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Navigating customer experience (CX) requires a touch of finesse, strategic insights, and a seasoned hand at the helm. With roots planted firmly in NASA's KSC Space Shuttle Launch Control team, I have since steered the course for mission-focused - customer-centric transformations at industry stalwarts like Symantec, Yahoo!, and Sage. As the beacon guiding Vector Business Navigation, I draw from this vast reservoir of knowledge, offering businesses a compass to illuminate their path in the complex seas of CX.Every successful venture is underpinned by numbers, and the track record since founding Vector Business Navigation in 2015 bears testament to our efficacy: an unwavering average of $210k/quarter in sales for 25 consecutive quarters. But beyond mere statistics, it's our unique approach that distinguishes us. We meticulously chart the business landscapes, erecting "CX Lighthouses" that cast a guiding light, ensuring safe and lucrative transactions. These lighthouses don't just mark the way; they sculpt memorable brand connections, creating an indelible imprint on the customer's psyche.At the core of my philosophy is a deceptively simple tenet: experience a company from the lens of an outsider. Align every nuance of brand promise with the discerning eyes of a customer. It's a credo that has been the cornerstone of my roles, both as the President & Chairman of the Board for the Consortium for Service Innovation and as a Board member of the Customer Experience Professional Association.The embodiment of service innovation isn't mere words; it's mirrored in results. Leading Sage Software's customer experience strategy, I ushered in customer engagement innovations, reduced costs by 22%, and drove 40% higher NPS, 30% higher 1st-year retention, and double-digit renewal rate improvements while reducing the average cost per resolved answer by over 75%, within a three-year span, even amidst an annual pricing uptick while saving. My tenure at Yahoo! was marked by creating an online help platform catering to 650M users, servicing over 24m self-help sessions each month, with a linguistic diversity spanning 28 languages that saved Yahoo over $2.6m annually.Central to my mission is a singular vision: To immerse organizations in the essence of their identity, seen through the perspectives of customers, partners, and employees.If your goals align with this approach, I encourage you to delve deeper into what we offer at Vector Business Navigation: http://www.vectorbn.com/.
Vector Business Navigation, Inc.
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Founder And PresidentVector Business Navigation, Inc.Irvine, Ca, Us
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Founder / PresidentVector Business Navigation, Inc. Sep 2015 - PresentWhat is Vector?Vector helps companies increase loyalty, retention, and growth by identifying and fixing customer and employee pain points. How does Vector do this?* We get an understanding of what customers and employees are experiencing.* We help identify the experience you want your customers and employees to have* We align leaders around a big-picture view of what’s currently happening and a vision of where we’re headed next. We identify what’s not currently working, and make a plan to address those issues.Leveraging decades of experience and over 50 client engagements, we know how to quickly identify, unlock and realize the trapped or lost value concealed across your organization. Get started with our fully immersive offsite leadership programs that help your leaders see and feel what it’s like to do business with your organization so that you can build and protect the uniquely branded promises that customers want, which in turn, define and defend your place in the marketplace. Let’s connect and talk about your story and vision today!
