Welcome to Silicon In Focus. In today’s episode, Beyond Satisfaction: Designing CX for Loyalty and Advocacy, we’re exploring the evolution of customer experience. Satisfaction is no longer enough—brands must now foster loyalty, trust, and advocacy to thrive. Joining us is Phil Smith, CEO of the QPC Group, to unpack how businesses can design experiences that not only solve problems, but also build lasting emotional connections, inspire community, and drive true brand devotion.
Phil Smith, CEO of the QPC Group.
Phil is CEO of both QPC Group, a provider of customer contact optimisation solutions, and sister company Mazaru, a customer service communications company. He’s also an angel investor who has backed other CX businesses with a corporate social responsibility (CSR) ethic, becoming a major shareholder and Chairman of several prominent companies, including Sensee, CloudWorks, and CS Transform.
