About the Episode

Brands have never had so much choice in the way that they reach their customers, but at the same time, this means that customers are flooded with branded messages on email, text, voice, mobile push notifications, and more. And more is not necessarily better.

Today we’re going to talk about breaking through the notification noise to drive real customer engagement with tangible results. To help me discuss this topic, I’d like to welcome Mark Smith, Vice President, Digital Engagement Solutions at CSG, and former President of Kitewheel.

About Mark Smith

Mark Smith is a business leader with 25 years global experience in Customer Experience Management, Real-time Interaction Management and Analytical CRM.

Founded Quadstone - the first data mining company to focus explicitly on the analytics of customer behavior, a "big data" pioneer 20 years ahead of its time. A Gartner "Visionary" business that was acquired by Portrait Software in 2005 to power the first integrated customer engagement suite. Portrait was then acquired in 2010 by Pitney Bowes Software.

Founded Kitewheel - the market creator and leader in SaaS journey orchestration. Gartner "Visionary" and "Cool Vendor" and 3x leader in the Forrester Wave. Acquired by CSG in July 2021 to power the new Digital Engagement Solutions division.

Resources

CSG Customer Journey Management:
https://www.csgi.com/capabilities/transformational-experiences/customer-journey-management/

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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