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President And Chairman Of The Board Of DirectorsConsortium For Service Innovation Jun 2008 - PresentBoston, Seattle, Dallas, Las Vegas, UsAs President of the board for the The Consortium for Service Innovation I work closely with the Executive Director of this not-for-profit organization to seek to link the latest academic thinking from thought leaders across a variety of disciplines focused on the outcome of innovative service models, strategies, practices and standards that are operational piloted and verified by it’s members.I actively promote and advance the mission of the Consortium; to advance the state of the art in customer interactions by developing innovative strategies, models and standards through public speaking, consortium knowledge reuse, and through Consortium hosted events.http://www.serviceinnovation.org/ -
Board Advisor And Co-FounderTribecx Dec 2016 - PresentLondon, GbWorking with 4 other international founders, we brought TribeCX.com to market over the course of 2016, and spent 2017 optimizing the business models and growing an international client list of engaged practitioners. I led the digital design, subscription model, and the UX of how we designed the TribeCX suite of tools, tutorials and virtual coaching of CX practitioners through an online platform as well as helped create a number of toolkits. Now that we've successfully recruited new commercial leader it's time for me to step aside as a full time leader and allow TribeCX to iterate into it's next phase of evolution as I continue to focus my own firm; Vector Business Navigation, Inc. I once read the best thing a co-founder can do, is to know when it's time to exit - I thank Biz Stone for that advice. Now I work with the TribeCX as a part of their global board advisors - coaching and mentoring their clients on the best ways to create the internal business capacity and culture needed for CX success. -
Summer SabbaticalSage Jul 2015 - Oct 2015Newcastle Upon Tyne, GbI am blessed to have taken a short break, taking time with my family to honor them for their contributions and sacrifices made while building Sage into a world-class, customer-focused global company. I led my family of five into extended Hawaiian excursions and intensive snorkeling fitness training before the school year starts. This time was invested to mentally recharge and renew while focusing on my not-for-profit board work at the Consortium for Service Innovation, my community service work, and investing professionally in my next career steps. -
Executive Vp – Global Customer ExperienceSage Feb 2015 - Jul 2015Newcastle Upon Tyne, Gb• Promoted to expand customer experience excellence efforts worldwide to include 24 countries, 28 languages and 80 products• Manage a team of 75 employees tasked with expanding the N.A. support model to leverage benefits globally • Created an on-boarding process that defines international training standards and company best practices • Built internal and choose external cutting-edge tools that are the basis of the new global customer support system
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Executive Vp – North American Customer ExperienceSage Jul 2012 - Jan 2015Newcastle Upon Tyne, Gb• Managed 9 VPs and 750 employees, creating a new customer experience strategy across North America • Collapsed 11 support functions into 1 model that reduced operating costs by 20% and drop our average costs from $25.21 to $8 per answer• Increased customer Net Promoter Survey (NPS) scores 2% over 3 years despite raising prices 9% annually • Cut the annual run-rate budget from $74M to $41M over 3 years, while increasing total answers resolution capacity by 635% • Created a peer-to-peer support network that grew to 500K users in 3 years, increasing renewal rate by 9% annuallyhttp://sagecity.na.sage.com
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Acting Chief Marketing Officer & Evp N.A. Customer ExperienceSage Nov 2012 - Aug 2013Newcastle Upon Tyne, Gb• Stepped in as CMO while maintaining the previous role, managing a team of 50+ people and several vendors • Led and streamlined all branding, PR, digital marketing, events, social media and competitive intelligence efforts • Rolled out a new global brand campaign, including a nationwide executive RV tour visiting customers/businesses • Renegotiated contracts and consolidated vendors from 148 down to 15, saving the company 25% in advertising• Consolidated internal digital marketing efforts among 11 groups, reducing head count from 75 to 30 employees• Wrote over 30 industry articles, spoke at conferences, participated in trade shows and led the customer summithttp://www.sage.com/us/sage-advice
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Support Services Advisory Board MemberTechnology Services Industry Association (Tsia) Dec 2011 - Jan 2013San Diego, Ca, UsAs a member of their industry Support Service Advisory board - I work with the executive director mission to strengthen the support service discipline within the technology services industry, improve the operating & financial results of support service organizations, enhance support service careers by defining important industry issues, trends and opportunities. http://tsia.com/ -
Vice President – Customer Experience GroupYahoo! Jan 2011 - Jul 2012Sunnyvale, Ca, Us• Managed a 40-person, cross-functional team building 4 new customer experiences across Yahoo product groups• Voice of the Customer – exposed all employees to feedback and established the customer-first company culture• Journey Mapping & Persona Development – leveraged customer data to preempt support needs and information• Help Experience Design – ranked support tickets by impact on revenue/cost and customized support accordingly• Vendor Management – renegotiated several contracts with a $30M budget, resulting in $1M in annual savings -
