Eric Smuda

I have built my career on the belief that customer experience should be the growth engine for a company through reducing churn, eliminating friction to buy, increasing customer referrals and extending lifetime customer value. In my various roles, I have focused on translating customer feedback and behaviors into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth. 

I’ve led CX transformations that have increased revenue by more than $1B and implemented AI and digital strategies that have saved more than $10M. I have led the customer experience, success and loyalty functions for 3 separate multi-billion-dollar companies driving ARR growth, Net Retention above 95% and increasing customer experience scores by 20+ points.

I've led the customer experience function for Auris, a payroll & HR solutions company for small businesses, Likewize, Hertz and Avis Budget. In addition, I have consulted for some of the most well-known brands in the world: Hewlett Packard, Intuit, Wolters Kluwer, Walgreens, Humana, and Mattress Firm, among others