Speakers

Whatever your event, we understand that it represents a significant investment for your business and that finding the right speaker is a key factor in making the occasion a success.

The team at Smith + Co offers a wealth of expertise in speaking at a wide range of event types.

Event Speakers

With Customer Experience as a central and topical theme, each of our speakers specialises in a different aspect of this broad topic, bringing their own extensive knowledge, skills and real-life experience to life to engage, inform and entertain your audience.

Our talks can be adapted to suit a variety of event formats, from a conference keynote to executive seminars, facilitated breakfast briefings and dinner sessions as well as round-the-table debates.  We specialise in thought-provoking and collaborative events to challenge, inspire and motivate listeners, encouraging further discussion and questions.

What We Speak About

Brand Purpose

How to execute business purpose successfully by delivering a branded customer experience people love – achieving exceptional results through exceptional experiences.

The Experience Economy

The shift from products and services to experiences and the opportunities to differentiate within this shifting culture.

Enabling and inspiring your people to deliver the experience

Developing a holistic strategy aligning product, process and people.

Delivering customer experience across multiple channels

The role of social and digital marketing; and the evolution of contact centre to experience centre.

Practical roadmaps for implementing and measuring the experience

What works, what doesn’t and the pitfalls to look out for.

“Our delegates were riveted by what Shaun had to say and I am sure that they will take away with them many new insights on achieving brand differentiation and customer loyalty through the customer experience.​ I would like to thank Shaun for contributing to our conference’s success.”

Matt Jowlett, Leadership Strategy & Capability, RBS

About Our Keynote Speakers

Our experts have established their reputations by working with leadership teams around the world to deliver memorable, distinctive and purposeful customer experiences.

Whether it’s customer experience strategy and implementation, translating customer insight into experience design, or brand alignment – our experts have the tools and experience to support you.

Shaun Smith

Founder of Smith+Co and an internationally established customer experience thought-leader.


How do you inspire people to think innovatively about creating and delivering a distinctive customer experience? Shaun is widely regarded as one of the top customer experience speakers and is a firm advocate of the ‘uncommon practice’ approach to defining customer experience.

Linda Moir

An expert in mobilising teams, Linda led the event services team for the London Olympic Games.

 

How do you mobilise your people to capture the hearts and minds of your customers and deliver ‘the greatest show on earth’? Linda led the Event Services team at the London Olympics where 15,000 volunteer Games Makers hosted 9 million spectators, shattering the belief that British people don’t do service.

Andy Milligan

Managing Partner, Smith + Co Founding Partner, The Caffeine Partnership.

 

A brand expert with twenty years of experience in connecting brand strategy to the CX. The world of branding has become so complex that many people forget the basic principles that make a great brand. Andy’s worked in the world of branding for over 20 years. And in amongst its growing craziness and complexity, it’s good to have a speaker who keeps it simple, stimulating and highly practical.

"I have worked with many consultants, but Smith+Co are unquestionably the best. Based on the very first workshop they conducted for us, our organization became smarter about our customers - and keenly aware of the gaps our current servicing of them resulted in vis-à-vis their expectations. Shaun was a great teacher, leaving our organization more informed and more focused. I would hire them again in an instant.”

Susan Phillips, VP Global, Marketing

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What Our Clients Think

“Smith+Co developed a programme that went beyond the customer experience and helped us to design training that really engaged and brought the whole brand to life. The ‘Personality Experience’ has now been successfully rolled out across GB and the positive impact on both employee and customer experience has had a direct impact on commercial performance. Smith+Co are experts in this area and every member of the team was a pleasure to work with. I would not hesitate to recommend them.”​

Sarah Fussey - Marketing Director, Best Western

“Always forthcoming with great ideas”

“Smith+Co have been working with us on our contact centre solution, Service Cloud. They immersed themselves in our messaging and took the time to really get to know our strategy, enabling them to act as a true partner, always forthcoming with great ideas.”

Marie Byrne – Marketing Manager, Salesforce.com

“Helped us raise the bar on what to deliver”

“Smith+Co helped us turn high-level brand strategy into specific elements of a new branded customer experience that could be delivered in complex operational situations. Their ability to draw on a broad range of perspectives from within and outside our sector helped us raise the bar on what to deliver and consider new ways to make it happen.”

Peter Gowers – CEO, IHG

“We have had an historic year on many fronts and it is due in part to you and your team's strong support. Thank you so much for your wonderful partnership.”

Angela Ahrendts, CEO Burberry

The support, guidance and direction given by Smith+Co have enabled us to create a positive change in the selling culture within the Waterstones business. The approach they took has ensured buy-in at all levels within the business.

“Great insight and innovative thinking”

Smith+Co have supported my businesses over many years providing great insight and innovative thinking. Whether consulting or speaking they provide leading-edge thinking, inspiring teams.

“Smith+Co helped us re-assess the service we were offering our customers and identify opportunities for improving customer satisfaction, by moving from a service based model to providing an ‘experience’ across each consumer touchpoint. They helped us develop a process to identify which parts of the consumer journey we should dial up through a series of benchmarking and research activities; supported in the development of the training cascade and the development of the KPI’s to measure the success. Through this process we have developed a programme across all our brands for national roll-out”​

Chris Good - President UK and Ireland, The Estee Lauder Companies

“To embark on a purpose that is to mobilise the entire organisation is a leap of faith and requires strong leadership and the support of organisations such as Smith+Co to take you on this incredible journey”​

Patrick Dempsey OBE - MD Whitbread Hotels & Restaurants

“Smith+Co created an end-to-end view of our most valuable customers' experience across their life-cycle using our NPS data”

Due to their insights and leadership we not only created an experience which had shared ownership, which drove changes to consistently deliver basics, but was on brand, differentiated and focused our resources and finances to only over-deliver at the key points which made the biggest difference to our customers and our business success.

I have worked with many consultants, but Smith+Co are unquestionably the best. Based on the very first workshop they conducted for us, our organization became smarter about our customers - and keenly aware of the gaps our current servicing of them resulted in vis-à-vis their expectations. Shaun was a great teacher, leaving our organization more informed and more focused. I would hire them again in an instant.”

Susan Phillips, VP Global, Marketing

Smith+Co have a deep understanding of the complexities of customer experience and were extremely effective in helping us to build our brand around customer experience. I recommend that companies focusing on customer experience take advantage of their expertise.

I've had the pleasure of working with Smith+Co several times in the past, and recently worked with them on a project at RBS. They exceeded both mine and my board's expectations, and delivered a fantastic result. Smith+Co are not only experts in their field, but very creative and innovative thinkers and a huge asset to any business change initiative.”

Trent Fulcher – Head of Strategy, RBSIF

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