Top 10 Keynote Speaker 2026 · #8 Global CX Guru · 40+ Countries
Keynotes That
Move CX From
Soft to Strategic.
Steve Towers delivers keynotes, executive briefings, and workshops that connect customer experience directly to revenue growth, cost reduction, and service improvement. Fully customised. Commercially credible. Immediately applicable.
Why Event Organisers Book Steve
Six Reasons
Event Buyers Come Back
Commercially Framed
CX presented as revenue growth, cost reduction, and service improvement — not satisfaction scores. Steve gives leaders the language to champion CX in the boardroom.
Fully Custom-Built
No pre-packaged slides. Every session requires a briefing with the organiser and is built around the audience's seniority, industry, and strategic challenge.
Real Case Studies
Named, recognisable organisations from 6 continents — HSBC, Citi, TD Bank, EY, Vodafone, FNB. Concrete examples audiences can benchmark against.
Immediately Actionable
Outside-In is a working methodology, not a motivational framework. Attendees leave with a defined first step they can execute within 30 days.
40+ Countries, Every Major Industry
From financial services and healthcare to telecoms, public sector, and retail. The methodology translates across sectors, cultures, and event scales.
Active Practitioner
Steve advises organisations today. Every keynote draws on current transformation work — not decade-old case studies.
Signature Keynote Themes
Five Talks That
Move Organisations
Each theme is available as a standalone keynote, executive briefing, or workshop. All are fully customisable to your audience, industry, and event brief.
Outside-In: Why the Customer Experience Is the Process
Ideal for: Executive leadership conferences, CX summits, board strategy sessions
The foundational perspective shift. Most organisations optimise efficiently in the wrong direction. This talk reveals why flipping to an Outside-In lens unlocks revenue growth, cost reduction, and service improvement simultaneously.
Audiences leave with
- The single question that reveals whether your organisation is Inside-Out or Outside-In
- How to map customer outcomes (not journeys) and identify activities creating cost without value
- A concrete first step your team can take before the conference ends
The Triple Crown: Revenue Growth, Cost Reduction & Service Improvement
Ideal for: C-suite audiences, transformation conferences, operational leadership events
Steve's most-requested keynote. A live demonstration that these three imperatives are not trade-offs — they are the natural outcome of redesigning work around what customers actually need.
Audiences leave with
- Why these three results reinforce each other — and the misconception that creates trade-offs
- Two metrics that predict whether a CX investment will generate a commercial return
- A prioritisation tool for evaluating initiatives by Triple Crown potential
Why CX Transformations Fail After Year One
Ideal for: Transformation conferences, HR and leadership summits, operations events
The honest talk most consultants will not give you. What kills CX momentum, why culture consistently beats strategy, and the three pivots that separate lasting transformation from expensive theatre.
Audiences leave with
- Six patterns that kill CX momentum — and which ones your programme shows today
- How to build cultural infrastructure that makes change outlast the initial sponsor
- The three pivots that distinguish sustained CX improvement from stalled programmes
The 5 Pillars of Great CX Leadership
Ideal for: Senior CX teams, leadership off-sites, customer experience summits
The intellectual framework behind Steve's work. What separates CX organisations that sustain results from those that plateau. Based on field research across 500+ organisations.
Audiences leave with
- A self-diagnostic for where your leadership team creates friction for CX delivery
- The role each Pillar plays in sustaining the Triple Crown — and where most underinvest
- How to build a governance structure that keeps the board engaged beyond NPS
Stop Getting Really Good at Doing Dumb Stuff
Ideal for: Operations, process improvement, and efficiency-focused audiences
A sharp provocation for any audience that has run efficiency programmes without questioning whether the underlying activity should exist. Funny, direct, and immediately applicable.
Audiences leave with
- A framework for identifying activities your organisation does efficiently but nobody needs
- The difference between efficiency and effectiveness — and why most programmes optimise the wrong one
- How to restart any stalled improvement programme by asking a different first question
Engagement Formats
Five Ways to
Book Steve
Keynote
Executive Briefing
Workshop
Panel / Fireside
Podcast / Media
What Audiences Leave With
Decisions.
Actions.
Results.
Steve's sessions are designed to shift how people think and give them something concrete to do on Monday morning.
A clear mental model for Outside-In thinking in their specific role and industry
A practical framework (the 5 Pillars or the Triple Crown) they can brief their leadership team on within 24 hours
Three specific actions they can take in the next 30 days — not a 12-month roadmap
A new lens for evaluating their current CX agenda — what to stop, start, or accelerate
The commercial language to make a CX business case to a CFO without relying on NPS
Awareness of the most common CX failure patterns — and an honest self-assessment
What Organisers & Attendees Say
Proven Across
6 Continents
"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."
"This course provided a terrific holistic framework for how I can more richly think about Moments of Truth. It's a terrific program that I'd recommend and encourage others to consider strongly."
"Thank you for being an amazing mentor, guru and inspiration. You truly have a way of bringing all principles back into the workplace. Thank you for empowering me to see a different view."
Previous clients include
Speaker Bio
Steve Towers
Top 10 Keynote Speaker (Global Gurus 2026). 33+ years of hands-on CX transformation. Founder and CEO of BP Group (est. 1992). Originator of CEMMethod™ v15, applied by 500+ organisations across 140+ countries.
Steve has spoken at leadership events in 40+ countries — from New York and London to Riyadh, Singapore, and Cape Town — for audiences of 50 to 5,000. Author of 12 books including Everyone Loves Great CX (2026). Gartner Lifetime Achievement Award recipient (2007).
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