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Shaun Smith is Senior Vice President, The Customer Experience Business, Forum Europe, a division of FT Knowledge Limited. He is one of the leading consultants in helping organizations differentiate through customer service and deliver their brand through their people. He is an inspirational presenter with a wealth of worldwide practical experience. He has been featured on the 'Ask The Expert' programme on CNBC a number of times and is the co-editor of the book Uncommon Practice: People Who Deliver a Great Brand Experience. He is also the author of the Organizational Alignment Survey used by companies worldwide to assess organizational performance.
Shaun began his career in the airline industry becoming Head of Customer Service, Sales and Marketing Training worldwide for British Airways. He became Managing-Director of Cathay-Performa consulting specializing in advising airlines on customer service strategies. Shaun then ran his own company, Service Skills International, based in Hong Kong, for eleven years consulting to many leading international companies before joining Forum.
Joe Wheeler is Executive Vice President, Customer Experience Practice, Forum, an FT Knowledge Company. He is based in Forum's Boston office and leads the firm's Customer Experience consulting practice. Over the years he has led many Branded Customer Experience client engagements that have achieved significant business results. Organizations that Joe has worked with include Unilever, RBC Financial, Air Products, Fairmount Hotels, Nortel Networks, FleetBoston, AT&T, and Dow Corning.
A sought-after speaker, he has provided keynote addresses to business executives around the world, including presentations for The Conference Board and various industry associations. He studied Arts and Science at the University of Toronto and Queen's University and earned his MBA from the Edinburgh Business School. He is a loyal customer to many of the brands cited in Managing the Customer Experience with a particular penchant for Krispy Kreme doughnuts!