Travels From United Kingdom
Speaker Topics
The future is local - a new mindset for the future
Peter has always been a passionate advocate of the critical role our high streets play in building thriving communities. From his early days working on a breakthrough report for the UK Government with Mary Portas through to his optimism for post pandemic renaissance , Peter shares his five critical drivers of success which redefine what local might mean for the future of business and the communities they serve.
Read lessMagpies, Merchants and Astronauts: Eternal Truths from a Life in Retail Leadership
Peppered with stories from a life in retail, Peter reveals the most ambitious projects, the craziest ideas and all the highs and lows that have made him the retail leader he is. Whilst insightful and often amusing, these stories reveal the core character traits Peter believes it takes to succeed and win in business.
Read lessMeet the Consumer of the Future
Whilst much has changed irreversibly and there are things none of us saw coming, there are aspects of the modern consumer that remain timeless and universal. Without the babble so often associated with consumer forecasting or contemporary customer experience, Peter shares his view of the core trends that have changed how we shop, live and behave and how all this influences the needs, values and aspirations of the modern shopper.
Read lessMy Golden rules ( and cardinal sins) for outstanding customer service/customer experience
Peter believes that customer service could be one of the unspoken casualties of our age. Sidelined by the pandemic, reduced to CX touchpoints or lost in the opportunities and complexities of digital disruption, Peter reveals the timeless cardinal sins and eternal truths of outstanding customer service across all channels based on first-hand experience and a lifetime serving customers.
Read lessThe future of retail
Peter takes us on a whistle-stop tour of everything that will change in the future of retail based on his deep knowledge of the consumer and the sector peppering it all with tangible examples and personal anecdotes.
Read lessPeter Cross
Shaping the Future of Retail with Innovation, Purpose, and Human Connection
Peter Cross is a visionary leader with over 18 years of experience shaping the future of customer experience and retail. With eight years at the helm of customer experience at John Lewis and another ten as business partner to Mary Portas, Peter has a rare blend of consulting expertise and hands-on, practical experience. With a career defined by his ability to help brands stay irresistible to their audiences, he provides them with the tools to navigate an ever-evolving retail landscape.
Known for his charismatic and candid style, Peter inspires and challenges audiences with his wealth of knowledge. He draws on real-world examples from some of the world’s most iconic brands, offering proven strategies for deepening consumer and employee relationships through brand purpose and authentic human connection. His presentations are laced with tangible insights on everything from disruptive innovation and internal culture to creating what he calls "sticky" brands that stand the test of time.
At John Lewis, Peter oversaw groundbreaking initiatives, from customers spending the night in stores to staff attending theatre school. He helped reset the organisation’s customer service values, spearheaded a Christmas ad campaign that became a global benchmark, and played a pivotal role in Waitrose’s mission to feed the nation. As a consultant, he has reinvented charity shops, launched international cosmetic lines, and guided luxury brands to redefine physical retail in the modern age. He also predicted the future of the high street for the UK Government and helped open one of the world’s largest shopping malls during the global recession.
Peter Cross leaves his audiences not just with a deeper understanding of the future of commerce but also with actionable insights and the motivation to stand out in a crowded market. With Peter, you’ll walk away inspired, ready to make your mark on the world of business and retail.