Paul Smith

Paul Smith is the global leader of MyCX, Bain’s comprehensive subscription for customer experience excellence, and a member of our Customer practice.

Paul is a deeply experienced in customer-led transformation, and has recently launched Bain’s Global Standards for CX - the first ever cross-industry initiative to introduce a common language for excellence in customer experience.

As part of his leadership role within MyCX, Paul is also the driving force behind the NPS Loyalty Forum, the global network for pioneering customer-centric leaders.

Prior to Bain, Paul led the development of a full-scale Net Promoter System at one of the UK’s top financial institutions and played a key role in repositioning a global bank in the wake of the financial crisis. Since 2000, he has built extensive expertise across brand development, marketing data and technology, and customer experience transformation.

Paul holds a BA (Hons) in international business and modern languages from the University of Strathclyde in Glasgow.