PHILADELPHIA, PA — Reliance Matrix announced the promotion of Gordon Smith to its Senior Leadership Team as Chief Customer Experience Officer (CXO), a newly created role aimed at advancing the company’s enterprise-wide customer engagement and technology strategy. Smith will report directly to CEO Chris Fazzini.
“For more than 20 years, Gordon has been a driver of excellence and innovation, and a powerful advocate for our clients and customers,” said Fazzini. “I am proud to announce this next phase in his journey with us.”
As CXO, Smith will oversee all customer-facing technology initiatives and lead the development of Reliance Matrix’s Customer Experience Strategy. His appointment formalizes a long-standing focus on integrating technology and service innovation across the company’s operations.
Smith joined the organization in 2003 as Vice President and Chief Information Officer of Matrix Absence Management, later becoming Chief Solutions Officer for Reliance Matrix. Over his two-decade tenure, he and his team have developed more than a dozen technology tools and platforms — including the award-winning Absence Radar® and Absence Blueprint®, both patented workforce productivity solutions.
In 2023, Reliance Matrix was ranked the top U.S. absence management provider by Spring Consulting in its biannual market survey, underscoring the company’s reputation for technological leadership in the employee benefits and absence management sector.
“I’m thrilled to welcome Gordon to the Senior Leadership team,” said Mark Marsters, President of Matrix Absence Management. “Since my arrival at Reliance Matrix, the time I’ve spent working closely with Gordon to advance customer experience has been some of the most satisfying, exciting moments of my career. He’s a visionary, and an agent of positive change.”
Originally from Ireland, Smith holds a Higher National Diploma in Electronic Engineering from the University of Ulster and a British Computer Society qualification in Computing. Before joining Reliance Matrix, he spent 15 years in Europe and the U.S. leading technology and client service initiatives in the workers’ compensation software industry. He now resides with his family in southern California.
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