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Graham Webster

travels from UK

Customer experience consultant and entrepreneur transforming organisations by focusing on costumer experience

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About Graham

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Keynote speaker Graham Webster is a customer experience expert consultant and keynote speaker. He is highly respected, seen as a leader in advanced Customer Experience thinking and is a regular speaker on customer experience at conferences all over the world.

Keynote speaker Graham Webster has worked in Customer Experience for many years, including as Director, Customer Experience for Telefónica O2 Europe (incorporating the O2 businesses). He led the Customer Experience activities, developed and used a comprehensive best practice Customer Experience Strategy Framework and demonstrated the link between improving customer satisfaction and increasing customer lifetime value.

For Graham Webster the creation of Customer Experience and satisfaction is only possible when the whole organization is involved. His worldwide change program “Turning Customers into Fans” across Telefónica became a key strategic priority for all existing businesses and made it possible to improve customer satisfaction drastically.

His organisation wide approach to Customer Experience / customer satisfaction has proven to be very successful. José María Álvarez-Pallete, Chief Operating Officer, Telefónica S.A. commented “Graham made a significant contribution to the company strategy and was instrumental in obtaining senior management engagement, creating and successfully leading the “Turning Customers into Fans” activity across Telefonica globally. Acting as the conscience of the customer, challenging our Operational Boards and stimulating debate across functions, he helped maintain the customer focus, whilst simultaneously bringing new ideas and improvement opportunities to strengthen the Customer Experience.”

With more than 35 years in the telecommunications industry, enthusiast speaker Graham Webster has extensive experience in Profit & Loss (P&L) general management, customer experience, corporate strategy and development, mergers and acquisitions, call centre management, sales & marketing, operations, business and strategic planning.

Graham Webster is an experienced keynote speaker with a vivid style. He has the gift to give simple explanations to complicated matters and knows how to handle almost any kind of audience. The sought-after speaker Graham Webster engages in his talks and leaves the listeners with a long-lasting learn effect while educating, entertaining and enchanting.

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    Speaker Graham Webster Keynote Topics

    • Transforming Customers into Fans.
    • Creating & Delivering Transformational Customer Experiences.
    • Transforming an Organisation through Customer Experience & Corporate Strategy alignment.
    • Measuring the customer experience and demonstrating the financial impact of your CEM initiatives.
    • Transforming an Organisation through Customer Experience to increase loyalty & reduce churn.
    • Your Customer Experience Is Your Brand – Aligning Customer Experience and Corporate Strategy to
    • Transform Your Organization.
    • How to differentiate your Customer Experiences by finding new ways to surprise your customers and exceed their expectations.
    • Loyalty through Customer Experience and Innovative Loyalty approaches.
    • Happy customers – using customer experience as a point of differentiation and to improve loyalty.
    • Making Customer Experience come alive to transform your organization.
    • Ensuring Customer Experience Excellence Across the Business.
    • Examining Innovative ways to emotionally engage your customers and stimulate brand loyalty.

Interview with Graham Webster

What are customers looking for today?

Customers are looking for suppliers they can trust and which offer good value for money. They increasingly are looking to self-serve and expect seamless and easy transactions across the different channels they use. Rewarding customers for their loyalty is also expected by many customers, particularly as many businesses still favour the new customer over the existing customer.

Why is it important to transform Customers into Fans?

We live in an increasingly competitive environment, where brand names and products and services are becoming less differentiated in people’s minds and where businesses need to differentiate themselves and stand out from the competition.

Branded Customer Experiences are fundamental to business success. By reducing dissatisfied customers and turning customers into advocates and fans through improving differentiated Customer Experiences, this increases profitability and shareholder value.

Customer Experience improvement correlates to customer lifetime value increases through repeat purchase, increased customer tenure, reduced cost of quality and recommendations from customers. 91% of marketing leaders believe that in two years they will be competing primarily on the basis of the Customer Experience (Source Gartner 2014).

What types of results can clients experience after your programmes & keynotes?

Clients can expect to understand and be helped to implement the key elements of a successful Customer Experience strategy to improve their business.

How do you prepare for your speaking engagements?

I try to understand the audience and the desired outcome from the speaking engagement, reviewing and tailoring the presentation material accordingly.

What is your favourite experience in your public speaking career?

I like travelling to different places and enjoyed a visit to South Africa, where I was able to combine the speaking engagement with a holiday across southern South Africa and to Cape Town.

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Keynote topics with Graham Webster