K EY N OT E SP E A K ER AN D AU T H OR OF L OV E A S A K P I
We measure what's important to us.
Utibe Bassey is a Fortune 500 customer experience executive and the author of Love as a KPI. Her argument is short. Progress cannot be measured only by what an organization gains. It must also account for how people are left. She gives leaders the language and the measure for it.
20+
Years leading strategy, operations and experience
22
Stages since 2019, keynotes, panels and workshops
14
Podcast and interview conversations
5
Indicators in the Love as a KPI framework
Become the kind of leader people choose to give
The real question isn't whether love belongs in business, it's how to define, implement, and measure its impact on organizational success.
"Love isn't merely a concept; it's something that must be seen, felt, and experienced. In business, where success is measured in numbers, we need clear, observable markers; we need tangible evidence that love is present and at work."
The talk turns that into the five indicators and the four levers they run on: Leadership, Offerings, Value and Engagement.
Empathy - Do we understand what people are experiencing?
Grace - Do we sustain dignity and belief, even in failure?
Generosity - Do we give more than we take?
Truth - Do we communicate with clarity and honesty, even when it's hard?
Sacrifice - Are we willing to absorb cost so others can succeed?
W H AT I SP E A K O N
How will this impact people?
The Experience Edge: why the next grid transformation is human
Keynote, Energy Thought Summit 2026.
Customer service as an opportunity for transformation
Keynote, Energy Thought Summit 2026.
Defining moments, resilience, authenticity and impact
Keynote conversation, Women in Construction Conference.
IN THE ROOM
Leadership is tested in the tiny things, pausing when someone is struggling, checking in when a team member goes quiet.
Every interaction leaves people either more committed or more depleted. Boardrooms, community workshops, conference main stages and company wide gatherings, the measure does not change.
What stayed with people
"Utibe Bassey's keynote was an inspirational way to start off the morning, with a reminder to genuinely focus on the people you are delivering products to."
— Genevieve Armstrong, Senior Technical Product Manager
"Her visionary leadership is reshaping organizations by prioritizing love and empathy, with positive impacts on employees, customers, and communities."
— Dennis Wakabayashi, host, Women of CX
"Tibe was one of Dent Blend Richmond's keynotes last year and is an all around incredible human being I'm proud to call friend."
— Dean Browell, founder, Dent:Blend Richmond