Keynote SpeakersPeter Cross is a globally recognised customer experience expert, keynote speaker and authority on customer behaviour in a rapidly changing world.
As the former John Lewis and Waitrose Customer Experience Director, Peter is widely known as a champion of world-class customer service.
He has dedicated his career to helping organisations elevate service standards, drive customer loyalty and unlock the commercial power of exceptional customer experience.
With a strong belief in the value of service – not just for business growth, but for customers and society at large – Peter Cross has spent decades transforming how organisations think about customer engagement, employee experience and brand differentiation.
Peter began his career in the luxury and retail sectors before partnering with retail visionary Mary Portas to build one of London’s leading customer marketing and insight agencies.
He later spent eight years leading customer experience at the John Lewis Partnership, a globally respected brand synonymous with outstanding service and customer trust.
Peter holds several influential roles, including:
- Vice President, Institute of Customer Service
- Ambassador, Retail Trust and Pride Wide
- Leader in Residence, University of Leeds
In 2025, Peter published his debut book, Start with the Customer (Pearson), an instant bestseller described by The Grocer as “the essential text on customer experience.”
Peter Cross – Customer Service Speaker:
Today, Peter Cross is an in-demand international keynote speaker, consultant and advisor on customer experience strategy, employee engagement and service culture.
He works with organisations across industries to help them understand evolving customer expectations and deliver meaningful, measurable improvements in performance.
Known for his engaging, charismatic and straight-talking speaking style, Peter Cross delivers powerful keynotes that combine real-world experience with actionable insights. Drawing on work with some of the world’s most iconic brands, he equips audiences with practical strategies to stand out, build loyalty and succeed in the future of commerce.
Peter’s Speaking Topics:
Start with the Customer
In a world where everyone claims to be customer-centric, what does it truly take to grow a business with customers at the heart?
Your Team are your First Customers
Customer experience starts at home. How to build a service culture where your people feel complicit in delivering the customer outcomes you want to see.
Know your Eggs
How to elevate and differentiate the service you offer by discovering and standardising small but significant signature moments.
Meet the Customer of the Future
An invitation to take a look into the near future and act on what you find.
Inside the Mind of the Modern Customer
Discover the forces shaping modern customer behaviour.
