Hamish Taylor, an award-winning CEO and inspirational speaker, has had a distinguished career spanning several major companies. He began at Procter and Gamble, moved to consultancy firm Price Waterhouse, and then joined British Airways. He later became CEO of Eurostar, The Channel Tunnel railway, and subsequently CEO of Sainsbury’s Bank.
Throughout his career, Hamish has driven significant business growth by challenging conventional practices. His innovative approach has made him a sought-after advisor for organisations worldwide across various industries. The Inspired Leaders Network dubbed him “Masterthief” for his ability to transfer ideas between sectors effectively.
Hamish’s keynotes are known for their engaging and thought-provoking content, combining real-life stories with practical advice. He regularly appears in broadcast media and advises some of the world’s largest companies and governments on innovation, customer focus, and leadership.
Hamish Taylor emphasizes the need to change how we understand our customers, whether they are internal or external. By shifting our perspective, we can uncover new insights and avoid repetitive solutions. Drawing from real cases in his background, Hamish will illustrate concepts like soft insights, the customer’s customer, the ability to share, blank sheet thinking, and focusing on the individual. Attendees will learn how these approaches have led to new understandings for his many clients.
Hamish Taylor's customer promise model emphasizes that customers buy benefits, not just products or services. This approach, developed in consumer goods and applied by Hamish at BA, Eurostar, Sainsbury's, and various service industries, redefines the value offered to customers. By focusing on customer benefits, businesses can achieve significant breakthroughs in innovation and ensure the customer is at the heart of all activities. Attendees will learn how to implement this model to enhance customer value and drive major improvements in their organizations.
Hamish Taylor emphasizes the importance of seeking breakthroughs by looking beyond one's current environment. As an outsider in various industries, he has witnessed firsthand the benefits of introducing fresh perspectives, such as yacht designers creating airplane beds and Disney improving airport queuing. Hamish will demonstrate how this approach can be applied to leadership, processes, and emotions. He draws lessons from diverse fields, including business, sports, the arts, and education. Attendees will learn how to harness innovative thinking from various sources to drive success in their own organizations.
Hamish Taylor emphasizes that engaging with both internal and external customers goes beyond mere communication. Drawing lessons from the advertising world, he highlights the importance of ambition and actionable models from companies like BA. Hamish will share how leadership for genuine engagement demands a radically different approach. Attendees will learn innovative strategies to transform their customer engagement practices.
