Customer experience is one of the hottest topics in business right now.
There’s a reason people are talking about customer experience—it matters! The overwhelming majority of customers are willing to pay up to 25% more for a better experience. Companies that invest in customer experience tend to see better growth and revenue, as well as have stronger reputations. In today’s connected world, it’s easy for customers to share their experiences, both good and bad. Companies can’t hide behind their products anymore and need to improve how they interact with and serve customers.
Customer experience goes beyond the typical customer support call to the contact center. It includes everything from how a customer finds out about your product to what they read online, how they are helped during the sales process and what happens after the sale is made. In short, customer experience is the sum of all the interactions a customer has with a brand. It includes the entire customer journey.
Companies that focus on customer experience have a huge competitive advantage over companies that don’t. Customers today want to get personalized service and have a great and easy experience. However, customer experience doesn’t just live in the customer support teams. To truly be successful, companies need to involve every employee in the customer experience. Every person in an organization should know how their role contributes to the overall experience of the customer.
That’s part of the reason why a customer experience keynote speaker is so important—they can get everyone involved, share the vision of customer experience and energize the entire organization to get on board and drive customer experience towards the future. Keynote speakers bring in outside perspective and share industry trends and tips to improve your company’s customer experience.
Keynote speakers often give presentations at company-wide events, conferences, trainings and retreats. As thought leaders and professional speakers, these presenters know how to engage an audience and leave a lasting impression. Join the conversation and make customer experience a focus in your organization by bringing in an expert as a keynote speaker for a conference or event.
Here are 10 of the top customer experience keynote speakers (listed in no particular order):
Shep Hyken has authored numerous books and hundreds of articles about customer experience. He is a New York Times bestselling author and is a member of the National Speakers Association Hall of Fame. Hyken has spent decades working with companies of all sizes across all industries. He is known for his high-energy presentations on customer loyalty, customer service and customer experience. Watch carefully, because he even works some magic tricks into his keynote speeches. He’s also my friend who I really enjoy running into at events because he is a lot of fun to hang out with and always gives me wise advice. He’s an all around great person.
When Jeanne Bliss was seven years old she wanted to be an astronaut. She didn’t become an astronaut but her success as a speaker, writer and executive is up there with space explorer. Jeanne pioneered the role of the Chief Customer Officer at multiple major corporations before founding CustomerBliss. She now pulls from her hands-on experiences as she consults with and speaks to companies all over the world. Bliss has also authored multiple books, including her most recent book, Would You Do That to Your Mother. Bliss focuses on helping companies create customer-driven growth. She is the first to tell you she has a big personality and she’s a ton of fun – I have personally interviewed her on my show The Modern Customer two times. She’s also one of the first people I found out about ten years ago when I started studying customer experience.
Jeanne Bliss on the Modern Customer Podcast
Older one Here or
New one Here
Jay Baer is an expert on using technology to improve marketing and the customer experience. He is the New York Times bestselling author of five books and host of the Social Pros Podcast, which was named the best marketing podcast. Baer’s energetic approach to keynote presentations helps him connect with audiences to give organizations a competitive advantage through marketing and customer experience. I personally heard Jay deliver a very powerful keynote speech and was really impressed with his storytelling prowess. Not only is Jay creative but he loves fashion and never disappoints with his suits.
And then there’s me! I love what I do and I would love to help you with your next event. I am a customer experience futurist. I am the author of the book More is More and I’m currently working on my second book about customer experience technology with HarperCollins. I am the host of the Modern Customer Podcast, where I interview executives to share their customer experience success stories and best practices. I always bring a personal touch to my speeches whether I am talking about AI, how to be customer focused, or throwing in a story about my own personal life including my daughter, my dogs or my husband Jacob who is also on the road a lot as a speaker. I love my job and enjoy the chance to meet people all over the world.
Tom Goodwin is a powerhouse on LinkedIn and was named the #1 Voice in Marketing on LinkedIn for 2017 and 2018. He always brings a different angle to everything he writes and says like in this awesome Adobe panel on AI I recently watched. He is the head of innovation at Zenith Media and helps major companies around the world leverage technology and customer experience to prepare for the future. He is also the author of Digital Darwinism, which helps businesses survive and thrive through times of disruption. He’s not afraid to call it like he sees it which I respect and enjoy.
Jackie Huba is an expert on customer loyalty and word-of-mouth marketing. Huba was the first to coin the phrase “customer evangelism.” I personally saw Jackie keynote a SOCAP conference and was captivated by her stories about community and Lady Gaga which is based off of her book Monster Loyalty. I thought she was fabulous. Here is a clip of “Monster Loyalty.” She is the bestselling author of four books and regularly contributes to other publications. Huba also helps people develop confidence by harnessing the power of drag queens and the bold and courageous personas they create. I follow her Instagram where she often posts about her love of drag which she wrote a book on “Fiercely You: Be Fabulous and Confident by Thinking Like a Drag Queen.” How unique, empowering and fabulous is that? Jackie is creative, brave and a great speaker and writer. She wants people and companies to reveal the best in themselves.
Doug Lipp focuses his work on building strong organizational cultures. He started his career as a leader of the Disney employee training program and was instrumental in building Tokyo Disneyland. He now uses those experiences to help businesses around the world create magical cultures with loyal customers. Lipp has written eight business books, including his best-seller, Disney U. I recently saw Doug speak and he had the crowd very engaged. Doug has many years of experience advising very senior people at very big companies. He is the real deal.
Charlene Li has written award-winning business books and consulted with some of the world’s largest companies. She was a guest on the modern customer podcast and I interviewed her in person and she couldn’t be more lovely. Charlene is an expert on business strategy and disruptive technology. She was named one of the top 50 leadership innovators and one of the 100 most creative people in business. Li’s keynote speeches help energize employees and leaders to thrive during disruption and creating lasting business strategies. Charlene is a trailblazer with a lot of spunk.
Kerry Bodine knows that happy customers lead to happy shareholders. Her work focuses on creating high-quality customer experiences through journey mapping and cultural change. Bodine is the author of Outside In: The Power of Putting Customers at the Center of Your Business and regularly contributes to other blogs and publications. She aims to remove stress from customer interactions and focus on bringing moments of joy.
Brian Solis is a digital analyst and futurist who focuses on the impact of innovation on business and culture. His books and presentations help business leaders understand the role of new technology in business and how it can improve culture and connectivity. Solis’ blog is required reading for many business leaders. He has written numerous books, including his most recent, X: The Experience Where Business Meets Design. I have been following Brian’s work for more than ten years when he pioneered the discussion of social media when it was still nascent. I kept trying to book him as a speaker at IQPC events but didn’t have the chance to work with him until he became a guest on my podcast the modern customer.
The right keynote speaker can motivate, inform and engage employees to get everyone involved for future success. Focusing on customer experience can provide your company a competitive advantage to create a band of loyal customers.