Removing hidden barriers
in customer and employee experiences.
Build customer and employee experiences that improve performance and increase retention.
Scroll to explore keynote topics – or get in touch about your event.
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Keynote Topics
All sessions are available as keynotes, online sessions or workshops – in person or virtual.
Each topic is tailored to your organisation, sector and the people in the room, but these are the themes HR and CX leaders book me for again and again:
Workplace inclusion & employee experience
These keynotes use the hidden barriers experienced by your neurodivergent, LGBT+ and culturally diverse colleagues as an X-ray of your organisation.
The same frictions that make work hard for some every day, quietly drain energy, trust, performance and retention for everyone over time – and that’s exactly where we focus the solutions.
TOLD THROUGH ENGAGING STORIES - BUILT ON SOLID RESEARCH
Each keynote is built on research, qualitative interviews and lived-experience stories, shaped into a clear, sharp narrative that is engaging, eye-opening and relevant for every level of your organisation.
The 3 keynotes can be delivered in English, Danish or French
HIDDEN BARRIERS ACROSS DIFFERENCES
Barriers to inclusion and belonging at work – explained by your neurodivergent, LGBT+ and culturally diverse colleagues
Explore your culture at work as it is seen through the eyes of your neurodivergent, LGBT+ and culturally diverse colleagues.
Through lived-experience stories and sharp, practical and sometimes funny examples, we zoom in on ordinary meetings, performance reviews and social events where people start masking, disengage or quietly plan their exit.
You leave with clear language and simple shifts in meetings, feedback and everyday collaboration that raise psychological safety and make it easier for all employees to stay, speak up and do their best work.
This is the keynote in which you learn everything your minoritised colleagues wish you knew – but are too tired to explain.
EVERYDAY LGBT+ INCLUSION AT WORK
Everyday moments that build – or break – belonging for your LGBT+ colleagues
This keynote explores what work really feels like when you’re LGBT+ – not only once a year at Pride, but on a random Tuesday at 10:17.
Through personal stories and concrete examples, we zoom in on intros, small talk, team events, “harmless” jokes and leadership decisions that signal who truly belongs – and who doesn’t.
You leave with a clear picture of what’s at stake in these everyday moments, and simple, practical ways to be a better ally, so more people can stay, thrive and perform at work.
This is the keynote in which you learn everything your LGBT+ colleagues wish you knew - but are too tired to explain.
NEURODIVERSITY AND PERFORMANCE AT WORK
What your neurodivergent colleagues reveal about your work culture – and how to support everyone better
Around 15–20% of your colleagues are neurodivergent.
This keynote is built on lived-experience stories from them – your colleagues with ADHD, autism, dyslexia and other neurodivergent traits.We uncover what happens when expectations, norms and “the way we do things here” don’t fit how their brains work.
We explore how your neurodivergent colleagues are often the canary in the coal mine: the first to feel overload, unclear priorities and weak psychological safety – long before problems show up in engagement scores or sick leave.
This is the keynote in which you learn why understanding the needs of your neurodivergent colleagues is one of the best ways to support all colleagues better during periods of high cognitive load, stress or grief.
Customer & Guest experience
These keynotes are built on 18 years of actually running Customer Experience and delivering measurable results – not on theory or recycled ideas from other people’s books. Stine has led CX and service design work inside organisations and now advises and trains CX leaders through her own consultancy and the Experience Management Community.
From roles in Copenhagen Airport, Tivoli Gardens and Copenhagen Zoo to consulting for LEGO House, Keolis, the Royal Danish Theatre, Berlin Airport, Securitas, Universe Science Park and many more, every example is grounded in real projects with real outcomes.
REAL RESULTS, NOT THEORY
Each keynote combines operational experience, research and qualitative interviews with concrete tools your teams can use straight away. You see how customer journeys really behave “in the wild”: where exactly people quietly drop out, and which decisions in service, communication and staffing actually move the numbers.
All keynotes can be delivered in English, Danish or French.
HIDDEN BARRIERS AND REVENUE
The Guests Who Never Come – and the Ones Who Don’t Come Back
How listening to the 1 in 4 customers with hidden disabilities turns missed opportunities into loyalty and revenue
And why fixing the barriers they experience is the fastest way to create smoother, clearer journeys that deliver better business results for all your customers.
This keynote flips the focus from your survey-responders to the customers you rarely hear from: people with hidden disabilities, neurodivergence, or hearing, visual or speech impairments who quietly opt out.
Through concrete examples from airports, attractions and customer service centres, we show where “standard” booking, wayfinding, processes and frontline service shut people out – often without anyone noticing.
You leave with a clear way to find and remove those barriers, so visits become easier, calmer and more valuable for everyone – not just the most outspoken guests.
FRONTLINE SERVICE, CONFLICT AND COMPLAINTS
Better frontline service, fewer complaints and smoother days
A practical keynote for customer-facing teams who want fewer escalations and better reviews – without slowing service down.
