Brad Smith
Brad Smith
Brad is the executive vice president of customer experience, responsible for developing all aspects of the Sage customer experience - from product design to the invoice experience and all points in between. He has nearly 20 years of leadership in web consumer, enterprise software, and communication service provider industries. Brad is on the board of the Consortium for Service Innovation and loves talking about customer experience.
How to Turn Those Holiday Shoppers into Loyal Customers
The frenzy of the holiday shopping season is over and consumers are taking a collective breath. They’re focusing on their...
Excelling Customer Service: Understanding What Makes or Breaks a Brand During a Crisis
Last year Carnival Cruise Lines experienced an unfortunate string of mishaps hurting their brand greatly. This year, Royal Caribbean recently was hit with...
Turn Crisis into Opportunity with Superior Customer Experience
Carnival Cruise Lines suffered yet another incident on March 14, shining a spotlight on the importance of customer experience once again. After reading about...