Executive Advisory & Coaching
Strategic Support
for Leaders Driving
Customer-Led Change.
Steve Towers works directly with CEOs, CX leaders, and transformation directors to align executive teams, accelerate programmes, and build the leadership capability that sustains Outside-In results.
33+ years active practice · 500+ organisations · 140+ countries
Who This Is For
Senior Leaders With
Accountability for Change
CEOs & Managing Directors
Aligning the organisation around customer outcomes and building the executive infrastructure to sustain it.
CX & Customer Leaders
Moving from measurement and reporting into strategic influence, governance, and commercial impact.
Transformation Directors
Designing programmes that deliver the Triple Crown — revenue growth, cost reduction, and service improvement simultaneously.
Business Unit Leaders
Applying Outside-In thinking to a specific division, product, or market without waiting for organisation-wide change.
Advisory Focus Areas
Five Areas Where
Steve Adds Value
Each engagement is structured around your organisation's specific context, challenges, and leadership dynamics — not a fixed curriculum.
CX Strategy & Positioning
Define a customer strategy that connects to commercial outcomes and gives the board a reason to invest beyond NPS improvement.
Transformation Alignment
Align multiple workstreams, sponsors, and delivery teams behind a shared Outside-In direction — before momentum is lost.
Leadership Coaching
One-to-one support for senior leaders navigating CX accountability, board influence, or the transition from functional to enterprise-wide leadership.
Customer-Led Operating Model
Redesign governance, metrics, and team structures to sustain customer outcomes — not just measure them after the fact.
Executive Team Development
Build shared understanding, common language, and collective accountability for CX across a senior leadership group.
Engagement Models
Four Ways
to Work Together
One-to-One Advisory
Typically monthlyStructured support for a single senior leader — strategy, decision-making, stakeholder navigation, and personal effectiveness.
Executive Team Sessions
2–4 hoursFacilitated working sessions for a leadership group — alignment, prioritisation, or challenge resolution on a specific agenda.
Strategic Workshops
Half-day or full dayApplied methodology sessions that produce tangible outputs — strategy documents, roadmaps, governance structures, or operating principles.
Retained Advisory
Quarterly or ongoingOngoing access to Steve as a strategic sounding board — for organisations in active transformation or sustained CX maturity programmes.
Outcomes
What Advisory
Delivers
Practical, measurable shifts in direction, alignment, and commercial performance — not inspiration without follow-through.
Clearer strategic direction for CX and transformation programmes
Faster executive alignment on priorities, investments, and trade-offs
Stronger customer outcomes connected to measurable business improvement
A practical governance structure that sustains momentum beyond Year One
Confident leadership language for CX at board and investor level
A methodology your team can continue to apply independently
Trusted By
Leaders Who
Demand Results
“We had really fantastic sessions — not only did we walk away with the deliverables we needed, but people had a lot of fun, too. They were the most valuable and enjoyable sessions I have attended.”
“Thank you for being an amazing mentor, guru and inspiration. You truly have a way of bringing all principles back into the workplace.”
Advisory and programme clients include
Next Step
Start With a
Conversation
Most advisory engagements begin with a 20-minute exploratory call. Share your situation and Steve's team will suggest the most relevant format.