Shaun Smith speaks and consults internationally on the subject of the customer experience. His first book ‘Uncommon Practice - people who deliver a great brand experience’ investigates how leading brands differentiate. His second book ‘Managing the Customer Experience - turning customers into advocates’ is considered to be a landmark text book on how to create branded customer experiences. His latest book ‘See, Feel, Think, Do – the power of instinct in business’ investigates the role of instinct and innovation in customer experience. For more information check his website or you can follow Shaun on Twitter.