Peter Cross is a leading figure in the retail industry, famed for his former role as the Customer Experience Director for John Lewis. Having also formerly worked alongside Mary Portas and for L’Oreal, Peter is considered a foremost authority on consumer needs and wants and is now booked as a leading public speaker. With a plethora of corporate clients in his roster, Peter is booked to speak at events on topics such as the consumer of the future, customer service, retail leadership, a culture of innovation and more.
Helping retailers to retain customers by stepping comfortably into the future of shopping, Peter is famed for his years spent working as the Communications Director and the Customer Experience Director of John Lewis. Before working with John Lewis, Peter spent several years as Mary Portas’ business partner, working as a Managing Partner for Yellowdoor and Portas. With a unique blend of consultation and practical retail management experience, there are few who can match Peter’s expertise in retail. Deepening relationships with consumers and employees in his work, Peter has also formerly worked as the Global Director of Communications, Communications Director and Communications Manager for L’Oreal and the Director of Global Marketing Communications for Alfred Dunhill.
During his time working for major retailers, Peter oversaw customer service agendas, resetting of purposes and values, Christmas ad campaigns and predictions of the future of the high street. Other prominent roles of Peter’s include Vice President of the Institute of Customer Service, a Member of the HM Government Future High Street Forum and an Ambassador of the Retail Trust and Pride Wide, as well as Leader in Residence at the University of Leeds. Peter has also recently released his first book, 'Start with the Customer', which became an instant bestseller and was recognised as 'the essential text on customer experience' by the Grocer Magazine.
With countless years of retail experience under his belt, Peter is now booked as a speaker for a range of corporate and public events to share his expertise. Helping retailers to remain irresistible to their consumers, Peter shares examples from his time in retail, promoting brand purpose and authentic human connection. Challenging current ideas and thinking, Peter encourages corporate audiences to think about the future of commerce and other business factors such as internal culture and innovation. Ensuring that audiences leave his speeches with a clear vision of the future of retail, book Peter Cross as a retail speaker for your next event to put the future into perspective.
Books
Start with the Customer: How to deliver world-class customer service
Peter's official speaking topics are listed below:
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?
Your Team are Your First Customer
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.
Know Your Eggs
How to elevate and differentiate the service you offer by discovering and standardising small but significant signature moments.
Meet the Customer of the Future
Your opportunity to take a look into the near future and act on what you find.
Inside the Mind of the Modern Customer
Discover the forces shaping modern customer behaviour.
Peter is often booked as a speaker for a range of corporate events, read his latest feedback below.
"Portas's real success stems from her partnership with the international marketing genius Peter Cross" - The Independent
"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, CMO, ITV Studios
"Peter is charismatic, intelligent and highly entertaining. Business needs more like him" - Mary Portas
"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, Senior Content Producer, Fashion & Retail - Hyve Group Plc
"Peter is a trailblazing marketing maven, customer experience colossus and public relations power ranger. I've had the pleasure of knowing Peter for many years and also working with him on several initiatives. It's a genuine pleasure to recommend Peter. A highly effective and passionate leader with a canny eye on tend and creative detail. He delivers high-value powerful activation strategies and compelling communication and CX tactics. Peter is also an exemplary public speaker, holding audiences captive with his magnetic charisma, insightful and impactful insights and engaging delivery. Peter certainly stands out from the crowd" - Justin, Global Director of Brand & Marketing Transformation
- 2025 - Published 'Start with the Customer'
- 2020 - Customer Experience Director for John Lewis Partnership
- 2017 - Customer Experience Director for John Lewis
- 2013 - Communications Director for John Lewis
- 2013 - Managing Partner of Portas
- 2004 - Managing Partner of Yellowdoor
- 1999 - Director of Global Marketing Communications for Alfred Dunhill
- 1996 - Global Director of Communications for L'Oreal
- 1992 - Communications Director for L'Oreal
- 1989 - Communications Manager for L'Oreal
- Vice President of the Institute of Customer Service
- Ambassador of the Retail Trust
- Member of HM Government Future High Street Forum
How to hire Peter Cross
Contact the Champions Speakers Agency to provisionally enquire about hiring Peter Cross for your next event, today. To get in touch, simply call an official booking agent on 0207 1010 553 or email us at [email protected] for more information.
** We do NOT accept requests for autographs, signed merchandise, fan mail, birthday messages or any other non-commercial contact with the speakers or acts. Each speaker on the website may not have necessarily worked with Champions in the past but are known to perform such engagements within the industry.
