Want to start reading immediately? Get a FREE ebook with your print copy when you select the "bundle" option. T+Cs apply.
Shaun Smith is founder and partner in the customer experience consultancy Smith+Co which works with leading brands around the world. A thought leader on the subject of customer experience strategy, he has featured many times on CNBC's Ask The Expert programme and together with Andy Milligan is the co-author of the best-selling Uncommon Practice (published by Kogan Page) and author of Managing the Customer Experience.