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Keynote Speaker

Peter Cross

Consumer Expert, Retail Consultant, Change Maker, Communicator, Speaker & Host

Popular talks

  • Meet the customer of the future
  • Start with the customer
  • Know your eggs
  • Inside the mind of the modern customer
  • +1

This is, Peter Cross

Talks

Popular talks by Peter Cross

  1. Meet the customer of the future

    Your opportunity to take a look into the near future and act on what you find.

  2. 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.

  3. Know your eggs

    How to elevate and differentiate the service you offer by discovering and standardising small but significant signature moments.

  4. Inside the mind of the modern customer

    Discover the forces shaping modern customer behaviour.

  5. 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.

Biography

About Peter Cross

Peter Cross is a leading authority on serving customers in a changing world. Renowned as a champion and unflinching campaigner for world-class customer service, his belief in the value of service, to business, customers, and our broader society, has fuelled a lifetime’s work, raising service standards across multiple sectors and building a deeper awareness of its transformational commercial power.

After lengthy stints in the luxury and retail sectors, Peter joined forces with Mary Portas to build one of London’s foremost customer marketing and insight agencies. He then spent eight years in charge of customer experience at the John Lewis Partnership, world-renowned for going the extra mile for millions of loyal customers.

Today, Peter is a consultant, international speaker, and one of the world’s foremost authorities on customer behaviour, advising on the art of customer service and employee engagement. He is Vice President at the Institute of Customer Service, an ambassador for the Retail Trust and Pride Wide, and Leader in Residence at the University of Leeds.

Known for his charismatic, inspiring, and straight-talking style, Peter draws on his experience with some of the world’s most iconic brands, ensuring audiences leave with a clear sense of what the future of commerce might have in store, actionable insights, and a passion and determination to stand out and play their part.

In 2025, Peter’s first book, Start with the Customer, was published by Pearson. An instant bestseller, the book was referred to by The Grocer magazine as the “essential text on customer experience.”

Testimonials

What clients say about Peter Cross

"Peter was an exceptional speaker at our internal away day for 100 colleagues. We were looking for an inspirational leader with a ton of experience, who could inspire the team, illustrate the messages with compelling stories and energise everybody for the day. Peter exceeded our expectations and we would love to have him back for a future event."

Adrian Last, CMO, ITV Studios

"Peter is charismatic, intelligent and highly entertaining. Business needs more like him."

Mary Portas

"I had the pleasure of working with Peter in January of 2021, for Post & Parcel Live. He moderated our session 'Creating the Perfect Consumer Experience' and couldn't have done a better job. Peter took the script and really made it his own, keeping the audience engaged throughout and had the speakers at ease with his warm and cheerful attitude. You can tell Peter would make an insightful and professional speaker also, so I would strongly recommend him for any conference or event. Thank you Peter!"

Alyssia Smith, Conference Content Manager

“Peter took part in our inaugural Spring Fair @Home event as we pivoted to provide digital access to our events during the Covid-19 crisis. He was a highly valued speaker who was able to provide interesting, practical insight and advice to our audience. Peter was able to gain and hold the audience’s attention during the session and brought ideas to life through real-life case studies and easy-to-understand language. Our audience loved his delivery. Along with a highly impressive background to draw upon, Peter is capable of speaking to a range of individuals and tailoring his approach to the audience at hand. I would not hesitate to invite Peter again to speak to the Spring and Autumn Fair audiences.”

Niamh Stone

How to book Peter Cross

Answers on fees, availability and booking process.

How do I book Peter Cross for a keynote speech?

You can book Peter Cross through London Speaker Bureau by submitting the enquiry form on this page or calling our team. One of our consultants will respond promptly with Peter's current availability, speaking fees and any specific requirements for your event.

What are Peter Cross's speaking fees?

Peter Cross's speaking fees depend on the event format (in-person or virtual), the location, the length of the engagement and the level of customisation required. Please contact London Speaker Bureau for an up-to-date fee quote for Peter tailored to your event.

What topics does Peter Cross speak about?

Peter Cross speaks on Communication, Customer Experience, Future, Marketing. Talks can be shaped around your audience, industry and strategic objectives - share your event brief with London Speaker Bureau and we will work with Peter to align the content with your delegates and goals.

Is Peter Cross available for international events?

London Speaker Bureau can book Peter Cross for events worldwide, subject to Peter's schedule. Please send us your event date, location and format and we will confirm availability and handle travel and logistics on your behalf.

Does Peter Cross deliver virtual or online keynotes?

Virtual and hybrid keynotes are now a standard part of the speaking industry. Please contact London Speaker Bureau to confirm whether Peter Cross is available to deliver a virtual session for your event and on which platform (Zoom, Microsoft Teams, a bespoke studio or your own).

How long is a typical keynote by Peter Cross?

Most keynote speeches run between 45 and 60 minutes, often followed by a 15-30 minute Q&A. Other formats - shorter conference slots, panel appearances or longer workshop sessions - may also be possible. Share your agenda with London Speaker Bureau and we will confirm what Peter can accommodate.

Can Peter Cross tailor the keynote to our industry and audience?

London Speaker Bureau will brief Peter Cross on your audience profile, sector and objectives so the keynote can be shaped around your event. The level of customisation possible depends on the speaker and the lead time - contact us with your brief and we will confirm what Peter can offer.

What languages does Peter Cross present in?

Peter Cross delivers keynotes in English. This profile may not list every language available; ask London Speaker Bureau to confirm. If you require simultaneous interpretation or a multilingual format, please mention this in your enquiry and London Speaker Bureau will arrange it for you.

What makes Peter Cross a strong fit as a keynote speaker?

Peter Cross's areas of expertise include Communication, Customer Experience, Future, Marketing. To get a clear sense of Peter's style, credentials and how they engage an audience, please review the biography, popular talks and any videos or testimonials shown on this page, or request a detailed speaker brief from London Speaker Bureau.

What kind of events can Peter Cross speak at?

Peter Cross can be booked through London Speaker Bureau for corporate conferences, leadership events, internal team meetings, association gatherings and private client engagements where expertise in Communication, Customer Experience, Future, Marketing is relevant. Details of Peter's background and previous engagements are included in the biography above; contact us if you would like a more detailed list of past clients or case studies.

Does Peter Cross offer workshops, panels or fireside chats in addition to keynotes?

Beyond keynote speeches, many of the speakers on our roster also take part in workshops, executive masterclasses, panel discussions and fireside chats. Contact London Speaker Bureau with your preferred format and we will confirm what Peter Cross is able to offer alongside or instead of a keynote.

How far in advance should we book Peter Cross?

We generally recommend enquiring at least three to twelve months in advance to secure your preferred date with Peter Cross, particularly during peak conference seasons. Where possible we also accommodate shorter lead times - please contact London Speaker Bureau to check Peter's current availability for your dates.

Insights

Read our latest post about Peter Cross

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