Member Since: 11th Sep 2006
Shaun 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 is the founder of Smith+co
the leading UK based customer experience consultancy. He is co-author of five acclaimed business
books, his most recent being, ‘On Purpose, delivering a branded customer experience people love’.
Shaun has spoken to audiences across the world and in many sectors. He is a former Fellow of the
Professional Speakers Association and a Member of the Global Speakers Federation. Shaun is a
recipient of the PSAE (Professional Speaking Award of Excellence).
2nd May 2023
Budweiser and the risks and rewards of social activism
Nike and Bud Light have been in the media spotlight over the past two weeks with both brands experiencing significant consumer backlash...Strategy
15th Feb 2023
The five CX fundamentals to focus on in a bear market
The FTSE 100 has just reached a four year high, China is starting to open for business again, and the UK reported GDP growth of 0.1% in...Loyalty
7th Feb 2022
Yum! Brands CMO calls brand purpose "a bunch of crap" - is he right?
“Brand purpose truly is a bunch of crap, because it’s disingenuous. You’re saying, ‘My purpose is to make the world a better place’. No,...Loyalty
22nd Jan 2018
WTF has gone wrong with customer experience management?
According to Forrester’s 2017 CX Index , customer experience quality has plateaued or declined for most industries and companies. The...Engagement
9th Oct 2015
What is a Purposeful Brand - and why should you aspire to be one?
“Every business must serve a social purpose”. These are not the words of a social campaigner or a politician; they are the words of a...Engagement
20th Sep 2015
Why clarity of purpose is a powerful thing for your brand
"When organisational purpose and personal purpose intersect, you get a very powerful force for change for good"* Within hours, over 100,000...Sales performance
14th Mar 2014
Six ways to ensure experience drives IT - not the other way around
What's the next big thing in customer experience? Well, we've been sifting through the array of predictions that every blogger and his...Engagement
1st Mar 2013
Customer experience lessons from the inspiring sugru story
Customer experience expert Shaun Smith explains what we can learn from the success of Jane ni Dhulchaointigh and her product sugru - and...Engagement
13th Dec 2012
Why the 'fifth P' of marketing has been the customer experience trend of 2012
Shaun Smith examines the CEM trend of the year - and the profoundly challenging business behaviours it has heralded. Customer experience,...Engagement
16th May 2012
10 lessons to dispel the customer experience disillusionment
You don't need the Next Big Thing, says Shaun Smith, you just need to get your customer experience management right. I was speaking at a...Engagement