Customer Experience Keynote Speaker

Presenting CX with a

Twist

Built on 30+ years in Customer Experience and real data from 600+ businesses through insight6, every keynote gives your audience practical insights they can use, not slogans they’ll forget by Friday.

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Invited to speak by

EOA Conference (Employee Ownership Association)

KBSA — Kitchen Bathroom Bedroom Specialists Association

About Jonathan

Trained at Harrods through their Retail Management Training Scheme, Jonathan began his Customer Experience (CX) journey early and never looked back. A defining 'moment of truth' in 1996 sparked a 30-year mission to transform how organisations think about the customer.

Today, drawing on real data from 600+ businesses through insight6, Jonathan turns three decades of CX work into keynotes audiences can actually use.

Signature Keynotes

Five customer experience keynotes, shaped to your audience and your goals.

Pick the talk that fits the room, or see all five customer experience keynotes and we'll shape one to your brief, with humour, story and Jonathan's signature CX twist.

Discover the secret of customer experience

The keynote that started it all. Jonathan's moment-of-truth story and the CX principles your team can apply on Monday.

Customer experience in your team

Hands-on tools for embedding genuine customer thinking across every role, from front-of-house to back office.

The big reveal

A live mystery-shop reveal for in-house events. Real findings from real customer journeys: sometimes uncomfortable, always actionable.

Customer experience for leaders

For boards and senior leaders: how CX becomes a board-level discipline driving retention, revenue, and reputation.

Customer experience and AI

Where AI helps, where it harms, where the human still wins. A clear-eyed view of automation's real role in customer experience.

By the numbers

Three decades of customer experience, distilled into numbers.

1996

Where the mission started

600+

Businesses informing every keynote

7+

Industries shaped

Audience Feedback

Hear from the people who booked Jonathan

Independents Day 20th Anniversary Conference

SECTOR FOCUS

Industries Jonathan works with

Every sector treats customers differently. Jonathan tailors the talk to the room.

Legal

Clients are often anxious, sometimes vulnerable, and rarely shop on price alone.

Accountancy

Compliance is the price of entry. Client experience is what earns the referral.

Finance

Trust is the whole product. One bad interaction and the relationship is gone.

Property

One of the most stressful purchases people make. The customer experience is what gets the referral, and the next instruction.

Franchisors

CX standards must hold across every location, every day. Consistency is the brand.

Attractions

Visitors arrive ready to be wowed. Every interaction either confirms the magic or breaks it.

Schools

Independent schools sell to parents. Open days, enquiry response, and tours decide enrolment.

Your sector?

Jonathan works with sectors not shown here. If your audience has a clear customer experience challenge, the keynote can be tailored.

Talk to Jonathan

Video Library

Recent talks and interviews

Interview with Nigel Botterill, Entrepreneurs Circle

Live keynote

Employee Ownership Association

Frequently Asked Questions

Booking Jonathan: what people ask first

What makes Jonathan different from other customer experience keynote speakers?

Most speakers talk about customer service. Jonathan talks about Customer Experience (CX), the moment of truth that decides whether a customer comes back. It's a 30-year mission that began at Harrods and crystallised in a Perth supermarket in 1996, and audiences leave with a story they remember and a twist they can use on Monday.

Which audiences book Jonathan most?

Conferences, leadership offsites and in-house team days, across hospitality, retail, professional services and the public sector. Whether the room is a board of ten or an audience of a thousand, the brief is the same: make CX feel personal, practical and worth doing.

Can Jonathan tailor a keynote to my industry?

Yes. Every booking starts with a discovery call. The stories, examples and the CX twist are reshaped to your sector, your audience and the change you want to land in the room. The principles stay; the room never feels like a stock talk.

How does The Big Reveal keynote work?

Ahead of your event, Jonathan mystery-shops your real customer journeys: calls, visits, the moments your team thinks no-one notices. Then, live on stage, he reveals what he found. Sometimes uncomfortable, always useful, and built for in-house events where teams are ready to act on what they hear.

Get in Touch

Book Jonathan for your event

Conferences, corporate events, leadership days, virtual stages. Tell us the date, the audience, and what you need delegates to walk away thinking.

Book Jonathan