KEYNOTE SPEAKER
Technology & Customer Experience Speaker | Founder, Drawify
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WHY NANCY
Rademaker helps leaders connect technological change with the expectations and emotions of the people they serve. Her work is useful for organisations deciding where AI should improve convenience and personalisation, where human interaction remains valuable and what their culture must change to deliver both coherently.
KEYNOTE TOPICS
Rademaker examines how digital life changes what customers expect from organisations. She connects those expectations with the choices businesses make about service, experience and culture. The session asks leaders to look beyond their internal processes and consider how the whole relationship feels to the person trying to achieve something.
Where should AI improve speed and personalisation, and where does human contact matter most? Rademaker explores the relationship between technological capability and emotional connection. The session helps leaders consider how to combine both in a customer experience that is useful, coherent and sensitive to the context of an interaction.
Rademaker connects AI adoption with the culture in which people are expected to use it. The session examines experimentation, learning, psychological safety and leadership through ambiguity. Its central question is how managers can create the trust and direction needed for people to explore new capabilities while continuing to contribute their own judgment.
Rademaker applies her customer experience perspective to healthcare, placing the patient at the centre of technological change. She examines how digital tools and changing expectations affect the relationship between people and providers. The session invites healthcare leaders to consider service, communication and organisational design alongside the capabilities of new technology.
Nancy Rademaker is a speaker on technology, customer experience and leadership, and the founder of visual storytelling platform Drawify. She examines digital change through the behaviour of customers and the decisions of the organisations serving them. Her current work places AI within that wider relationship, connecting new capabilities with human interaction and organisational culture.
Rademaker spent more than two decades in information technology, including five years at Microsoft in the Netherlands and Europe. Her subsequent work has included exploring innovation environments in Silicon Valley and China and translating those observations for international business audiences. She also founded the Speakers Club, extending her interest in communication and the development of presentation skills.
Her distinctive perspective links customer centricity with a balance between technology and personal connection. Automation can make a service faster and more responsive, but an efficient transaction does not by itself create understanding or trust. She examines the points at which human attention adds value and how organisations can design digital experiences around the person using them. Her visual communication work reinforces an interest in making complex developments understandable.
For leadership teams, the challenge is to connect those customer choices with the internal conditions required to deliver them. Rademaker's AI and leadership work therefore addresses learning, experimentation and psychological safety alongside technological change. Her healthcare presentations extend the same approach to patient experience. Across sectors, she helps frame transformation around a coherent question: how should an organisation change when both the capabilities of technology and the expectations of people are moving?
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