Eric Smuda is a CX industry leader with a proven track record of building and transforming customer experience, voice of the customer, CRM, and loyalty functions for several Fortune 500 and high-growth environments, resulting in new strategic capabilities across several industries, including insurance, travel and hospitality, SaaS, technology, retail, financial services, software, and telecom. His career has been built on a belief that taking care of customers to drive organic growth is the best, most reliable way to help companies succeed.

 

As a trusted advisor to the C-suite and board of directors, he specializes in translating the voice of the customer into product, service, and customer experience improvements that translate into strategic growth opportunities.

 

Areas of Expertise / Skills:

• CX Strategy, Vision and Governance

• Voice of the Customer (VOC) Insights & Analytics

• Journey Design & Optimization

• Customer Engagement (CRM)

• Digital Transformation & Automation

• Process Automation, Optimization & Cost Reduction

• Revenue & Profitability Growth

• Loyalty and Retention Program Management

 

Career Highlights and Successes:

• Drove $300M revenue improvement via email marketing for Hertz

• Grew Hertz Gold Plus Reward membership 5% annually

• Changed $5B in annual fleet purchasing through customer feedback for two of the world's largest fleet owners

• Improved customer satisfaction scores by more than 20 points within two years for both Hertz and Avis, winning a JD Power award at Hertz

• Redesigned Hertz rental operations to a customer-choice-based model.

• Simplified Dell’s worldwide service offerings and pricing 

• Eliminated $400M balance sheet liability for Compaq through customer insight work

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