Keynote Speaker
Move CX from soft
and fluffy to
board-level results.
Steve Towers helps executive audiences rethink customer experience from the Outside-In, showing how organisations can grow revenue, reduce cost, and improve service by redesigning the work behind the experience.
Why Audiences Respond
Practical.
Provocative.
Board-ready.
Steve brings four decades of hands-on transformation work, a practical Outside-In lens, and the ability to connect customer experience directly to board-level business outcomes.
His sessions are energetic, provocative, practical, and designed to move leaders from agreement to action. Audiences leave with a different way of seeing — and a clear first step to act on it.
- No jargon — results-first, commercially framed language
- Real case studies from FTSE 100 & Fortune 500 organisations
- Fully customisable to your industry, audience, and brief
- Trusted by C-suite audiences from New York to Riyadh
Signature Keynote Themes
Six Talks That
Move Organisations
Each theme is delivered as a standalone keynote or woven into a multi-session leadership programme. All are customisable to your audience, industry, and brief.
Outside-In: Why the Customer Experience Is the Process
The foundational shift that changes everything. Steve reveals why most organisations are optimising the wrong things — and how flipping to an Outside-In lens unlocks simultaneous revenue growth, cost reduction, and service improvement.
The Triple Crown: Revenue Growth, Cost Reduction & Service Improvement
Steve's most-requested keynote. A live demonstration that these three imperatives are not trade-offs — they are a natural outcome of redesigning work around what customers actually want.
Why CX Transformations Fail After Year One
The honest talk most consultants will not give you. What kills momentum, why culture beats strategy, and the three pivots that separate lasting transformation from expensive theatre.
Lean Six Sigma Ends Where CEMMethod Begins
For operational and transformation audiences. How the discipline of process improvement evolves when you place the customer — not the process — at the centre of every design decision.
Stop Getting Really Good at Doing Dumb Stuff
A provocation for any audience that has ever run efficiency programmes without questioning whether the underlying activity should exist at all. Funny, sharp, and immediately applicable.
Working Backwards from the Customer Need
A practical masterclass in Outside-In design. How world-class organisations — from Amazon to HSBC — start with the customer outcome and engineer everything else to serve it.
Ideal Events
Built for
Executive Stages
Steve is most impactful when an audience is responsible for decisions — not just implementing them.
- Executive leadership conferences
- Customer experience summits
- Transformation and operations events
- Financial services, insurance, public sector, telecoms, healthcare, retail, and automotive leadership events
- Board and ExCo strategy sessions
- Internal leadership kick-offs
Formats
Previous Clients
Steve has spoken at leadership events for organisations including HSBC, American Express, Vodafone, NHS, Citi, FNB, TD Bank, EY, and hundreds more across financial services, technology, healthcare, retail, and the public sector.
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Availability
Share your event details and Steve's team will come back with the most relevant next step — usually within 48 hours.