By James Brown, CEO of Smart Communications

I couldn’t be more excited to join Smart Communications.  I firmly believe that we are uniquely capable of helping companies evolve their approach to customer communications, and this evolution is more critical today than ever. It’s no longer enough to simply keep pace with newly empowered consumers. Companies are now expected to anticipate and then exceed customer expectations if they hope to retain and grow those relationships. In fact, according to a Salesforce study, 52% of consumers say they are likely to switch brands if a brand does not make an effort to personalize communications.1  

The time for change is now, and we are already delivering on the promise of delivering more meaningful customer communications while also helping companies operate more efficiently—the definition of scaling the conversation.

While only an independent company for about two years, we have a long history of delivering tools that help our impressive roster of customers stay ahead of the curve in their respective industries—in many cases, some of the most highly regulated. Our approach, being 100% focused on cloud-based customer communications management while also developing a Conversation Cloud framework that allows for easy integrations with other technologies, increases internal efficiencies while simultaneously helping companies deliver more meaningful customer conversations. Our customers achieve greater ROI and their customers feel more valued and become more loyal.  It’s a win/win.

I’m stepping into this role at an incredible time.  The first half of 2018 was a tremendous success.  We recently hosted our biggest INNOVATE conference to date, at which the customer communications management community came together to learn how to make customer conversations SMARTer. The event’s key themes were brought to life through demos of new functionality and success stories from customer speakers such as American Express, Aetna, PNC Financial, Pekin Insurance, BT and many more. I have long been aware of Smart Communications’ reputation for innovation and I am committed to ensuring that reputation becomes even stronger in the coming months and years. We have another major product release scheduled for this autumn and I can’t wait to put these new features into the hands of our customers. Their success is our success and we won’t rest until they are satisfied.

I’m also looking forward to continuing a dialogue with you here, and will do my best to help provide insight that will help you deliver the most impactful customer communications possible, in the most efficient way possible. I truly believe we are changing communication.  See for yourself.


  • State of Connected Shoppers Report, Salesforce, 2016