Global Vp Of Support ExperienceYahoo! Nov 2009 - Jan 2011Sunnyvale, Ca, Us• Managed 25 employees, building an online help experience for yahoo products that served 650M+ in 28 languages• Increased self-help from 22M to 27M per month, reducing the caseload by 37% and enabling social media support• Launched the internal knowledge center support initiative, assisting 900 agents worldwide in supporting customers http://help.yahoo.com
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Advisory Board MemberThe Service Council Sep 2010 - Jul 2012Boston, Massachusetts, Us• I was one of the original members of this exclusive community of Services Executives representing global, industry-leading, service-centric businesses. • I was intrigued with the idea of providing a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the each other’s strategies deployed by Global Service Leaders.• I was honored to help get this council off the groundhttp://theservicecouncil.com/ -
Sr Director/Architect Of Online Support ExperienceSymantec Mar 2008 - Nov 2009San Jose, California, Us• Managed 5 direct reports and oversaw 30+ in the creation of a comprehensive self-help online support system• Consolidated 9 systems into one unified interface, reducing support costs by 30% and improving overall quality• Developed/led a corporate-wide business architecture committee, developing a roadmap that prioritized funding -
Director Of Business Development & Sales – Southeast RegionInquira Jul 2007 - Feb 2008• One of the early employees in a new tech startup, consistently meeting goals for a $1.5M annual quota • Acted as company spokesperson at conferences and wrote field marketing papers for sales people and customers
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Global Vp Customer Support, Commerce, Communications & Content GroupsVerisign Dec 2006 - Jul 2007Reston, Virginia (Va), Us• Led the final integration of 5 acquisitions, building a unified customer support team across the U.S. and Europe• Analyzed/streamlined overall standards/processes and reduced attrition from 35% to roughly 4% within 3 months -
Global Vp Technical Product SupportOpenwave Systems Jun 2005 - Dec 2006Redwood City, Us• Managed a global team of 140 tech support staff with a $130M P & L center, generating 82% margin on services• Oversaw entire software release/service cycle, maintaining the customer base and helping secure new business• Created a self-help customer database that increased margins by 6% and reduced overall ticket backlog by 50% -
Director Of Professional Services & Technical Support OperationsOpenwave Systems Mar 2001 - Jun 2005Redwood City, Us• Managed 15 direct reports overseeing 100+ in optimizing global network availability, reliability and performance• Created a program that assessed/fixed client systems, minimizing downtime and generating $3M in added revenue
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Sr Program Manager - Project Tsunami Y2K Readiness Global Program LeadOracle May 1996 - Mar 2001Austin, Texas, Us• Led global cross functional team (35 person) ; responsible for the design of Oracle Support Services key eBusiness/customer facing changes • Led Global Y2K Global Corporate Contingency planning and readiness program, overseeing 16 month, $17m program to coordinating the efforts of 45,000+ regional employees across the Americas, Asia Pacific, EMEA & Japan• Reporting to EVP of Support Services with accountability to Board of directors, and Executive Steering Committee as well as regular readouts external communications readouts for PR & our top customers• Front line support manager (RDBMS - 28 person team), Support Operations PMO change agent -
Project Engineer / Program Manager, Lps GroupUnited Space Alliance 1995 - 1996Houston, Tx, Us• Lead 25 person USA/LMSO/NASA team, to study Johnson Space Center, Mission Control Room modernization effort of control room systems. • Lead 15-person team charged with certifying a new PC/DOS based AI systems was compliant to NASA Manned Space Flight System requirements. Deployed certified system across 8 NASA sites -
Launch Team Systems Engineer - Sr. Project ManagerLockheed Martin 1988 - 1995Bethesda, Md, Us• Trained Firing Room Console Operator for the Ground Launching Sequence (GLS) systems tasked with automatically launching the space shuttle from T-40mins through liftoff monitoring over 75,000 functional designators at sample rates of up to 1000/sec. • Softward Data Quallty Mgr - Verified all Shuttle software modifications were per approved NASA change processes while assuring technical content of each change package. • Ran Shuttle data retrieval help desk providing both phone & personal technical support to world engineering community. Managed secret clearance data review room and was responsible for mission critical DOD classified launch data -
General ManagerMerritt Island Air Service 1982 - 1988• Managed 17 persons - Management of Flight school, FAA PART-135 Air Charter, Aircraft rental, Aircraft service/maintenance & Fuel service
Bradford Smith, Ccxp Skills
Bradford Smith, Ccxp Education Details
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Ucf College Of BusinessManagement Info Systems -
Eastern Florida State CollegeGeneral
Frequently Asked Questions about Bradford Smith, Ccxp
What company does Bradford Smith, Ccxp work for?
Bradford Smith, Ccxp works for Vector Business Navigation, Inc.
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Bradford Smith, Ccxp's current role is Founder and President.
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Bradford Smith, Ccxp attended Ucf College Of Business, Eastern Florida State College.
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Bradford Smith, Ccxp has skills like Enterprise Software, Crm, Strategy, Cross Functional Team Leadership, Product Management, Program Management, Leadership, Customer Experience, Management, Cloud Computing, Saas, Process Improvement.
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