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Business Competition, Future Tense
Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue, and Amex. Four strategies for succeeding in the transparent future.
The Omnichannel Myth
99% of companies that say they’re “omnichannel” aren’t. Three obstacles to overcome before joining the 1% of companies that really are.
After e-Commerce: Immersive Commerce
Today’s programmatic marketing tactic is tomorrow’s smartphone app, so get ready now for an online CX featuring “chatvertising” and bot-to-bot marketing.
Four Ways to Avoid “Post-Disruption Stress Disorder”
PDSD has plagued more than one business, from Kodak to Blockbuster, and from Apple to IBM. Four strategies for beating the next disruption in your own category.
Customer Trust as a Disruptive Innovation
How to out-do your competitors by earning your customers’ trust, and why this can insulate you from the next big disruption in your business.
Digital Disruption for Fun and Profit
Creating your own disruption is a good way to survive radical technological (or regulatory) change, and offense is always more fun than defense.
Proactive Customer Strategy: The Smart Response to Transparency
Now that what customers say about you matters more than what you tell customers about yourself, what your customers want is for you to be proactive on their behalf.
Uber-izing your business
Trust platforms like Airbnb, Uber and Taskrabbit empower customers with the ability to self-organize, eliminating the middle man. Other businesses can, too. And will.
Proactive Trustworthiness is the New Black
New technology drives new expectations. You need a new strategy, good for 2019 and beyond. Grow profitably and stay competitive with Extreme Trust. Four tasks to do so.
Do Your Customers Trust You? Should They? And Do You Trust Them?
If somebody measured every company tomorrow, how would your company rank? What decisions are you making today that create or destroy trust?
What Would a Trustable [insert your company’s name] Look Like?
Do you give refunds proactively? Host customer reviews on your website? Things to show you’re a leader in trustability, while improving business results at the same time.
Balancing Work, Life, and Getting Where You Deserve to Be
Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents. It ain’t easy, but you can do it for fun and profit.
Leading While Female
One of the world’s most acclaimed leaders in customer experience, customer loyalty, trustability, business technologies, and building equity shares her insights from 25 years in the field with clients, companies, CEOs, and real customers.
You Go Girl!
Winning the Millennial Generation by leveraging the increasing power, influence, and authority of women in business. How to structure a truly collaborative and social business enterprise.
What is the Value of a Better Customer Experience?
How to map the CX, improve it, profit from it. How does it help us and help our customers? Why is “customer journey mapping” exactly what’s needed now?
The Customer Dashboard
How to measure your success with customers. Metrics needed to drive your decisions and behaviors, eliminate landmines and build customer equity.
Customer Metrics You Can Bank On
Providing a better CX is costly today, while value is realized tomorrow. Resolve this dilemma to the satisfaction of your CFO. How much more will customers pay if…?
You Can Lead a Man to Data, But You Can’t Make Him Think
Trustworthy data is (1) objective and (2) accurate. That’s half the battle. Five principles for using objective, accurate data to make more scientifically reliable business decisions.
How to Make Data-Driven Decisions Without a Statistics Degree
Anticipating human biases, avoiding statistical errors, and recognizing the limits of the data you have. How to talk with your customer analysts, without equations.
Customer Advocacy: Recruiting Your Best Customers to the Sales Team
The pinnacle of Customer Success Management is customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category
Customer Success: Competing for Sales in the Cloud
SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale.
Social Selling: Arm Your Salespeople
Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights, and referrals.
Managing a Successful Customer-Centric Transformation
The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.
Self-Organizing Your Way to Competitive Success
When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here’s how to make that happen.
Dr. Martha Rogers is a globally recognized thought leader in customer relationship management (CRM) and customer experience (CX) with over 25 years of proven impact. As co-founder of Peppers & Rogers Group, one of the foremost consultancies in customer-centric strategy—she has guided Fortune 500 firms and startups alike in building loyalty-driven, trust-based businesses.
A best-selling author of seminal books like The One to One Future, Return on Customer, and Extreme Trust, Martha blends academic rigor (as a former Duke University adjunct professor) with real-world strategy. She now leads CX Speakers and founded Trustability Metrix, tools that measure and elevate customer trust across organizations, empowering leaders to thrive in a transparent, competitive marketplace.
