customer insight really took shape.

Officeworks | Customer Service Leadership

Aileen then took on the opportunity to build the Customer Service function for Officeworks, becoming Customer Service Leader for Australia.

This experience gave her a front-row seat to the reality of turning customer strategy into customer experience at scale, including the culture, systems, people and operational decisions that determine whether an organisation actually delivers on its brand promise.

2016 | The Social Science of Business

Aileen, enamored by her work in customer insights and human behaviour, completed her bachelor’s degree in social science majoring in Public Relations and minoring in Marketing and Communications through Swinburne University all whilst working full-time and parenting her first son as a solo parent.

This experience just goes to show Aileen’s tenacity to get the work done and never stop learning for the ability to help organisations do business in a way that shapes them to become a trusted and value-driven brand.

2022 | The Human Behind the Experience

Aileen, passionate to further aid her mentor clients in what was quickly becoming apparent suffering of ‘business blocking’ personal challenges completed further studies in Clinical Hypnotherapy and Clinical Psychotherapy, adding an entirely different lens to her work.

Understanding customer experience is ultimately understanding people.

Her clinical studies deepened her knowledge of human behaviour, motivation, emotion, communication and change, strengthening the connection between business performance and the human experience behind it.

2024 | Family Business Advisory

Aileen completed her education with the University of Adelaide to become an Accredited Family Business Advisor, enabling her to support family-led organisations navigating growth, succession, leadership, governance and the often complicated human dynamics that come with doing business with the people you love.

Because business is rarely just business when your family is involved.

2025 | The Joy of CEHX

On International CX Day in 2025, Aileen became a bestselling author with the release of her first book,  The Joy of CEHX: The Casual Hookup to Understanding the Customer, Employee, and Human eXperience.

CEHX (pr. se-hx) brings together Customer Experience, Employee Experience and Human Experience to challenge the traditional siloed approach to experience management.

The premise is simple:

You cannot create a consistently great customer experience while ignoring the humans creating and experiencing it.

The book has taken Aileen’s CEHX philosophy to audiences around the world and established her as a distinctive voice in the global conversation about the future of customer experience.

Today | Customer Experience, Without the Bullsh*t

Today, Aileen works with organisations that are growing, changing, scaling or transforming and want to make sure their customer, employee and human experiences are strong enough to support where they are going.

She works with leaders to understand their customers, strengthen customer experience strategy, identify the gaps between brand promise and lived experience, and create practical approaches to becoming genuinely customer-centric.

And she speaks. A lot (nothing has changed since primary school, really).

Aileen as a Customer Experience Keynote Speaker

Aileen is a customer experience keynote speaker who combines commercial experience, customer insight, psychology and a healthy scepticism of business bullshit.

Her keynote presentations are designed for leaders and teams who don’t need another motivational speech telling them to “put the customer first”. They need to understand how.

Aileen speaks about the intersection of:

• Customer Experience (CX)
• Employee Experience (EX)
• Human Experience (HX)
• Customer-centric business strategy
• Customer insights and understanding
• Customer journey and experience design
• Customer experience transformation
• CX leadership and culture
• The difference between loyalty and advocacy
• Customer experience measurement and value
• Human-centred and purposeful design
• Organisational change
• Leadership and the human experience
• The future of customer experience in a tech/AI obsessed world
• CEHX and the connection between customers, employees and humans

Her style is smart, energetic, candid and highly practical.

She uses real-world business experience, psychology, humour and plenty of uncomfortable questions to challenge audiences to think differently about the experiences they are creating.

Aileen doesn’t just want an audience to leave feeling inspired.

She wants them to leave invigorated into thinking differently about what they should do next.

Why Organisations Hire Aileen

She has actually done the work.

Aileen isn’t a commentator who discovered CX on LinkedIn. She has spent more than 26 years working in and around customer experience, including senior customer insight and customer service leadership roles with some of Australia’s most recognised and trusted retail organisations.

She understands CX from multiple perspectives.

Her experience spans customer insights, customer service, customer experience strategy, human behaviour, organisational change, business advisory and family business. That gives her a broader perspective than a traditional CX consultant or motivational speaker.

Aileen connects customer experience to business performance.

Aileen’s approach is not about making customers happy at any cost. It is about understanding what customers value, designing experiences that create meaningful value and building the organisational capability to deliver those experiences consistently.

Aileen brings the human experience into the conversation.

Her clinical psychotherapy background gives Aileen an unusual depth of understanding around human behaviour, motivation, emotion, communication and change. That matters because organisations are made up of humans. So are customers.

Aileen has created her own intellectual property.

Aileen is the creator of the CEHX framework, bringing Customer, Employee and Human eXperience together to help organisations move beyond traditional CX silos. Her bestselling book, The Joy of CEHX, provides the foundation for this thinking.

Aileen is not afraid to say what needs to be said.

Aileen’s style is direct, engaging and refreshingly human. Often referred to as a ‘Breath of fresh air’ she holds the space to ask the questions others sometimes avoid, challenges assumptions and encourages leaders to stop doing things simply because “that’s how we’ve always done it”.

The CEHX Philosophy

Aileen believes the future of customer experience isn’t about choosing between Customer Experience, Employee Experience or Human Experience.

It’s about understanding that they are connected.

When organisations understand their customers, support their people and design for the humans involved, with purpose, on purpose they are better positioned to create experiences that build trust, loyalty, advocacy and long-term business value.

That is CEHX.

Customer. Employee. Human. eXperience.

It is the foundation of Aileen’s speaking, advisory and education work.

Where Aileen Works

Aileen works with medium to large organisations, business leaders, conferences, associations and organisations navigating growth, transformation or change.

Keynote Speaking

Customer experience keynote presentations, conference speaking, leadership events and executive audiences.

Customer Experience Advisory

CX strategy, customer-centric transformation, customer insights, experience design, customer journey thinking and organisational capability.

CEHX Education

Delivering customised and her own curated workshops, masterclasses and education for CX, EX, marketing, customer service, operations, leadership and business teams.

Executive Advisory

Working directly with leaders and teams who need an experienced, commercially minded and human-centred perspective on their customer and organisational challenges.

Family Business Advisory

Supporting family-led organisations through growth, transition and the complex human dynamics that influence business performance and family legacy.

The Short Version

If you need to introduce Aileen to a decision maker, conference organiser or executive team, here’s the bit to snag or download a copy >>>HERE

Aileen Day is an internationally recognised customer experience keynote speaker, bestselling author and CX advisor with more than 26 years of experience across customer insights, customer service and customer experience leadership.

Formerly the Customer Insights Manager for Australia and New Zealand at Bunnings Warehouse and Customer Service Leader for Australia at Officeworks, Aileen brings real-world commercial experience to her work.

She is the best-selling author of The Joy of CEHX: The Casual Hookup to Understanding the Customer, Employee, and Human eXperience and the creator of the CEHX framework, which brings Customer, Employee and Human eXperience together.

Aileen also holds qualifications in Public Relations, Clinical Hypnotherapy and Clinical Psychotherapy and is an Accredited Family Business Advisor.

Her work sits at the intersection of customer experience, employee experience, human behaviour, business strategy and organisational change.

As a keynote speaker, Aileen is known for being candid, energetic, practical and highly engaging. She challenges audiences to rethink what customer-centricity really means and gives leaders practical ways to create experiences that build trust, loyalty and long-term value.

Aileen is available globally for keynote speaking, conferences, executive advisory, CX education and business advisory.

Want Aileen on your stage or in your organisation?

If your audience needs to think differently about customer experience, human behaviour, leadership or the future of business, let’s talk.