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Interesting keynotes on among others customer-focused relationship management


Don Peppers

travels from USA

Founding partner of the Peppers and Rogers Group and leading authority on customer-focused relationship management

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Recognized for more than twenty years as one of the leading authorities on customer-focused relationship management strategies, keynote speaker Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered management consultancy firm.

Founding partner of the Peppers and Rogers Group, the world’s leading customer-focused management consulting firm.

Don Pepper’s vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. Business 2.0 Magazine named him one of the 19 “foremost business gurus of our times,” and Accenture’s Institute for Strategic Change listed him as one of the 50 “most important living business thinkers” in the world. The Times of London has listed him among its “Top 50 Business Brains,” and the U.K.’s Chartered Institute for Marketing included him in its inaugural listing of the 50 “most influential thinkers in marketing and business today.”

Don has a popular voice in the worldwide media, and as a top 100 “IN-fluencer” for Linkedin.com he has more than 195,000 followers for his regular blog posts. His thought leadership, keynote presentations, and executive workshops routinely focus on the business issues that today’s global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These include:

  • Building stronger customer relationships, better customer experiences, and trust;
  • Stimulating innovative thinking and benefiting from new ideas within a firm;
  • Engaging employees in order to create a stronger, more competitive corporate culture;
  • Dealing with social media, customer advocacy, and increasing levels of business transparency;
  • Balancing long-and short-term financial goals by focusing on customer value; and
  • Using scientific reasoning to make better business decisions, based on data.

With co-author Martha Rogers, Ph.D., Peppers has produced a legacy of international best-sellers collectively selling well over a million copies in 18 languages. Peppers’ and Rogers’ newest book, their ninth together, is “Extreme Trust: Honesty as a Competitive Advantage”. It argues that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with.

Peppers and Rogers are often credited with having launched the CRM revolution with their very first book, The One to One Future: Building Relationships One Customer at a Time (1993). Inc. Magazine’s managing editor called this book “one of the two or three most important business books ever written,” while Business Week called it the “bible of the new marketing.” And in 2011, the authors released a second, updated edition of their widely used CRM textbook for university use in graduate level courses, Managing Customer Relationships: A Strategic Perspective.

Previously, Peppers was a celebrated new-business rainmaker in the advertising industry, and the CEO of a top-20 direct marketing agency. Prior to Madison Avenue, he worked as an economist in the oil industry, and as the director of accounting for a regional airline. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy, and a Master’s in public affairs from Princeton University’s Woodrow Wilson School. He is a competitive runner and a very happily married father of five.

See keynotes with Don Peppers

    Keynote by Speaker Don Peppers

    Digitally Transformed Marketing and CX

    • Business Competition, Future Tense – Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue and Amex. Four strategies for succeeding in the transparent future.
    • The Omnichannel Myth – 99% of companies that say they’re ‘omnichannel’ aren’t. Three obstacles to overcome before joining the 1% of companies that really are.
    • After e-Commerce: Immersive Commerce – Today’s programmatic tactic is tomorrow’s smartphones app, so get ready now for an online CX featuring ‘chatvertising’ and bot-to-bot marketing.

    Keynote by Speaker Don Peppers

    Surviving and Thriving in the Next Disruption

    • Four Ways to Avoid ‘Post-Disruption Stress Disorder’ – PDSD has plagued more than one-business, from Kodak to Blockbuster, and from Apple to IBM. Four Strategies for beating the next disruption in your own category.
    • Customer Trust as a Disruptive Innovation – How to out-do your competitors by earning your customers’ trust, and why this can insulate you from the next big disruption in your business.
    • Digital Disruption for Fun and Profit – Creating your own disruption is a good way to survive radical technological (or regulatory) change, and offense is always more fun than defense.
    • Proactive Customer Strategy: The Smart Response to Transparency – Now that what customers say about you matters more than what you tell customers about yourself, what your customers want is for you to be proactive on their behalf.
    • Uber-izing your business – Trust platforms like Airbnb, Uber and Taskrabbit empower customers with the ability to self-organize, elimination the middle man. Other businesses can too. And will.