Dr. Martha Rogers, recognized globally for her groundbreaking work in customer-focused business strategies, is a thought leader who has transformed the landscape of customer relationship management (CRM) and customer experience (CX).
With over 25 years of expertise, Dr. Rogers is the co-founder of the Peppers & Rogers Group, a consultancy that has shaped the strategic direction of Fortune 500 companies and startups alike. As an acclaimed author, keynote speaker, and strategist, her insights into building sustainable, customer-centric business models have empowered organizations to deliver exceptional customer experiences and drive growth.
Her experience in shaping customer-focused strategies is critical for businesses today. In a world where customers are empowered with more choices and higher expectations, her knowledge of how to leverage customer data and technology to create personalized, trusted experiences is invaluable. She has helped organizations from financial services to healthcare adopt data-driven approaches to build meaningful, long-term customer relationships, increase customer satisfaction, and drive profitability. Her thought leadership continues to influence global trends in customer experience management.
Her background as both an academic and a practitioner gives her unparalleled insights into the real-world application of customer strategies. At Duke University, she helped pioneer research in customer-based business strategies, providing a strong theoretical foundation to her work.
Dr. Martha Rogers is considered one of the top authorities in customer relationship management and customer experience strategy, as evidenced by her long-standing influence in the industry. She has spoken at major global conferences, including TEDx and Gartner Symposiums, where her insights have shaped the thinking of senior executives and business leaders around the world. Her consultancy, Peppers & Rogers Group, has been instrumental in helping leading corporations such as IBM, Cisco, and Vodafone create customer strategies that balance profitability with long-term customer trust and loyalty.
Her books have been translated into multiple languages and remain influential texts for marketers, strategists, and customer experience professionals. Additionally, she has been recognized with numerous awards for her thought leadership and contributions to the field of customer strategy. This authority, combined with her continued active role in advising Fortune 500 companies, makes Dr. Rogers a must-book keynote speaker for businesses looking to enhance their customer engagement strategies.
Dr. Martha Rogers is an internationally recognized thought leader in customer experience and business strategy. With over 25 years of experience helping organizations build customer-centric models, her expertise in customer relationship management, loyalty strategies, and trust-building is unparalleled. Her contributions to the field have shaped the way businesses engage with their customers and foster long-term relationships based on mutual trust and value.
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Customer experience pioneer Dr. Martha Rogers explains why trustability, transparency, and customer-first strategy are the ultimate differentiators in a hyperconnected world.
In this 55-minute keynote, Dr. Martha Rogers combines humor, storytelling, and research to show why customer inspiration and trustability are the new foundations of business success. She begins with personal stories about her Southern roots, weaving into her decades of work with Don Peppers on customer-centric strategy. She emphasizes that while products can vary, the only sustainable source of revenue is customers—without them, a company has a hobby, not a business.
Through examples like Uber disrupting New York taxis, she illustrates how customer-driven models reshape markets. Rogers argues that word-of-mouth, transparency, and connectedness matter more than advertising, as customers now tell each other about experiences in real time. She contrasts executives’ self-perceptions—80% believe they deliver superior customer experience—with customers’ views, where only 8% agree, underscoring the CX gap.
Rogers stresses that companies must shift from chasing market share to growing share of customer. She shares stories of brands like Siemens (with a symbolic folding chair for “the customer in the room”), Megapood (radical transparency in supplements), and USAA (proactively refunding premiums to military families) to highlight trustability in practice.
She introduces “extreme trust”—defined as doing things right, doing the right thing, and doing so proactively. Companies that act before customers complain earn long-term loyalty and pricing power. Trustability, she argues, is measurable and directly tied to business performance: customers pay more, forgive mistakes, and remain loyal across generations.
Closing with Harley-Davidson and centuries-old Japanese businesses, Rogers illustrates how strong customer stewardship outlasts products and even industries. Her call to action: eliminate silos, embed trustability into culture, and make every customer interaction a step toward building long-term equity.
