Karl Smith works globally with directors, stakeholders and customers of multinational enterprises across all verticals and technology stacks whose focus is on new concepts and capabilities that drive customer engagement, interaction and retention.
He has worked across all the key verticals and focused on change that involves complex non-digital and digital cultural change, high volume transaction processes, self-service systems and automation. He has specific experience in complex regulatory environments and have delivered compliant master strategy, process change, digitisation, target operating and governance models into national and global organisations.
Founder of Several Organisations
Founder of Paradigm Interactions Inc. involved from June 1989 to Present
Founder of UbiNET Inc. involved from June 2001 to Present
Founder of the Ubiquity Open Standard Project involved from June 2006 to Present
Founder of The Human Centered Design Society involved from Feb 2011 to Present
Founder of UCD UK Conferences Organisation involved from Feb 2011 to 2017
Career and Clients
He is a highly competent, personable, creative and motivated person with a keen insight and definition ability. He is a critical thinker and able to rapidly discover the essence of problems then define, communicate, create buy-in and deliver end to end digital and process solutions. He positively motivates those around him and is able to engender a great team dynamic by leading from the front. He has business experience since 1989 at comparable levels in fields including defence, industry, energy, pharmaceutical, biomedical, construction, fashion, finance, banking, FMCG, property, publishing, healthcare, travel, policing, crown office, local and central government. He has specialist banking experience with investment, private, commercial, business, trading, wealth management in Europe, USA, China, Australia, Japan and Russia.
He has a wide experience in management consultancy and digital technology including business management, strategy, innovation, marketing, advertising, governance, change management, project management, definition, design and delivery. He has been honoured by the British Computer Society for his eminence in IT leadership over the last 15 years with a Fellowship.
He mainly focuses on customer experience engagement and management in both B2B and B2C sectors. He works with directors and stakeholders whose main focus is increasing efficiency, transaction frequency and accuracy through the provision of knowledge driven, context focused, user-centered and responsive, future proofed (IoT, Blockchain, Artificial Intelligence), progressive interactive organisational change, innovative business processes and technology systems.
“the difference between an engaged customer and an enraged customer is their experience, which customers would you prefer to have?”
“as a customer experience expert, I have no opinion, I wait and get the opinion of the customer as they are the subject matter experts and combine it with business strategy and acumen”
“asking stupid questions to avoid doing stupid things”
He is involved in defining new business concepts, strategies, requirements, governance (ISO/IEC 38500) and solutions that support businesses and organisations involved in transforming themselves to be adaptive and future proof themselves for market disruption.