This talk follows what happens when customers with hidden disabilities, neurodivergent profiles, anxiety or language barriers meet your phones, counters and chats on a busy day – and how getting that right improves the experience for all customers.Frontline staff learn to spot the patterns behind reactions that look “difficult” but are really about stress and overload – and to use small shifts in greetings, questions and explanations to prevent blow-ups before they start.
The result is calmer phone and chat queues, fewer complaints, and more energy left for the kind of service that keeps people coming back.
SERVICE CULTURE & CX STRATEGY
Build a Service Culture and CX strategy that delivers results
How to focus your CX work on the few moments that really move revenue, loyalty and risk.
This keynote is for organisations where “everything is a priority” in customer experience – and results are blurry.Stine shows how to link CX directly to business goals, choose the journeys and moments that matter most, and drop the nice-to-have noise that eats time and budget.
You leave with a simple CX roadmap, shared language for leaders and frontline, and clarity on which metrics to track so you can see – and show – that your CX efforts actually pay off.
What changes after we work together
After a keynote, workshop or project, you can expect:
• Leaders who see the everyday barriers for neurodivergent, LGBT+ and culturally diverse colleagues and customers – and know what to change so more people can stay, buy and interact on fair terms.
• Teams who’ve heard what their minoritised colleagues and customers wish they had the energy to explain – and who have concrete ideas for what they can do differently so everyone feels they belong.
• Frontline staff with simple, specific changes in how they talk to people that reduce unnecessary conflicts and shame, and make everyday interactions calmer and more honest for employees and customers.
What HR and CX leaders say afterwards
A few words from organisations who’ve brought me in to remove hidden barriers in their customer and employee experiences.
“Interesting, entertaining
– and we left with concrete ideas”
“Stine’s presentation and work made it easy for us to turn insight into practice”
“One of the most impactful session this year”
Stefan Gildhoff,
Director Sales and Customer Experience
The Royal Danish Theater
Interesting, entertaining
– and we left with concrete ideas
“Stine’s keynote was a real eye-opener. She created a clear link between accessibility and lost revenue, and showed how small changes can lead to big results for the business.Her concrete examples made us rethink how we integrate accessibility in our work with guests. It was not only interesting and entertaining – we left with clear ideas for creating more inclusive customer experiences.”
__________
Tailored keynote on hidden accessibility barriers in cultural institutions – and what they mean for audience reach and revenue.
Sanne Forsberg Holm
Chief People Officer
LEGO House
Stine’s presentation and work made it easy for us to turn insight into practice
“Stine mapped our guest and employee experience through a diversity lens and delivered a sharp, action-oriented report and presentation to executive management – the most hands-on we’ve ever received. She translated hidden barriers in the consideration and purchase phase, during the visit and afterwards into clear, concrete solutions. She also developed training videos for our guest-facing employees, making them feel more prepared for the diversity they meet every day. We are very satisfied with the tangible results we’ve achieved”.
__________
Executive advisory, guest and employee journey analysis, plus an Inclusive Guest Experience training programme for LEGO House.
Andreas Arentoft
Senior Network Advisor
NOCA - Denmark’s leading HR Network
“Stine’s personality and presentation skills captivated our audience. Drawing on her extensive experience, she demonstrated how diversity drives tangible business outcomes, offering practical value to the leaders and professionals at our ‘DEI Day’ conference.
Several attendees later shared that this was one of the most impactful sessions they had attended this year”.
_________
Keynote on hidden barriers to inclusion, wellbeing and retention for neurodivergent, LGBT+ and culturally diverse employees – and how tackling them drives better business results for everyone.
Real reactions from the people in the room
Customer Experience
EXM Community
For organisations that want customer experiences that deliver clear business results
Get proven methods, expert peer support and practical insight to fix weak points in your experiences. Keep more customers, deliver more efficiently, keep more customers and show the value of CX.
Want ongoing support
– not just a keynote?
If you want more than a one-off session, I run two communities and learning platforms that keep the work moving between events:
Employee Experience
InklusioNordic Hub
For organisations committed to building inclusive workplaces that perform better
Access research-based guidance and lived-experience insight to reduce barriers, improve wellbeing, increase retention and strengthen engagement for everyone at work.
Who is Stine
Stine Ringvig Marsal is a sociologist and Customer Experience strategist, and the founder of Experience Management Community and Experience Management Nordic Summit – a practitioner-led CX conference where leaders share the decisions and methods behind real business results.
Famous for her hands-on no bs approach, she has led customer experience and accessibility work from the inside in complex organisations such as Copenhagen Zoo, Tivoli Gardens and Copenhagen Airport. As a consultant she has worked for organisations like LEGO House, Novonesis, Keolis, Berlin Airport, The Royal Danish Theatre and many more.
For three years she was Nordic Regional Director of the Hidden Disabilities Sunflower, supporting more than 500 organisations in training their employees on invisible disabilities.
Today, Stine runs Experience Management Community and InklusioNordic HUB and works with leaders, HR and CX teams who want clear language, sharp insight and practical tools to remove hidden barriers in customer and employee experiences – and turn that work into measurable business results.