Shaun Smith

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
The bold practices
Delivering your customer experience across multiple channels
Enabling and inspiring your people to deliver the experience
Practical roadmaps for implementing and measuring the experience