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Summary Profile

Having started her career in Sales in Cape Town, Lynn quickly rose to the Head of International Corporate Sales for a global company in London. Subsequently, she sold luxury property in the Caribbean and has run numerous successful businesses in South Africa.

In addition to her many years of business experience, Lynn continues to invest in her knowledge. In 2006, she attended the Disney Institute - ‘Quality Customer Service’ programme at Disneyworld, Florida and implemented many of the lessons she learned there at Montecasino Corporate Events, which she ran for 10 years. Lynn is returning to Disney in May 2018 to attend the Disney Institute – Customer Experience Summit at Disney World, Los Angeles to further her understanding of the fascinating concept of customer experience. Lynn is also currently studying for a Customer Experience Specialist Certificate with the Customer Experience University.

Due to her passion for public speaking, Lynn also invested heavily in this area of her life. In 2006, she attended an intensive one-on- one training programme with the guru of professional speaking world-wide Professor Ron Arden from San Diego. In 2010, she studied with World Class Speakers USA and qualified as the only Certified World-Class Speaker Coach in Africa. In the same year, she qualified as an Image Consultant from Colourworks International. Lynn is currently Programme Director of the Henley Business School - Executive Speaker Programme.

In 2010 Lynn started Executive Presence, a company that specialises in coaching executives in the art of public speaking, strategic brand development and corporate image. Executive Presence is a term used to describe leaders who have the x-factor in business and Lynn developed a proprietary Executive Presence Model that guides professionals on how to develop these attributes.

Lynn now combines her passion of customer service and public speaking by delivering fast paced and fascinating presentations at company conferences and corporate events on moving beyond merely delivering customer service to driving Customer Experience. During these presentations she explains the difference between customer service and customer experience, as well as the benefits of driving an enhanced experience, including increased sales, decreased customer churn and improved loyalty. Lynn uses a conversational speech style to build rapport with the audience, tells stories to illustrate key points, and shows dynamic video footage to drive home pertinent messages. She shares examples of how the best companies in the world, including Disney, Amazon.com, Starbucks and The Ritz Carlton combine technology with employee engagement to drive successful customer experience strategies.

Lynn's primary objective is to inspire audiences to move on from the mundane tactics they have used in the past to drive sales, and challenges them to consider innovative ways of attracting new customers, increasing sales from current customers and driving loyalty. Audience members are encouraged to reconsider the role they play in the experience of their customers and how they can improve it to boost the company’s bottom line.


Lynn's Showreel - click here.

A presentation designed to inspire all levels of audience to reconsider how they contribute to a successful customer experience in their company.

A presentation designed for management level audiences, that cuts through the clutter and provides the key drivers of creating a successful customer experience strategy.


What is Executive Presence, why do we need it and how do we get it?

Lynn Baker


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