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Don Peppers        

Marketing & Sales Futurist, Customer Experience Thought Leader, Best-Selling Author

Don Peppers is a best-selling author, blogger, widely-acclaimed keynote speaker and global CX authority.

A marketing futurist and accomplished trend spotter, Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, technologically fast-moving world. His latest book Customer Experience: What, How and Why Now (2016), provides insights and “how to” recommendations for building and maintaining a truly customer-centric business.

Peppers has written nine books with business partner Martha Rogers, collectively selling well over a million copies in 18 languages. Most recently Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits (Penguin, 2016) uses real-world examples to show how rising customer expectations in a more transparent age have permanently altered the competitive landscape. And Managing Customer Experience and Relationships (Wiley, 2017) is the third edition of their graduate-level textbook, originally published in 2003.

Peppers’ and Rogers’ first book, The One To One Future (Doubleday, 1993), put forward a paradigm-shifting idea about the business implications of interactivity that soon evolved into the global CRM movement. BusinessWeek said their book was the “bible of the new marketing,” while Tom Peters chose it as “book of the year” and Inc. Magazine’s editor-in-chief called it “one of the two or three most important business books ever written.”

On the strength of the revolutionary ideas cited in The One to One Future, the Peppers & Rogers Group soon grew into one of the world’s leading customer-centric management consulting firms, helping clients in a variety of industries and geographies make money by using data and interactivity to deliver more reliable and relevant customer experiences.

Now, Don and Martha have once again joined forces to form CX Speakers, designed to deliver keynote presentations, workshops, and thought-leadership consulting focused exclusively on the customer experience and its related topics, which range from digital technologies, disruption, and innovation to customer metrics, social selling, customer success, customer advocacy, trust, and corporate culture. View Speaking Topics

Prior to founding Peppers & Rogers Group and then CX Speakers, Don served as the CEO of Chiat/Day’s direct marketing unit and was a celebrated ad agency “rainmaker” – exploits he celebrates in his entertaining book Life’s a Pitch: Then You Buy (Doubleday, 1995).

Graduating from the U.S. Air Force Academy with a B.S. in astronautical engineering (seriously!), Don claims he was the only actual rocket scientist in the advertising industry. He also has a Master’s in Public Affairs from Princeton University’s Woodrow Wilson School. An avid runner and father of five, he is happily married to Hollywood’s Julia Roberts.*

Speech Topics

Customer Metrics, Big Data and Common Sense Analytics

five presentations are available on gathering, measuring, understanding and using data for success.

Human to the Max

Under this headline, we offer several presentations around using social media and technology to reach your consumers with the understanding that the human touch will always be needed.

CRM: Building Customer Loyalty and ROI in a Changing Economy

Building Customer Relationships

Rules to Break & Laws to Follow: Wrongheaded Thinking in the Past Century

One to One: CRM and the Future of Business

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Return on Customer

Relationship Strength and Loyalty

  • The Three Rs of Loyalty: Relationship, Reward, Recognition

  • At What Price Loyalty? The Six Myths of Customer Loyalty

  • Loyalty IS the New Black: Best Practices and the Value of Relationship Strength

Any of the above themes can be tailored to specific vertical sectors (e.g. CPG/Retail, Education or Development, Financial Services, Public Sector, Pharma/Life Sciences, Travel/Transportation, Telecommunications, etc.) by the use of selected case studies and best practice examples

Metrics for the Long-term

  • Long-Term Leadership in a Short-Term World

  • Return on Customer: Breaking the Rules to Maximize Enterprise Value

  • Have You Looked at Your Data Lately? You Can Get More for Less

  • Customers Are Like Little Financial Assets, with Collective Memory

Looking Forward

  • Herding Cats: Social Networks and How to Leverage Them

  • Tweet, Google, Bing, POP--Ride the Bubble, Avoid the Drop

  • Merging with Our Machines: PMT, WOM and Society

  • The 1to1 Future: Are We There Yet?

Leadership in the New Economic World Order

  • Competing for Trust: Post Crisis Strategies for a Twitter Economy

  • Leadership in Times of Challenge and Opportunity

  • You Can't Outrun a Bear Market, But You Can be Ready for the Recovery

  • Radical Times Require Radical Action: Leaders Needed, Inquire Within


  • Bits, Bytes and Bucks: Monetizing New Technology and Relationships

  • She Blinded Me with Science: Tomorrow Comes Faster Than It Used To

  • Excellence or Innovation? Pick One

  • Innovation & Advantage: Driving Creativity for Competitive Stance

  • The Wisdom of Dissent: Innovative Decisions Require Diverse Points of View

Extreme Trust

  • Becoming Customers Most Trusted Advisors

  • Integrate the “Customer Experience” Directly into Marketing Strategies

  • What Can You Do To Blaze Your Own Trail?

