Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine, a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. I met Mark at the recent 20:20 Customer Experience Summit in London and he told me about what they were doing, who they were working with and the sort of results that they were helping deliver. So, I invited Mark onto the podcast to tell me a bit more about ContactEngine and some of the fascinating things they are doing to help field service management become a strength for their clients rather than a weakness.
This interview follows on from my recent interview: Should ‘Net Easy’ be your new customer service metric – Interview with Nicola Millard of BT – and is number 114 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Highlights of my interview with Mark:
About Mark (adapted from his LinkedIn bio)
Dr Mark Smith is CEO and co-founder of ContactEngine, a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. ContactEngine developed out of ipadio, technology that is able to take any phone call and stream it live on the web.
Mark has always worked in communication – by helping businesses with new and simpler ways of getting messages to and from their stakeholders in a digital world. Way back in the 1990’s he pioneered social interaction across the internet in various business to consumer contexts. The Guardian recently included one of these projects, Environment97, in its timeline of significant developments online in the last 40 years. His last business was floated on the London Stock Exchange – a company that specialised in encouraging the sharing of data from the information rich to the information poor. By pioneering work in this space he has started several new businesses one of which, ipadio.com was awarded the accolade of being the Most Innovative New Technology of 2009 by eConsultancy, narrowly beating IBM. In July 2011 the BBAA awarded ipadio a gong ‘as the best tech startup investment of 2011 and a highly innovative concept and technology offering and could become the new ‘Skype’……’ And in 2012 eConsultancy once again saw merit in their new video technology and gave them an ‘Innovation in Rich Media & Video’ gong.
He is intrigued by how mobile communication is offering the kind of game changing communication that the PC once did. The ‘power in the pocket’ of a smart phone or tablet means that communication is always on and ready to go. What form the communication takes is then the key to success. How often? In what form: text, video, audio or a phone-call? Should it be inbound or outbound? How best to cope with the vagaries of bandwidth and battery?