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?

Every delegate is invited to download The Humanization Blueprint — a practical roadmap built on the three Humanization principles (Reframe, Realign, Retain) with 18 quick wins they can apply immediately.

Does Lynn travel internationally?

Yes. Lynn is based in Johannesburg and has delivered keynotes across South Africa, the Middle East, Europe and beyond. Virtual and hybrid sessions are also available.

What are Lynn's speaker fees?

Fees depend on format, duration, audience size and location. Full South African and international fee guidelines are published on the Speaker Fees page, or ask for a proposal through the enquiry form.

How quickly will we hear back?

Enquiries are answered within one business day with availability, format options and a proposal.

Lynn Baker - Customer Experience Speaker delivering a keynote on stage

Customer Experience Keynote Speaker

Lynn BakerCustomer Experience Keynote SpeakerCustomer Experience Keynotes That Shift Thinking, Change Behaviour and Drive Business Growth.

With 25+ years specialising in Customer Experience and training from the Disney Institute, Lynn Baker is renowned for delivering keynote experiences that shift thinking and change behaviour. Combining powerful storytelling, humour, live audience interaction and practical ideas, Lynn turns Customer Experience into something audiences can see, feel and act on. No death by PowerPoint. No theory for theory's sake. Just memorable moments, fresh thinking and actionable ideas audiences can put to work the very next morning.

Book a Discovery Call Speaker Fees

The keynotes

Each keynote - one central message: every moment your customer engages with you is an experience - make every moment count!

Wherever possible, keynotes are tailored to your industry, your audience and your outcomes. Explore the keynote experiences below and let Lynn know how she can help you.

Welcome to the Age of ExperienceMoving Beyond Customer Service to Driving Customer Experience

Welcome to the Age of Experience is an inspirational, engaging and informative introduction to the process, value and commercial power of customer experience. Designed for audiences who want to understand CX and why it matters, this keynote demystifies customer experience, explains how it differs from customer service and reveals how everyday interactions influence customer acquisition, retention, loyalty, advocacy and sustainable business growth. Audiences discover how the customer journey extends across five broad stages—Awareness, Consideration, Purchase, Experience, and Loyalty and Advocacy—and how each stage contains multiple touchpoints and micro-moments that shape the customer's perception of an organisation.

View the Keynote

Welcome to the Age of Experience 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 power of interaction with the Customer Journey Game - a business simulation that looks like a board game; but in reality, it’s a reflection of your customer’s journey.

Explore the Journey Game

Welcome to theWorld of Humanization

The future should not be about humans versus AI. It should be about how humans and AI work together to create experiences neither could deliver alone. Discover how combining the humanity of people with the intelligence and efficiency of AI can create extraordinary customer experiences. Employee anxiety about AI is real. Now is the time to help people understand and embrace AI—so they can become more productive, work more efficiently and contribute confidently to the future of the business.

View the Keynote

B2B Customer Experience Reimagined— Client Partner Experience (CPX)

Designed for B2B leaders, account managers, sales executives, bid teams and account directors who are tired of being one spreadsheet away from being replaced. This keynote challenges B2B teams to stop competing on products, services and price alone—and start proving their impact on the outcomes their clients value most: KPIs, profitability and growth. Introducing the Reframe · Realign · Retain framework—a practical path to escape the vendor trap, demonstrate your value and become the strategic partner your clients cannot afford to lose.

View the keynote Explore the B2B keynote page

See Lynn in action

A glimpse of the stage experience.

Watch on YouTube

Why Lynn Baker

A leading Customer Experience Strategist.

With more than 25 years specialising in Customer Experience, Lynn Baker is a leading keynote speaker and business strategist.

Disney Institute trained, Lynn served as Chair of Judges for the International Customer Experience Awards for six years, and is the founding CEO of the CX Institute SA and CX University SA.

Her presentations combine powerful storytelling, humour, practical business examples, audience interaction and actionable insights that challenge conventional thinking and inspire immediate action. Lynn doesn't simply talk about Customer Experience — she helps audiences understand it, experience it, and most importantly, live it.

Disney Institute trained
Chair of Judges · Int'l CX Awards
Founding CEO · CX Institute & CX University SA
Top 50 Women in CX (2019)

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

'Keynote + The Customer Journey Game' Fees

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.

Speaker Fees

What event planners & executives say

Booked by the people who know the room.

“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

Frequently asked

Booking Lynn, answered.

Send enquiry / book keynote

Tell us about your event. We'll be in touch within one business day.

Every keynote is tailored to your industry, audience and business context. Share a few details and we'll come back with availability, formats and a proposal.

Book a Discovery Call Email Lynn Call Lynn +27824575752 WhatsApp Lynn Connect on LinkedIn

Email: lynn@cx-company.com
Response time: Within 1 business day
Based in: Johannesburg · Available worldwide