Brad Smith, CCXP

With roots planted firmly in NASA’s KSC Space Shuttle Launch Control team, he has steered the course for mission-focused – customer-centric transformations at industry stalwarts like Symantec, Yahoo!, and Sage as their CCO/CMO.  Across his 30+ years of leadership, Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups.  Leveraging decades of experience and insights gained from over 50 client engagements, he knows how to quickly identify, unlock and realize the trapped value concealed across any organization.

Currently, Brad is the President & Chairman of the Board of the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organizations innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses.  He is also one of their recognized Innovators.

Brad is also a Co-Founder and Tribal Advisor at TribeCX Ltd, an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council, and a alumni Board Member (2018-2021) & recognized Innovator of Customer Experience Professional Association (CXPA).  He is also a Certified Customer Experience Professional (CCXP).

He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including Forbes, New York Times, Fox Business, and Entrepreneur.  He is a frequent keynote speaker across the CX and Customer Service industries.  

Brad is home based in Irvine CA and is the Founder/President of Vector Business Navigation, Inc. – A customer experience/customer success transformation consulting provider - committed to mentoring inspired leaders to successfully navigate their CX ecosystems since 2015.