Brad Smith

Role: President and Founder

Company: Vector Business Navigation

Location: California, USA

Makes every customer touchpoint matter

I love all things digital and believe it to be the great CX equalizer or pain point amplifier. I’ve led customer centric transformation at Symantec, Yahoo! and Sage. Prior to that I managed global support and service functions for Oracle, Openwave, and Verisign. As well as leading the digital function for TribeCX I’m a Tribal Elder and the founder and President of Vector Business Navigation, Inc. VectorBN is a customer success transformation consulting provider, based in California, USA. As a thought leader in the CX and service innovation space, I’ve published articles and am a regular keynote speaker across the CX and customer service industries.

I am president of the board of directors for the Consortium for Service Innovation. And a member of the Forrester Chief Customer Executive Council, Chief Customer Officer Council and the Customer Experience Professional Association.

In real life I am a blessed father of five, and love the life we’ve built in California with the love of my life Jennifer.

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Key CX Achievements:

  1. Managed 9 VPs and 750 employees, creating a new customer experience strategy across North America. This increased customer Net Promoter Survey (NPS) scores 2% over 3 years despite raising prices 9% annually. This was achieved the launch of an online peer-to-peer support community (SageCity) that grew to 500K users in 3 years, increasing renewal rate by 9% annually.
  2. Rolled out a new global brand campaign, including a nationwide executive RV tour visiting over 200 customers/businesses across 15 legs, logging more than 8,500 miles.
  3. Built an online help experience for yahoo products that served 650M+ in 28 languages. This increased self-help from 22M to 27M per month, reducing the caseload by 37% and enabling a social media support capability.

Brad Smith

Role:
President and Founder

Company:
Vector Business Navigation

Location:
California, USA

Makes every customer touchpoint matter

I love all things digital and believe it to be the great CX equalizer or pain point amplifier. I’ve led customer centric transformation at Symantec, Yahoo! and Sage. Prior to that I managed global support and service functions for Oracle, Openwave, and Verisign. As well as leading the digital function for TribeCX I’m a Tribal Elder and the founder and President of Vector Business Navigation, Inc. VectorBN is a customer success transformation consulting provider, based in California, USA. As a thought leader in the CX and service innovation space, I’ve published articles and am a regular keynote speaker across the CX and customer service industries.

I am president of the board of directors for the Consortium for Service Innovation. And a member of the Forrester Chief Customer Executive Council, Chief Customer Officer Council and the Customer Experience Professional Association.

In real life I am a blessed father of five, and love the life we’ve built in California with the love of my life Jennifer.

Key CX Achievements:

  1. Managed 9 VPs and 750 employees, creating a new customer experience strategy across North America. This increased customer Net Promoter Survey (NPS) scores 2% over 3 years despite raising prices 9% annually. This was achieved the launch of an online peer-to-peer support community (SageCity) that grew to 500K users in 3 years, increasing renewal rate by 9% annually.
  2. Rolled out a new global brand campaign, including a nationwide executive RV tour visiting over 200 customers/businesses across 15 legs, logging more than 8,500 miles.
  3. Built an online help experience for yahoo products that served 650M+ in 28 languages. This increased self-help from 22M to 27M per month, reducing the caseload by 37% and enabling a social media support capability.

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