CUSTOMER EXPERIENCE EXPERTShaun has been a key catalyst in expanding management attention from the narrow focus on customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organisations worldwide create a compelling customer experience that achieves brand differentiation and long-term customer loyalty.AUTHOR ON CUSTOMER EXPERIENCE, DIFFERENTIATION & EXPERIENCE INNOVATIONShaun's first book, Managing the Customer Experience is regarded by many as the 'how-to' textbook of customer experience practice. His subsequent books focus on those brands that turn this theory into action, achieving real differentiation and customer advocacy. His book 'Bold - how to be brave in business and win' (co-authored with Andy Milligan) tells the story of 14 brands that are transforming their markets through the customer experience. It was awarded management 'e-book of the year' for 2012. Shaun and Andy's latest book, 'On purpose, delivering a branded customer experience people love' examine those brands that have placed brand purpose at the heart of the business and succeeded in creating distinctively different customer experiences.FOUNDER OF THE CUSTOMER EXPERIENCE CONSULTANCY - SMITH+COIn 2002, Shaun founded Smith+co, which true to its name, is firmly rooted in the ‘keep it simple’ ethos. It works internationally to help leaders define their customer experience and align their organisations to deliver it. Smith+co has worked with leading brands like Burberry, PayPal, IHG, Saint Laurent, Estee Lauder, TIAA and many others. It has been awarded one of the 'UK's Leading Management Consultants' by the FT and Statista and is the only UK specialist customer experience consultancy to be recognised. Smith+Co is now part of the Caffeine Partnership founded by Shaun's co-author Andy Milligan. The combined business helps organisations to implement the principles of 'their book 'On Purpose'.ONE OF THE LEADING SPEAKERS ON CUSTOMER EXPERIENCEShaun speaks worldwide on customer experience and has been voted one of the UK's top business speakers. He is a former Fellow of the Professional Speakers Association and Member of the Global Speakers Federation and was presented with the Professional Speaking Award of Excellence. He is also a frequent speaker at the prestigious London Business Forum.