How long is a typical keynote?

The flagship keynote runs 45–60 minutes. There is also a 120 minute session that combines the keynote with The Customer Journey Game, plus half-day and full-day workshop formats.

Who should be in the room?

Every person, at every level. Executives, managers, sales teams, customer service professionals, contact centre advisors, operations and support staff all leave with practical ideas they can apply immediately.

Is the content tailored to our industry?

Wherever possible, keynotes are shaped around the client's industry, audience and business context. If time allows, Lynn recommends that prior to the conference, attendees complete a short Sentiment Survey beforehand, so that she can customise the content based on audience needs, challenges and current sentiment.

Do delegates get anything to take away?

Yes. Every keynote includes a pre-event briefing and is tailored to your audience, industry and event objectives. Relevant keynote resources, assessments or practical takeaways are included according to the selected keynote experience. For the Welcome to the World of Humanization keynote, that includes the Humanization Sentiment Survey and the Humanization Playbook with 18 practical Quick Win actions.

Lynn Baker - Customer Experience Speaker delivering a keynote on stage

Customer Experience Strategist & Keynote Speaker

Lynn BakerCustomer experience is how you become impossible to replace.

Keynotes that turn everyday customer moments into the reason people choose you, stay with you, and can't imagine going anywhere else — from first CX steps, to AI, to high-stakes B2B relationships.

For 25+ years, Lynn Baker has turned customer experience from a nice idea into commercial strategy — a Disney Institute–trained speaker and six-year Chair of Judges for the International Customer Experience Awards, speaking across Africa, the Middle East, Europe and the UK. She fuses storytelling, humour and live audience interaction into a genuinely non-PowerPoint keynote. No theory for theory's sake — just fresh thinking and ideas audiences can act on the very next morning.

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25+ YEARS

Customer Experience expertise

DISNEY INSTITUTE

Trained in CX excellence

INTERNATIONAL

Africa · Middle East · Europe · UK

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The keynotes

Every keynote. One throughline: become impossible to replace.

Every interaction a customer has with you does one of two things — it makes you easier to replace, or harder to lose. Great customer experience is how you become the second. Whether your audience is beginning its CX journey, navigating AI, or rethinking B2B client relationships, each keynote works toward the same outcome: turning everyday moments into the reason customers choose you, stay with you, and can't imagine going anywhere else. Wherever possible, keynotes are tailored to your industry, your audience and your outcomes.

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B2B Customer Experience Reimagined — Client Partner Experience keynote by Lynn Baker

B2B Customer Experience Reimagined— Client Partner Experience (CPX)

Stop being a vendor. Become an indispensable strategic partner.

For B2B leaders, account directors, sales executives and bid teams who are tired of being one spreadsheet away from being replaced. When a client sees you as a supplier, you compete on product, service and price — and in the end, price always wins. This keynote flips that. It shows your team how to prove impact on the numbers your clients actually answer for: their KPIs, their profitability, their growth. At its core is the Client Partner Experience (CPX) framework — Reframe · Realign · Retain — a practical path out of the vendor trap and into the one position no competitor can undercut: become a partner so that you're the supplier no one replaces.

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Welcome to the Age of Experience

The keynote that turns "customer experience" from a buzzword into a business case.

For audiences beginning their CX journey — and anyone who's still not sure how it differs from customer service. Most organisations think they're competing on product or price. They're not. They're competing on how it feels to do business with them. This keynote demystifies customer experience, shows exactly where service ends and experience begins, and walks audiences through the five stages of the customer journey — Awareness, Consideration, Purchase, Experience, and Loyalty & Advocacy — where every touchpoint and micro-moment quietly decides whether a customer comes back or moves on. By the end, the room understands the one thing that matters most: experience is how you stop being a commodity and start being a choice.

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Welcome to theWorld of Humanization

The future isn't humans versus AI. It's the organisations that make them work together.

For leaders and teams navigating what AI means for their people and their customers. Employee anxiety about AI is real, and pretending otherwise doesn't make it go away. This keynote replaces the fear with a plan: how to combine the empathy, judgement and warmth of your people with the speed and intelligence of AI to create experiences neither could deliver alone. Audiences leave understanding how to use AI to become more productive and more human at the same time — not less. Because in an age when anyone can buy the same technology, the organisations that win won't be the most automated. They'll be the most impossible to replace.

