Eric Smuda

OpenWater is a curated, members-only platform creating a community of accomplished, experienced professionals to share wisdom, build community, and create new economic opportunities.

Likewize is a $2B global SaaS-based fintech providing device insurance and repair. (SaaS, PE-owned) Hired by the CEO to lead the company’s post-sales operations, including professional services, client success, continuous improvement and global fraud strategy teams. • Led a $300M portfolio of major accounts with 100% retention and $25M in growth opportunities. • Saved a $100M account by identifying 45 critical issues and leading a cross-functional team to systematically resolve each one, resulting in a three-year renewal with four growth opportunities. • Launched 15+ new device protection programs for major clients including Rogers Communications, Farmers Insurance, Newegg, and Boost Mobile, adding $25M+ in ARR. • Redesigned AI-based virtual assistant (IVA) and chatbot on AWS technology, reducing human call volume by 50% and creating a path for $5M+ in annual savings. • NPS analysis of claim process time led to 92% improvement in claims approved in under 5 days. • $2M savings from 20% reduction in YoY call volume through better SEO, improved online claims experience and digital tools in call center.

InMoment, now part of Press Ganey, is a global VOC and CX SaaS Platform with ~$175M in annual revenue (PE-owned) Hired by CEO and Head of Sales to provide pre-and post-sales CX consulting to leading brands, such as Walgreens, Mattress Firm, Humana, Enterprise, Co-op Financial, Inspire Brands, Focus Brands and Paychex, across the retail, travel & hospitality and financial services sectors. (SaaS, PE owned) • $5M ARR (annual recurring revenue) in closed sales due to presales CX consulting • Post-sales CX consulting for $15M+ ARR of clients, helping them achieve their business objectives and mature their CX programs and capabilities • Prevented $4M in potential churn by modernizing customer listening programs, proving new technology value through detailed demonstrations, creating educational materials to highlight best-practice deployment methods, and streamlining complex migration processes. • Recognized customer experience thought leader with more than 100 media quotes, webinars, podcasts, white papers, blog posts and conference presentations

Hertz Global Holdings is an $8-9B global rental car company Hired by CMO to lead the Customer Experience function; assumed responsibility for the company’s voice of the customer, CRM and loyalty programs. Led a team of 45 with a $20M budget that managed brand activation and customer experience improvements, revenue growth through customer acquisition and retention and designing and executing world class loyalty programs like the award-winning Gold Plus Rewards loyalty program that delivers nearly $2B in annual revenue. Direct marketing responsibility for $300M in annual revenue. Responsible for end-to-end customer experience, including digital channels, onsite rental locations, reservation and service call centers, etc. • Increased email marketing annual revenue from $100M to $400M • Grew revenue $185M over two years among Gold Plus Rewards loyalty member • Improved customer satisfaction (NPS) by 20% over two years • Won JD Power North American Rental Car Satisfaction Study award • Redesigned airport customer experience to a customer choice-based model • Designed and launched new global uniform program for more than 10,000 customer-facing associates

Wolters Kluwer is a global financial services leader in information, software solutions and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. Re-engaged as part of a recurring consulting relationship with Wolters Kluwer, a $5B global software and services provider to legal, healthcare, finance, audit, risk, and compliance professionals. Redesigned a voice of the customer architecture for the Governance, Regulatory, and Compliance (GRC) business and completed the division's first competitive NPS benchmark research (2016) Completed a market sizing and opportunity identification project for the legal search and filing marketplace (2012) Developed an econometric model to understand marketplace drivers of CT Lien Solutions revenue (2011)

Avis Budget Group is an $8B global mobility solutions company. Recruited by the COO to lead the Customer Insight and Experience improvement team. Implemented and chaired company’s executive-level, cross-functional Customer Experience Council to prioritize customer experience initiatives and ensure appropriate resource allocation and KPI reporting. Responsible for end-to-end customer experience, including digital channels, onsite rental locations, reservation and service call centers, etc. • Drove a 30-point increase in customer satisfaction within the most profitable customer segment by eliminating fleet management restrictions and implementing higher-tier vehicle assignments. • Used member preference data to impact $4+B in annual fleet purchases. • Drove 21-point NPS improvement while resolving more than 130K customer issues. • Expanded Voice of the Customer (VoC) program globally and enabled local-level operational improvements for 3000 users with Medallia SaaS platform.

Intuit is the global fintech platform that powers prosperity for consumers, small businesses and accounting professionals. Recurring project work for Intuit's accounting professional division on VoC, experience innovation and customer-centric growth strategies. Completed 100+ customer insights projects over an 8-year period including qualitative and quantitative research for market sizing, new product development, communications testing, customer experience improvement and NPS. Designed new go-to-market strategy for the accounting professional division, driving $3M in incremental revenue in year one. Provided forecasting research that led to go/no-go decisions on 15+ products