Ethics and Trust as KPI's for Success

  • Violate Your Customers' Trust, and Kiss Your Asset Good-Bye

  • Have I Ever Lied to You? Ethics as the Basis for Business Strategy

  • Cultivating Trust isn't Expensive--It's Essential!

  • Integrity Isn't Elastic: Ethics and Trust Can Never be Part-Time Values

Enterprise Engagement--Enabling Your Brand Ambassadors

  • The Compelling Economics of Enterprise Engagement

  • You Can Lead a Force to Water, But You Can't Make them Think

  • Is Your Corporate Culture an Advantage or an Albatross?

  • The Company You Keep: Employee Culture for Competitive Survival

Data Data Everywhere- But What About Your Costumers

  • How data can be used to create a more customer-centric organization;

  • Best practices in using data analytics to generate and benefit from better customer insight, as well as more trusting customer relationships;

  • Listening for and acting on real-time customer feedback, in order to set up a sense-and-respond marketing and customer service capability; and

  • The problems that plague companies trying to employ analytically sophisticated customer insights.

Customer Experience

  • Bad Service Bulletin: You Can't Un-Google Yourself

  • Please Press " * " for Superlative: The Value of Your Front Line Contact Centers

  • Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks

  • The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

  • It's All About You--Member Relationship Management Comes of Age

Culture of the Customer

  • B-2-C? Say Hello to B-2-We!

  • The 3 C?s of a Sustainable Business--Colleague, Channel, and Customer

  • Murders & Acquisitions: You Get One Chance to Build a Blended Brand

  • If You?re Seeking Customers for Your Products, You Need a New Navigation System

  • Global Efficiency, Local Autonomy and Competitive Advantage

Each of the ideas listed below captures a general theme or discussion context for what Don Peppers and Martha Rogers view as the critical trends in global business. Suggested session titles are just beneath.

Customer Experience

The customer experience is the sum total of all interactions that a customer has with a business across all channels. In the new customer economy, companies that place a stronger emphasis on enhancing the customer experience will gain competitive advantage. View the latest content by 1to1 Media around customer experience that strives to help organizations create experiences that lock in loyalty and drive profits.

Customer Service

Customer service is not just about solving one customer problem at a time. To really improve customer satisfaction, you need an enterprise approach to resolving customer issues, capturing the insight that this interaction generated and communicating it across the organization. This holistic approach creates customer advocacy and engagement. 1to1 Media’s customer services content offers best practices for your customer service strategy and prescriptive advice on how you can increase customer satisfaction and loyalty.

Emerging Trends

1to1 Media highlights emerging business around customer strategy to help you prepare for the future. Stay ahead of the curve with content that brings to light new marketing and business paradigms that will excite, inform and inspire you to think differently about your business.


The future of business marketing starts with the customer, and 1to1 Media experts bring you to the leading edge of strategic thinking. Our innovative ideas will challenge current business and marketing approaches. With expertise that cuts across major industry verticals, our experts have a deep understanding of the value levers that drive growth. View the latest trends and best practices on how a customer focus is driving more efficient and effective marketing.

Social Media

From blogs, to videos, to social forums like Facebook or Twitter, our editors stay on top of the latest trends and best practices around social media. View more 1to1 Media content on social media that will help keep your organization up to speed with the emerging technologies that are re-defining sales, marketing and customer service.

Sales Effectiveness

Sales effectiveness is about managing customers across the customer lifecycle. The goal: build loyalty while focusing on cross-sell and up-sell opportunities that boost the bottom-line. View 1to1 Media content on sales effectiveness to serve your clients across the customer lifecycle, drive bottom-line results, and generate customer loyalty.

Employee Engagement

Happy employees lead to better customer experiences and improved business results. Companies that work toward enhancing employee awareness and showing appreciation in the workplace increase productivity, retention and job satisfaction. 1to1 Media offers the latest content on employee engagement including trends and best practices from companies that are turning employee engagement into customer experiences that get results.

Data Analytics

Data Analytics can help companies form stronger and longer lasting relationships with their customers and ultimately lock in brand loyalty and drive profits. View the latest trends and best practices on data analytics to builder deeper customer relationships, improve customer satisfaction and lock in loyalty.

Customer Strategy

1to1 Media strives to inspire marketers and forward-thinking executives to make customer-based initiatives the centerpiece of their growth strategy. View the latest thinking and content around customer strategy to help your organization stay ahead of the competition.

Customer Loyalty

Customer loyalty is an integral part of creating customer relationships. Gain best practices for locking in brand loyalty and driving profits. 1to1 Media’s content on customer loyalty will help you serve customers, generate bottom-line results and drive customer satisfaction and loyalty.

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