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Kayleigh Fazan is a high-energy keynote speaker and behavioural expert who has spent two decades on the frontline of human behaviour, building a global career from the shop floor to leading multicultural teams across the Middle East and Europe.
Her story began at 16, working on the shop floor of a New Look in Barrow-in-Furness for £3.25 an hour. By 19, she was a Concession Manager, going on to become a Franchise Retail Leader and work with some of the world’s biggest brands. Along the way, she learned what makes people connect, build confidence and create commercial impact, even when there is no script to fall back on.
Then, in 2020, everything changed. Made redundant, Kayleigh found herself facing the very question at the heart of her signature keynote: “Everything you built just got taken off the table, now what?” Her answer was to found The International Retail Academy, which has since trained tens of thousands of frontline people for global brands including B&Q, ASICS, Rituals, Hunkemöller, PVH and Skechers.
With more than 70 international keynotes delivered, Kayleigh brings real-world experience, warmth and humour to every stage. Her signature keynote, Unscripted: How to Thrive When Everything Else Gets Automated, explores how people can remain valuable in an increasingly automated world through four pillars: Awareness, Connection, Confidence and Contribution.
Kayleigh’s message is simple: humans become irreplaceable not just by what they know, but by how they behave, connect and contribute. Relatable, energetic and packed with practical insight, her talks leave audiences believing they are capable of something extraordinary, whatever is being automated around them.
AI is changing how we work, communicate and compete at extraordinary speed. But the answer isn’t to become more machine-like, it’s to become more human.
Drawing on two decades spent coaching thousands of people to perform without a script, Kayleigh explores four trainable human behaviours. Awareness, Connection, Confidence and Contribution, that become increasingly valuable as technology advances.
An energising and optimistic keynote about the future of work that leaves audiences seeing their own human potential differently, with practical behaviours they can immediately put into action.
Technology can make an experience faster, smarter and more convenient. But people are still what make it memorable.
In this keynote, Kayleigh challenges organisations to look beyond processes, platforms and customer-service scripts and focus on the human behaviours that actually influence trust, loyalty and commercial performance.
Using stories and lessons gathered from working with tens of thousands of frontline employees, Kayleigh demonstrates how seemingly small human interactions can have an enormous impact on the customer and the business.
Audiences leave with a new understanding of the connection between people, behaviour, customer experience and performance.
Before you can influence a room, lead a team or inspire an audience, you have to learn how to lead yourself.
This practical and energising session explores the behaviours behind confident communication: presence, self-awareness, storytelling, preparation and the ability to connect authentically with an audience.
Kayleigh strips away the idea that great presenters are simply “naturally confident” and demonstrates that presence and gravitas can be learned.
Participants leave with simple techniques they can immediately use to communicate with greater clarity, confidence and impact.
Kayleigh delivered an excellent keynote about customer experience. Her clear message was that customer experience should be the basis of everything we do as a retailer, in all departments. Highly recommended.
I highly recommend Kayleigh Fazan as a keynote speaker for any event focused on service excellence and corporate culture. At the 2024 DIY Summit, Kayleigh gave an engaging and insightful talk comparing how two DIY retailers approached sales differently, showing how their corporate values and investment in service skills made a huge difference in outcomes. Her speech made everyone think about these issues in their own organizations. Kayleigh’s delivery was not only interesting but also very professional and interactive. If you want to learn about the impact of service and corporate culture in an engaging way, Kayleigh is a fantastic choice.
