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Shaun Smith

Shaun Smith is Senior Vice President of Forum's Customer Experience Business. Forum, an FT Knowledge company, is a global workplace-learning corporation. Shaun is responsible for directing client projects that address a wide range of business issues including: managing and sustaining customer-focused change and helping companies define and deliver customer experiences that differentiate their brands.

Previously, he ran his own consultancy company, Service Skills International Ltd based in Hong Kong. Past and present clients include Sainsbury's, Westin Hotels, Microsoft, Toyota, Disney Corporation, British Airways, The Royal Festival Hall, Cathay Pacific Airways, and Ferrari UK.

Andy Milligan is the Director of Interbrand's Internal Brand Management practice, advising clients on issues regarding internal communications and organizational alignment behind the brand. Interbrand is the world's leading branding consultancy.

He is a graduate in English from Oxford University, and went on to train at drama school in London, before joining the world of business. At Interbrand his international assignments have been for organizations as diverse as BiC, FIFA, Jacuzzi Corporation, ATP, Unilever, Barclays, Roche, and Mercedes. He is a frequent commentator on branding issues on television and press, and has addressed major conferences internationally on the subject.