Peter is one of the world’s foremost authorities on customer behaviour and author of the best selling book ’Start with customer’ which guides businesses of all sectors and sizes through the challenges of building a world class customer service culture in a changing world. Eight years in charge of the customer experience at John Lewis and Waitrose and ten more as Mary Portas’s business partner, mean there are few who can match Peter’s unique blend of strategic and practical experience and venture so confidently into the mind of the 21st century customer. Peter is Vice president at the Institute of Customer Service, an Ambassador for the Retail Trust and Pride Wide, a RETHINK Retail 2025 Top Retail Expert and Leader in Residence at the University of Leeds. Interestingly, he spent the first ten years of his career working for the L’Oréal Professional Products Division and treasures memories of working with many of the industry greats and reformatting and relaunching events such as the L’Oréal Colour Trophy for a new century. Peter speaks to audiences around the world about the art of customer service and employee engagement.