Agency Updates

MERGE Taps Garrett Smith to Strategically Inspire Storytelling and Drive Growth

Smith joins MERGE as Director of Customer Experience Strategy

PUBLISHED: 9/24/2021

(Boston, MA, September 24, 2021) MERGE, a premium storytelling technology agency that promotes health, wealth and happiness, announced Garrett Smith as the new Director of Customer Experience Strategy in the East region. 


In this role, Smith will work closely with clients to define Customer Experience (CX) strategies that fulfill client needs and, ultimately, drive business growth. With more than 10 years of experience, Smith has provided strategic insight on customer-centered design and strategy.


“I’m excited to be joining MERGE, a company that is invested in working with clients to further the health, wealth and happiness of the customers we ultimately serve,” said Smith. 


“Now, more than ever, those same customers expect seamless experiences that deliver on the promises that brands make. We have an amazing opportunity to fulfill those promises by establishing customer-focused CX strategies that can be brought to life through MERGE’s storytelling and technology offerings.”


Prior to joining MERGE, Smith was the Director of CX Strategy & Design at the Blue Cross Blue Shield Association, where he was a founding member of a consulting hub for over 30 unique CX teams. Smith helped to uplift Blue Cross Blue Shield CX programs across the nation through collaborative design and strategy development. Smith was also a leader of the Customer Experience Learning Community, which brought cross-functional Blues representatives together to establish and enrich a culture of customer-centered thinking across the Blue Cross Blue Shield System. Most recently, Garrett established his own CX design and strategy firm that collaborated with healthcare clients by bringing their cross-functional teams together to find focus, understand customers, craft inspiring stories and envision seamless customer experiences.


"We are thrilled to have Garrett join the MERGE team. Our payer clients are continuously looking for innovative ways to improve the member experience and drive brand preference," said Jim Porter, EVP Client Service. "Garrett's extensive experience leading large CX initiatives with health plans only serves to bolster MERGE's already robust CX offering."



MERGE promotes health, wealth and happiness in the world by merging storytelling with technology and offers marketing and technology clients full-service capabilities including strategy, creative communications, experience engineering, media, digital platform development, performance marketing and more. MERGE has enduring client partnerships with American Express, Kate Spade NY, T-Mobile, LG, Fidelity, Coach, Eaton Vance, BlueCross BlueShield, Abbott, Boston Scientific, Advocate Aurora Health, The North Face, Brigham Health, Indiana University Health and Marco’s Pizza, among others. The firm has 670+ employees across offices in Atlanta, Boston, Chicago, Denver, Kansas City, New York City and Los Angeles and employs a talent-to-task process that enables clients to think higher and feel deeper about their customers. For more information, visit