Leo Smith Email & Phone Number

Cincinnati, Oh, Us

Responsible for driving the advancement of an enterprise customer experience practice along with establishing a leadership accountability structure that fosters continuous improvement, elevates customer and employee experiences, retention, advocacy and resulting business growth.Owner of strategic planning initiatives that equip top leadership with business critical customer insights, market conditions, industry factors and competitive intelligence that influence strategic planning and maximize desired business outcomes. o In 2022 93.3% of top company leaders stated that information they receive has been “Extremely Effective” for influencing strategic plans and 85.1% state that the information has “Shifted their perspectives.”Responsible for transforming and continuously evolving culture from “customer aware” to “customer obsessed” by 2025 along with the associated mechanisms for measuring its progression. o Increased customer understanding across the enterprise 52.3% since 2019 to 81.4% of goal as measured by maturity study. o Evolved enterprise culture from “developing (aware)” to “defined” to “advanced” within 3-years, previously a 5 year bogey. o Continued persistent efforts suggest favorable trajectory and advancing to “customer obsessed” two full years ahead of goal.Develop rigor that will enable customer centered experience design at scale and its application into sales, marketing, customer service, operations and other key areas across the enterprise. o 2019 through 2021 efforts have rapidly progressed experience design application up 37.4% through the same period reaching 98.2% of goal, also two years ahead of plan. Customer advocate and champion for driving continuous “differentiating” change through collaborative innovation and accompanying strategic planning and execution with urgency and excellence.

San Francisco, Ca, Us

Spigit (now Planview) is the largest provider of innovation management software to some of the world’s foremost companies, including AT&T, Citi, Duke Energy, MetLife, Pfizer, IBM, Unilever, UnitedHealth Group and more. Spigit enables its customers to harness the collective intelligence of their employees, customers, and partners to solve today’s problems, maximize tomorrow’s opportunities and accelerate innovation. – Special assignment to quickly position Spigit for optimum acquisition opportunity.– This was done by bolstering C-Suite relationships with Spigit’s top Fortune 500 clients and helping them maximize their potential with the platform.– As a prior practitioner, leveraged a variety of proven use cases to substantiate the power of the platform and then determine business need and appropriate application.– Worked with leadership to prioritize by strategic fit, cost, time and business value.– Once reengaged, organized and led cross-functional and cross-company teams to implement initiatives for realizing desired business outcomes at an extremely accelerated pace.– Established KPIs that would determine the ultimate ROI/business impact.– Successfully extended contractual obligations between 1 and 5 years.– Spigit was successfully acquired in late 2018.Spigit's global HQ is in San Francisco, European HQ in London, and Asia-Pacific HQ is in Sydney.

Cincinnati, Ohio, Us

• Owner of CX-focused collaborative innovation at Fifth Third Bank• Deep dive into gaps identified by customer satisfaction data to uncover root cause and associated opportunities for mitigation and sustained improvement.• Harnessing the voice of the customer and employee via innovation events as well as “blue sky” 24/7 open ideation for new product and process ideation.• Identification and elimination of roadblocks preventing employees from delivering significantly differentiated customer experience.• Launched an “Always On” collaboration portal via the Spigit social platform for Continuous Improvement to processes and products elevating both the employee and customer experience.• Brough to life opportunity to utilize social collaboration platform for a broader aperture into gaps identified by customer survey data, dips in the customer (and employee) journey and points of insertion with Fifth Third’s Agile-like methodology • Architected ROI capture capabilities measuring realized and prospective impact of employee ideation to; revenue; efficiency/cost avoidance; customer experience; employee engagement and complaint reduction. • Embedded enterprise-wide culture of innovation through the adoption of the Spigit innovation management platform as well as establishing a means of tracking the progression of game-changing solutions through the lifecycle from idea, to action, to results.

Cincinnati, Ohio, Us

Cincinnati, Ohio, Us

Marketing Consulting and Procurement Group• Provided dedicated onsite marketing, design, procurement and fulfillment support to US based Fortune 500 companies.• Faith placed dedicated staff, focused solely on one contractual client at a time, directly into the heart of organizations requiring expert support from concept to completion without the fully loaded costs or head-count of full time employees.

• Focused on emerging market growth opportunities, ultimately negotiating national and international partnerships and contracts for purchase power and significant volume discounts.• This ultimately led to vendor relationships that formed to become the International Printers Network (IPN). • This unique partnership not only allowed for volume discounts, but also the ability to receive priority as allotments for materials was key to business success at the time.• The IPN also led to the creation of global on-demand international newspapers printed worldwide for traveling business executives (obviously this was prior the current internet).

• Responsible for corporate procurement services up to $200 million annually.• This included sealed bid RFPs, onsite visits and vendor selection.• Along with Legal, involved in new, amended and extended contract negotiations.

• Responsible for staff of 60 management employees throughout Bellcore's six NJ and one Illinois-based corporate facilities. • P&L accountability, staffing, business planning, budget forecasting, associated reporting and strict brand, regulatory and risk compliance.

• Managed staff of 22 with five direct reports responsible for all marketing, sales delivery and presentation materials of the company.• High-volume overflow management via staff additions, temps and vendors to meet the high demand and critical deadlines (patents).

• Responsible for design and production of sales delivery and presentation materials through all channels including animation for technical explanation of R&D products.• Perfect attendance during entire Bell system career (10+ Years).