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CX Keynote +The Customer Journey Game

Stop telling your audience about the customer journey. Let them live it.

A two-hour experience for teams who learn by doing, not by listening. This pairs Lynn's keynote with the Customer Journey Game — a business simulation that looks like a board game but is really a mirror of your customer's journey. Teams don't hear about friction, silos and dropped moments; they hit them, feel them, and work out how to fix them together. It's the fastest way to turn an abstract idea into something a team owns. By the end, your people don't just understand the customer's experience — they've walked through it, and they know exactly where they make the organisation harder to leave.

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Customer Service Week 2026 Customer Journey Game experience by Lynn Baker

Customer Service Week 2026 · 5–9 OctoberThe Customer Journey Game Experience

Turn Customer Service Week into the week your people see the business through the customer's eyes.

A professionally facilitated, two-hour employee experience built to recognise your people and sharpen how they serve. The session runs in three parts: a 30-minute keynote to set the scene, 60 minutes of the Customer Journey Game to put the team inside the customer's experience, and a 30-minute insight session that turns what frontline staff know into practical improvements you can act on. It's more than a feel-good event — it's how you turn your frontline into the reason customers stay.

View the Customer Service Week Offer

See Lynn in action

A glimpse of the stage experience.

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Why Lynn Baker

A strategist first — and a speaker audiences don't forget.

Lynn Baker has spent more than 25 years turning customer experience from a nice idea into commercial strategy. She is the founder and CEO of the Customer Experience Institute South Africa (CX Institute SA) and CX University SA, served as Chair of Judges for the International Customer Experience Awards for six years, trained at the Disney Institute, and was named among the Top 50 Women in CX. It's the kind of track record that earns a seat in the boardroom — in the strategy conversation, not just on the conference programme.

Then she takes the stage. Lynn is a genuinely non-PowerPoint speaker who fuses powerful storytelling, humour, real business examples and live audience interaction to make CX something people can see, feel and act on. She doesn't simply talk about customer experience — she helps audiences understand it, experience it, and live it the next morning.

Founder & CEO · CX Institute SA & CX University SA
Chair of Judges · International CX Awards (6 years)
Creator · CPX (Client Partner Experience) framework
Disney Institute trained
Top 50 Women in CX
Creator · The Customer Journey Game

Book Lynn to speak at your next conference, leadership event or customer experience offsite.

Available for in-person and virtual keynotes across South Africa, the Middle East, Europe and the UK.

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Formats & delivery

A keynote shaped for your audience, your event and your outcomes.

45–60 min keynote

A high-impact opening or closing keynote that shifts thinking, inspires action and leaves audiences with practical ideas they can apply immediately.

120 min · Keynote + The Customer Journey Game

Take your audience beyond listening and get them actively experiencing a real customer experience. This powerful combination brings together Lynn’s inspirational keynote and the interactive Customer Journey Game business simulation.

Half-day workshop

An interactive, facilitated session where teams unpack the Humanization Framework and apply it to their own customer challenges.

Virtual / hybrid session

The same high energy, high content keynote experience designed for remote and hybrid audiences without losing the impact.

Panel / fireside chat

A conversational format that lets Lynn explore AI, customer experience and leadership alongside your moderators and other guests.

Available worldwide

Based in Johannesburg, with experience across South Africa, the Middle East, Europe and beyond. In-person or virtual — whatever works.

What event planners & executives say

TESTIMONIALSBooked by the people who know the room.

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“Lynn delivered a riveting keynote speech at the Standard Bank Leadership Conference, which contained relevant and thought provoking content. She immediately drew in the audience and had them locked in for the full duration of the address.”

— Marketing Manager, Standard Bank Namibia

“Lynn's presentations hugely contributed in making both these events impactful and memorable — both from a content and from a professional speaker perspective. She succeeded in capturing the attention of the audience through globally representative stories and examples.”

— Head: Client Experience Management, Retail, Nedbank Limited

“A total winner. Such an inspiration. It was short, sweet, simple, yet FREAKING DYNAMIC! Loved Lynn's talk — customer experience is the only way to go for the future!”

— Delegate feedback, Pfizer Sales Conference

“Your delivery style was inspirational and we have received excellent feedback on the structured content you delivered. The examples referred to were spot on and the journey mapping you introduced is what people left talking about. Great job!”

— Adnan Butt, CEO, TouchPoints Dubai, United Arab Emirates

Trusted by leading organisations