Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released.
This interview follows on from my recent interview – You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 – Interview with Eric Hansen – and is number 236 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Mark:
About Mark (taken from his Kitewheel bio)
Founded in Boston’s Innovation District in 2013, Kitewheel is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Our goal is to provide technology that stops shouting at consumers and orchestrates intelligent customer journeys through all stages of their lifecycle.
With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark Smith is a leader in building, growing and managing successful companies. Currently in “innovation mode” as the President of Kitewheel, Mark is focused on helping marketing agencies deliver better consumer engagement through solutions that unify the “logic” layer of today’s customer-facing technology for their large brand clients.
Mark’s journey into customer behavior and experience started early in his career. Shortly after achieving his Ph.D. in Mathematics and Statistics from the University of Edinburgh, Mark founded Quadstone – the first data mining company to focus explicitly on the analytics of customer behavior. In the years that followed, Mark moved to Boston to build the US business and oversaw revolutionary analytic progress at clients including T-Mobile, Dell, Merrill Lynch and Fidelity. His leadership role expanded to global sales, marketing and product teams that lead to a series of 3 successful M&A transactions over the last 10 years.
Mark is a regular at industry conferences and events and shares his insights on customer journeys, omni-channel marketing, solutions sales leadership and high-tech marketing.
Finally, Mark is definitely a category 1 soccer dad, he is also an avid skier, walker and football fan. Mark is known for his great sense of humor and making a mean martini.
Find out more about Kitewheel here, grab a copy of The State of the Customer Journey 2017 Report here, say Hi to the folks at Kitewheel and Mark on Twitter @Kitewheel and @MapSmith13 and connect with Mark on LinkedIn here.
Thanks to Pixabay for the image.