Beyond Customer Service to Driving Customer Experience
The keynote that shifts organisations from reactive service to designed experience — showing every team how their moments shape loyalty, retention and growth.
Details coming soon
Customer Experience Keynote Speaker
Lynn BakerCustomer Experience Keynote Speaker
25+ years specialising in Customer Experience. Disney Institute trained. Storytelling, humour, live audience interaction and practical ideas that audiences act on the next morning — never death by PowerPoint.
The keynotes
Four keynotes, one belief: every moment is an experience.
Each keynote is tailored to your industry, audience and outcomes. Explore the individual keynote experiences below.
Keynote + The Customer Journey Game
All the impact of the flagship keynote combined with the highly successful interactive, experiential business simulation for Customer Experience.
Explore the Journey Game
Welcome to the World of Humanization
Where humanity meets intelligence. A thought-provoking keynote on combining people and AI to create experiences neither could deliver alone.
View the keynote
B2B Customer Experience — Client Partner Experience
For professional services, manufacturing and enterprise teams: how to move from supplier to trusted client partner through deliberate experience design.
View the keynote
See Lynn in action
A glimpse of the stage experience.
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 introduces the World of Humanization and leaves the audience with practical, actionable ideas.
120 min · Keynote + The Customer Journey Game
All the impact of the flagship keynote combined with the highly successful interactive, experiential business simulation for Customer Experience.
'Keynote + The Customer Journey Game' FeesHalf-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
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.”
“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.”
“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!”
“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!”
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
- lynn@cx-company.com
- Response time
- Within 1 business day
- Based in
- Johannesburg · Available worldwide