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Book Johann Diaz to speak
A strategic transformation speaker for senior business leaders. Johann shows why service, not technology, decides whether organisations grow, and what leaders must fix before AI can help.
About Johann
35+ years of making service work
Johann Diaz is the Founder and Chief Strategy Officer of Service Revolution Academy. For more than 35 years he has led, improved and transformed Service from the boardroom to the frontline, proving one idea: service is not the cost of doing business. Service is how a business grows.
A former COO and Customer Service Director and an executive transformation advisor, he combines practical business leadership with deep expertise in Service, Operations and Technology. He has held roles with Securicor, Thorn EMI, Transport for London, Capgemini, ServiceNow, BMC and Deloitte, and led service transformation work at Vodafone, Diageo, Unilever, BP, Serco, O2 and E.ON.
He does not speak from theory. He speaks from having done the work, and leaves audiences with something they can act on straight away.
Signature talks
What Johann speaks about
AI didn’t break your organisation. Your Service Model was already broken.
Why so many AI rollouts fail, and why service maturity has to come before AI maturity.
Service is a growth engine, not a cost centre
How leaders use service to grow revenue from existing customers, reduce cost and lower risk.
Every function is working. Nobody owns Service end-to-end.
The hidden reason customers experience gaps, and how to design Service that joins up across the organisation.
Closing the ServiceGap
The gap between what you promise customers and what you can consistently deliver, and how to measure and close it.
Every talk can be tailored to your audience, sector and theme.
Formats
Where Johann has spoken
Trusted on stage and in the classroom
Recent stages include the IRM UK Service Design Conference Europe, itSMF UK and Henley Business School. See all events.
Book Johann for your next event
Send a short note with your event date, audience and theme. Johann will come back to you personally.
johann@service-revolution.com
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Copyright 2026 | End to End Service.
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