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Customer experience expert, author and smith+co founder.


Shaun Smith has been a leader in expanding management attention from the narrow focus on customer service to the wider, more strategic drive towards customer experience. He has developed some of the latest thinking around this subject, helping organisations world-wide to create compelling customer experiences that achieve brand differentiation and customer loyalty.

Current work

Founder of the highly regarded customer experience consultancy Smith+co - firmly rooted in the 'keep it simple' ethos - Shaun has worked with clients in industries including retail, hospitality, financial services and technology to name a few.

Previous experience

Author: The co-author of four acclaimed business books, his latest - Bold: How to be brave in business and win - examines those brands that are transforming their markets through the use of innovative business practices and the use of digital marketing. Bold was awarded CMI's Management 2012 E-Book of the Year.

Presentations: Shaun Smith has spoken to audiences across the world and in many sectors. He is a Fellow of the Professional Speakers Association, a Member of the Global Speakers Federation, and was recently presented with the Professional Speaking Award of Excellence. Rated as one of the top business speakers in the world, Shaun doesn't talk about complex methodologies or magic bullets; instead his approach is refreshingly straightforward, always pragmatic and at times, controversial.

Talking Points

On Purpose - delivering a branded customer experience people love

Eight practices define the essence of being On Purpose. They describe the actions and behaviour of some of the most innovative brands around today. On Purpose workshops and speeches are designed to take executive teams through the principles, case studies and apply the learning in a highly interactive way to your
own organisation.

The bold practices

The bold practices used by innovative companies to differentiate their brand, and how they overcome the challenges and engage their people. Shaun draws on stories and examples that resonate with your audience and inspire new thinking.

Delivering your customer experience across multiple channels

How do you deliver a consistent and differentiated experience across multiple channels, Shaun covers the role of social media and digital marketing and the evolution of the Contact Centre to Experience Centre.

Enabling and inspiring your people to deliver the experience

Developing a holistic strategy aligning product, process and people.

Practical roadmaps for implementing and measuring the experience

What works, what doesn’t and the pitfalls to look out for.
We arranged for Shaun to present to the top 500 of one of our major clients in Poland on customer excellence. He was absolutely fantastic. He was able to engage the audience and explain the principles of customer excellence in a way that they could understand and act upon. The energy was high, there was lots of laughing and the points were made and driven home. We liked his presentation so much that we asked him to speak at the Management conference for PwC in Poland. He delivered a completely different presentation, tailored to our circumstances and managed to wow the audience again. What can I say - I am impressed! PwC Consulting Central Europe

Your well chosen case-studies and thought-provoking insights gave the team the perfect stimulus for some really beneficial discussion and debate. I've had very positive feedback from the team on your presentation and workshop; your contributions have certainly helped to drive a new way of thinking about how we interact with our clients at London Stock Exchange Group. You clearly spent a lot of time getting to know our business and markets, in preparation for your presentation, and your time is very much appreciated.

London Stock Exchange Group

Shaun joined us for our annual conference where we were re-launching our values for all our customer facing staff. Shaun skilfully wove his presentation around the theme of the day, enhancing many of the messages we were giving with his own experience of working with other successful key brands. Shaun’s session on the day helped to pull together our values and sales strategy and gave all of our team a great kick start to get out there and make a difference.

Big Yellow Self Storage

Huge thanks for your fascinating and entertaining presentation at our annual conference. It was pitched perfectly, and quite awe-inspiring. You really energised the conference, and we're very grateful for the work and time you took to contribute so valuably. That Monday morning was quite stunning. The delegates really loved your presentation.

Booksellers Association

We were looking for a high-calibre speaker who could engage with our senior European team around branding and differentiating the customer experience. Shaun did a great job in understanding the brief, preparing for the event, connecting with the group and delivering a powerful message. 102 of the 103 participants strongly agreed that the session had met their objectives in full.

Staples Europe
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