Official Press Photo · London 2026Media & Press Kit
Steve Towers
Customer Experience Expert · Keynote Speaker · Author · CEO of BP Group
Short Bio (under 100 words)
Steve Towers is Founder and CEO of BP Group (est. 1992) — one of the world's foremost Customer Experience organisations. Ranked #8 Global Guru in CX 2026 and recognised in the Top 30 for multiple consecutive years, Steve has guided 500+ organisations across 140+ countries to achieve the Triple Crown: Revenue Growth, Cost Reduction, and Service Uplift simultaneously. Author of 12 books, including the 2026 title Everyone Loves Great CX, Steve is the originator of CEMMethod™ v15 — the world's leading CX transformation framework.
Long Bio (full version)
Steve Towers has spent more than three decades at the forefront of Customer Experience transformation, working as a trusted advisor to some of the world's most recognised organisations including HSBC, American Express, Vodafone, NHS, and hundreds more across six continents.
As Founder and CEO of BP Group (established 1992), Steve created the CEMMethod™ — now in its 15th iteration — a proven, globally adopted framework for designing and delivering exceptional customer experiences at scale. The method underpins transformation programmes in 140+ countries and has been credited with generating measurable improvements in shareholder value, operational efficiency, and customer loyalty.
Steve is the author of 12 published books on customer experience, business process management, and organisational transformation. His most recent title, Everyone Loves Great CX (2026, BPG Publishing), is his definitive playbook — distilling 33+ years of insight into the 5 Pillars of Great CX Leadership with actionable frameworks and real-world case studies from FTSE 100 and Fortune 500 organisations.
Ranked #8 Global Guru in Customer Experience 2026 by Global Gurus and consistently listed in the Top 30 for multiple consecutive years, Steve is also a Gartner Lifetime Award recipient, recognised by CX Network in the Top 50, and cited by Martech as a Top 10 influencer. He co-manages the world's largest Lean Six Sigma Group on LinkedIn, with over 770,000 members.
A sought-after keynote speaker in 40+ countries, Steve's talks are known for their blend of strategic rigour, real-world storytelling, and genuine audience engagement. He holds ACXC and CPPC certifications and is additionally qualified as a Clinical Hypnotherapist and NLP & Reiki Master — disciplines that inform his coaching approach.
Speaking Topics
Outside-In Customer Strategy
The definitive talk on flipping your organisation's perspective — from inside-out thinking to truly Outside-In strategy. Based on 33+ years of application with global leaders across 140+ countries.
The Triple Crown: Revenue Growth, Cost Reduction & Service Uplift
Steve's most-requested keynote. A practical framework for achieving all three business imperatives simultaneously, with real case studies from FTSE 100 and Fortune 500 organisations.
Everyone Loves Great CX — The 5 Pillars
Based on his 2026 book. A deep-dive into the five pillars that separate world-class CX leaders from the rest, with actionable tools audiences can apply from day one.
CEMMethod™ v15 — Future of Customer Experience
An exploration of the latest evolution of the CEMMethod™ framework, now in its 15th iteration. How AI, human-centred design, and operational excellence converge.
Leading Through Transformation
For senior leadership audiences. The mindset shifts, cultural changes, and strategic pivots required to guide organisations through large-scale CX transformation.
CX as a Competitive Advantage
How customer experience becomes the primary growth engine and differentiator in any industry. Packed with data, case studies, and immediately actionable frameworks.