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Vinay Parmar
Vinay Parmar helps organisations understand why people come back and what quietly makes them stop. A Top 50 Global CX Influencer and keynote speaker on trust, loyalty, and human behaviour, he has over 30 years experience from the frontline to the boardroom, including as Chief Customer Experience Officer at National Express.
Vinay Parmar is a keynote speaker on trust, loyalty and human behaviour, exploring why some customers stay while others quietly drift away.
He began his career in 1992 as a call centre agent, without a university degree, and was part of the team that launched Egg, the UK's first pure online bank. He went on to spend eight years at National Express, a FTSE 250 business, the last as Chief Customer Experience Officer, before becoming a Non-Executive Director at Transport for Wales, where he chairs the Customer Experience Committee, and at Curo.
Vinay's central belief is that loyalty is built in the moments people remember, not the grand gestures, but the small, consistent ones. Drawing on behavioural psychology, memory science and three decades spanning the frontline to the boardroom, he shows organisations that customer experience is shaped by culture and leadership decisions long before a customer notices, not fixed by training or technology alone.
Audiences leave with a clear framework connecting moments, memory, trust and loyalty, a frontline-to-boardroom understanding that experience reflects what happens inside an organisation rather than only on the frontline, and language they continue using weeks after the event.
Vinay treats every keynote as a conversation, not a lecture, leaving leaders with a different way of thinking about trust and loyalty.
Topics, sessions and talks
Vinay Parmar believes most organisations aren't delivering terrible experiences. They're delivering ordinary ones, and that can be just as dangerous. He calls it the sea of vanilla: a world of seven out of ten experiences that give customers little reason to complain and equally little reason to stay. Vinay explores why some experiences vanish instantly while others become memories, how those memories shape trust, and why trust ultimately decides whether customers stay, leave or recommend.
Vinay Parmar shows how customer experience is culture made visible. The frontline may deliver the experience, but the conditions for it are created in leadership decisions, priorities, processes and how teams work together. Vinay compares organisations to a film's closing credits: we remember the actors, but the performance was made possible by hundreds of people we never see. He challenges the idea that loyalty belongs only to customer-facing teams, making the case that it is a whole-team game.
Technology can make experiences faster, smarter and more efficient, but efficiency alone does not create trust. Vinay Parmar challenges organisations to look beyond what technology can do and consider how it makes people feel. Technology is the enabler, not the thing, Vinay argues. The organisations that stand out will not be the ones using the most of it. They will be the ones using it most thoughtfully.
Testimonials
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frequently asked questions
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To book Vinay Parmar, email vinay.parmar@getapeptalk.com or call PepTalk on +44 20 3835 2929 (UK) or +1 737 888 5112 (US), and one of our speaker agents will contact you within hours to confirm Vinay's availability and speaking fee. If you can, please include your budget upfront – it helps us fast-track your request. It’s also helpful to know the date, format (virtual or in-person), location, and about your audience.
No. PepTalk adds no booking fee, so you pay the speaker's fee and nothing beyond it. The service, from shortlist through to contracts and event-day logistics, is included. For repeat or multi-event bookings, PepTalk can agree preferential rates with your procurement team.
Share your event date, audience, format, objectives and budget, and PepTalk sends a hand-picked shortlist within 24 hours. Each suggestion comes with a profile, a fee and a recommendation on the strongest fit. Once you choose, PepTalk handles contracts, travel and logistics through to event day.
The typical fee range is the speaker's standard in-person fee in their home market, shown in their local currency. It moves with format, location, date and session length: virtual sessions and shorter slots usually cost less, while international travel and peak dates cost more. Send your brief to PepTalk and the team will confirm the exact fee in your currency.
Not all of them, and it makes no difference to your booking. PepTalk's network of 15,000+ speakers covers talent the team works with directly alongside speakers represented by agents and agencies worldwide. PepTalk approaches the speaker, negotiates the fee and handles contracting either way.
Three to six months ahead is comfortable for most events, and 12 months is better for large conferences, peak-season dates or one specific in-demand speaker. Shorter timelines are workable, and PepTalk regularly fills last-minute and replacement bookings within days. Availability is the constraint, so get in touch as soon as you have a date.
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