Founder of Smith+Co Consultancy, Bestselling Author on Customer Experience & Named Among Brand Quarterly Magazine’s 50 Marketing Thought Leaders Over 50
Shaun Smith’s Biography:
Shaun Smith is a business and customer experience expert, bestselling author and the Founder of Smith+Co Consultancy, a firm recognised by the Financial Times and Statista as one of the UK’s Leading Management Consultants. Renowned for helping organisations create exceptional customer experiences and purpose-driven cultures, Shaun has advised global brands including Burberry, PayPal, IHG Hotels & Resorts, Saint Laurent, Estée Lauder and TIAA. Drawing on decades of international leadership experience, he is a highly regarded keynote speaker who shares practical strategies on customer experience, leadership, organisational purpose and business transformation, combining real-world insight with proven frameworks that drive lasting results.
Shaun began his career with British Airways as Head of Customer Service, Marketing & Sales Training, where he played a pivotal role in the airline’s pioneering ‘Putting People First’ initiative. Building on this foundation, he became Managing Director of Cathay-Performa Consulting before serving as Group Advisor for Inchcape Pacific and later Vice President of Forum Asia. He subsequently rose to Senior Vice President of The Forum Corporation, advising organisations across the globe before founding Smith+Co Consultancy in 2002. Through his consultancy, Shaun has helped businesses transform customer experience and leadership performance across a wide range of industries.
Alongside his consultancy work, Shaun is an acclaimed author whose books have become essential reading for business leaders. His publications include ‘Managing the Customer Experience’, ‘Bold: How to be Brave in Business & Win’ and ‘On Purpose’. ‘Bold’ was recognised as Management E-book of the Year in 2012 and he received the Professional Speaking Association’s prestigious Award for Excellence in 2013, becoming only the tenth person in the UK to earn the honour. He was also named among Brand Quarterly Magazine’s 50 Marketing Thought Leaders Over 50 and remains a regular contributor to customer experience thought leadership, with one of his articles recognised as a Top 10 feature by MyCustomer in 2023.
A former Fellow of the Professional Speaking Association and member of the Global Speakers Federation, Shaun is also a frequent speaker at the prestigious London Business Forum. His presentations combine compelling case studies with practical business insight, equipping leaders to improve customer loyalty, inspire employees and build purpose-led organisations. With extensive international experience and a reputation for delivering engaging, actionable content, Shaun continues to influence executives seeking sustainable competitive advantage through exceptional customer experience.
Why Hire Shaun Smith?
Shaun Smith delivers engaging, commercially focused keynote presentations that equip audiences with practical tools to improve customer experience, strengthen leadership and build purpose-led organisations. Drawing on decades of advising international brands and leading transformation projects, he shares proven strategies supported by compelling case studies and real business outcomes. A regular speaker at the London Business Forum and recognised by the Professional Speaking Association for his outstanding contribution to professional speaking, Shaun inspires leaders to turn customer insight into measurable business success.
Shaun Smith’s Career Highlights:
Here are some of the key milestones that define Shaun Smith’s remarkable career:
- 2023 – Nominated for the CX Award and recognised after one of his articles was listed among MyCustomer’s Top 10 articles.
- 2015 – Published the bestselling business book ‘On Purpose’.
- 2013 – Received the Professional Speaking Association Award for Excellence, becoming only the tenth recipient in the UK.
- 2011 – Published ‘Bold: How to be Brave in Business & Win’, later recognised as Management E-book of the Year.
- 2002 – Founded Smith+Co Consultancy, which was later recognised among the UK’s Leading Management Consultants by the Financial Times and Statista.
- 2002 – Published ‘Managing the Customer Experience’, establishing himself as a leading authority on customer experience strategy.
- 1997 – Appointed Senior Vice President of The Forum Corporation, advising global organisations on leadership and organisational performance.
- 1995 – Served as Vice President of Forum Asia, leading consulting and executive development programmes across the region.
- 1991 – Became Group Advisor for Inchcape Pacific, supporting leadership and business development initiatives.
- 1980 – Joined British Airways as Head of Customer Service, Marketing & Sales Training, helping deliver the pioneering ‘Putting People First’ customer service programme.
Videos
Shaun Smith’s Official Keynote Speaking Videos & Showreel:
Testimonials
“Thought provoking and from my perspective extremely helpful; it has already changed my thinking about an MIA Council agenda that I have been planning! The feedback on your presentation, both at the event and still coming in, has been exceptional.”Jane Longhurst, Chief Executive, Meeting Industry Association
“We arranged for Shaun to present to the top 500 of one of our major clients in Poland on Customer Excellence. He was absolutely fantastic. He was able to engage the audience and explain the principles of Customer Excellence in a way that they could understand and act upon. The energy was high, there was lots of laughing and the points were made and driven home. We liked his presentation so much that we asked him to speak at the Management conference for PwC in Poland. He delivered a completely different presentation, tailored to our circumstances and managed to wow the audience again. What can I say – I am impressed!” – Andrew, Managing Partner, PwC Consulting Central Europe.
“Your well chosen case-studies and thought-provoking insights gave the team the perfect stimulus for some really beneficial discussion and debate. I’ve had very positive feedback from the team on your presentation and workshop; your contributions have certainly helped to drive a new way of thinking about how we interact with our clients at London Stock Exchange Group. You clearly spent a lot of time getting to know our business and markets, in preparation for your presentation, and your time is very much appreciated”. – Louise, Director, Internal Communications & Online London Stock Exchange Group
Speaking Topics
Shaun Smith’s Official Keynote Topics:
- Sales Strategy
- Customer Engagement
- Customer Services
- Employee Development
- Sales & Marketing
How Much Does Shaun Smith Cost to Hire?
How Much Does it Cost to Hire Shaun Smith?
Shaun Smith’s speaking fees typically reflect their exceptional career and international demand. Engagements vary depending on location, format, and duration; keynote appearances, conferences, and international events may command higher fees due to travel and preparation requirements.