00:00 – 02:00 | Introduction: personal roots, humor, and early background.
02:00 – 05:00 | Customer inspiration and why customers are the only true source of revenue.
05:00 – 09:00 | Uber vs New York taxis: how CX disrupts markets.
09:00 – 14:00 | From flowers and bees to Facebook and Snapchat: how customers spread word of mouth.
14:00 – 18:00 | CX perception gap: executives vs customer reality (80% vs 8%).
18:00 – 23:00 | Market share vs share of customer: why the shift matters.
23:00 – 28:00 | Case study: Siemens and the folding chair for “the customer in the room.”
28:00 – 33:00 | Megapood supplements: radical transparency and CX.
33:00 – 38:00 | USAA’s proactive refunds, multi-generational loyalty, and extreme trust.
38:00 – 44:00 | Defining trustability: doing things right, doing the right thing, proactively.
44:00 – 49:00 | Amazon Dash and convenience as a trust advantage.
49:00 – 52:00 | 21st-century KPIs: NPS, loyalty, vulnerability, return on customer.
52:00 – 55:00 | Harley-Davidson, Japanese trust models, and closing call to embed trustability.
A: Customer trust, CRM transformation, customer metrics (ROC), omnichannel execution, digital-CX disruption, and building customer loyalty.Speakers Inc
A: Her blend of strategic insight, academic foundation, and real-world consulting enable organizations to move beyond theory into measurable, trust-centered CX transformation.
A: Her keynotes are high-impact and engaging; workshops and executive sessions are deeply interactive, customized to organizational needs.
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Brent Adamson is a world-renowned researcher, author, presenter, trainer, and advisor to B2B commercial executives. Known as having the “biggest crystal ball in B2B sales,” Brent is the co-author of the best-selling, industry-changing The Challenger Sale and The Challenger Customer. He is also a frequent contributor to well-known business publications, including the Harvard Business Review, […]
Simon T. Bailey is a globally recognized speaker, author, and expert on personal and organizational brilliance. With over two decades of experience, Simon has inspired millions through his dynamic presentations, coaching, and best-selling books. He is a catalyst for positive change, guiding individuals and organizations to discover their inner brilliance and achieve extraordinary success. Simon’s […]
Ryan Estis understands the pulse of modern business like few others can. With 15 years of experience as an ad agency executive, he’s been at the helm of steering companies towards unparalleled success. His journey from corporate leadership to entrepreneurial innovation has equipped him with a unique perspective that resonates powerfully with audiences worldwide. Drawing […]
Dennis Snow is a globally recognized expert in customer experience, leadership, and service excellence. With a distinguished career spanning over three decades, Dennis has dedicated his life to helping organizations create unforgettable customer experiences that drive loyalty and business success. His passion for service excellence stems from his 20 years with the Walt Disney Company, […]
Brittany Hodak is not just a speaker; she’s a force of nature in the world of business and entrepreneurship. With a remarkable track record of inspiring audiences worldwide, she stands as a beacon of insight, innovation, and inspiration. An international keynote speaker and an award-winning business leader, Brittany has left an indelible mark on the […]
David Avrin is a leading authority in marketing, branding, and customer experience, widely recognized as The Visibility Coach. As one of the most sought-after keynote speakers worldwide, he delivers high-energy, content-rich presentations that engage and inspire audiences across North America, Europe, Asia, and the Middle East. From Singapore to Dubai, David’s global reach reflects his […]
Kelly McDonald is a nationally recognized marketing expert, with deep specialization in diversity marketing and business trends. She was named #1 on Successful Meetings magazine’s list of “26 Hot Speakers.” Kelly is the author of How to Market to People Not Like You and has been featured on CNBC, in BusinessWeek, on CNNMoney.com and on Sirius/XM Radio. She works […]
Jason Hewlett is a captivating motivational speaker, seasoned emcee, and accomplished entertainer with a unique blend of humor, inspiration, and talent. Known for his energetic and interactive style, Jason has delighted and motivated audiences worldwide, helping them discover the power of personal authenticity and perseverance. Through his transformative storytelling and musical impressions, he creates a […]
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