    Keynote by Speaker Don Peppers

    Extreme Trust

    • Proactive Trustworthiness is the New Black – New technology drives new expectations. You need a new strategy, good for 2017 and beyond. Grow profitably and stay competitive with Extreme trust. Four tasks to do so.
    • Do your Customers Trust You? Should They? And Do you Trust Them? If somebody measure every company tomorrow, how would your company rank? What decisions are you making today that create or destroy trust?
    • What Would a Trustable [insert your company’s name] Look like? – Do you give refunds proactively? Host customer reviews on you website? things to show you’re a leader in trustability, while improving business results at the same time.

    Keynote by Speaker Don Peppers

    Customer Metrics, Big Data, and Common-Sense Analytics

    • What is the Value of a Better Customer Experience? – How to map CX, improve it, profit from it. How does it help us and help our customers? Why is ‘customer journey mapping’ exactly what’s needed now?
    • The Customer Dashboard – How to measure your success with customers. Metrics needed to drive your decisions and behaviors, eliminate landmines and build customer equity.
    • Customer Metrics You Can Bank On – Providing a better CX is costly today, while value is realized tomorrow. Resolve this Dilemma to the satisfaction of your CFO. How much more will customer pay if…?
    • You Can Lead a Man to Data, But You Can’t Make Him Think – Trustworthy data is (1) objective and (2) accurate. That’s half the battle. Five principle for using objective, accurate data to make more scientifically reliable business decisions.
    • How to Make Data-Driven Decisions Without a Statistics Degree – Anticipating human biases, avoiding statistical errors, and recognizing the limits of the data you have. How to talk with your customer analysts, without equations.

    Keynote by Speaker Don Peppers

    Women: Smart, Savvy and Successful

    • Balancing Work, Life and Getting Where You Deserve to Be – Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents. It ain’t easy, but you can do it for fun and profit.
    • Leading While Female – One of the World’s most leaders in customer experience, customer loyalty, trustability, business technologies, and building equity shares her insights from 25 years in the field with clients, companies, CEOs and real customers.
    • You Go Girl! – Winning the Millennial generation by leveraging the increasing power, influence, and authority of women in business. How to structure a truly collaborative and social business enterprise.

    Keynote by Speaker Don Peppers

    Digital B2B

    • Customer Advocacy: Recruiting Your Best Customers to the Sales Team – The pinnacle of Customer Success Management is Customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category.
    • Customer Success: Competing for Sales in the Cloud – SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale.
    • Social Selling: Arm Your Salespeople – Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights and referrals.

    Keynote by Speaker Don Peppers

    Culture Eats Strategy For Breakfast

    • Managing a Successful Customer-Centric Transformation – The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.
    • Self-Organizing Your Way to Competitive Success – When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here’s how to make it happen.

    Keynote by Speaker Don Peppers

    Human to the Max

    • Empowered Consumers? or Digitally Augmented Humans? – Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated.
    • Digital Connections, Emotional Engagement – Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.
    • Delivering Humanity to B2B Customers – Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.

    Keynote by Speaker Don Peppers

    Customer Loyalty

    • Customer Loyalty: What, How, and Why – What it means to ‘loyalize’ your customers, how to do so, why it’s worth the money, and three important obstacles that must be overcome.
    • Using Customer Loyalty to Make Better Short-Term Decisions – The customer’s memory is the most reliable link between the short-term financial effects of current decisions and the long-term shareholder value they might create.
    • Are you Loyal To Your Customers? – Implement CRM processes to make customer more loyal and you’ll almost certainly fail. But do it to improve their lives, and you’ll almost certainly make them more loyal.

    Keynote by Speaker Don Peppers

     The Future of CX in Your Industry

    Preparing for the next CX Innovations and Challenges in:

    • Retail
    • Healthcare
    • Banking and Insurance
    • Communications
    • Travel and Hospitality
    • Automotive
    • B2B
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Keynote topics with Don Peppers