Known as The Customer Whisperer, Kate Hardcastle MBE chaired and hosted the DELIVER event IN 2025. Speaking at the 10th anniversary edition of DELIVER Europe, she offered a personal reflection on what makes the event truly exceptional in a crowded marketplace of business conferences.

“It’s very difficult to have an event this size that works on multiple levels,” said Hardcastle. “But DELIVER manages it. It’s got a community vibe, it’s cross-industry, and real partnerships are being formed here — in the moment.”

From serene outdoor lounges to high-impact meetings, Hardcastle praised the intentionality behind every aspect of the environment.

“There’s a relaxed feel,” she added. “There are areas to sit and contemplate, as well as places to do business. That balance is very unique.”

CONVERSATIONS THAT STAY WITH YOU

As Chair and Host, Hardcastle had a front-row seat to some of the most powerful conversations of the event — and several moments stood out.

She highlighted her fireside chat with Maria Hollins of Ann Summers as a standout moment, describing it as deeply honest and authentic.

“Maria was so open about the changes needed in such a well-known retail brand,” she said. “It really resonated.”

Then came her keynote session with Christiana Figueres, the architect of the Paris Climate Accord. What began as a professional conversation evolved into something far more emotional.

“The session was really moving — for the audience, for her, and for me. We saw a very personal side of someone who’s built an incredible legacy in sustainability.”

And finally, Jo Malone CBE brought both heart and humour to the stage.

“Jo leaned into the truth: leadership and disruption aren’t easy. You’ve got to find your true north and stick to it,” said Hardcastle. “And she did it while making everyone smell amazing.”

A LEGACY 10 YEARS IN THE MAKING

Reflecting on the full arc of DELIVER, Hardcastle believes the event’s success comes down to authenticity, relevance, and people-first design.

“It’s been celebrated in its 10th year because it’s earned it,” she concluded. “This isn’t just another event. It’s a place where conversations matter and futures are shaped.”