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Technology business leader with 25 years in Customer Experience Management, AI and Analytics. Serial start-up founder with over $100M in successful exits and special skills in US-EU-UK business development. Expert in early-stage business building: market identification, sales and marketing team building, product-fit visionary with a 20-year history of Gartner and Forrester product leadership awards. Regular speaker at industry conferences, podcasts and events, and writer on Forbes Tech Council, CMSWire and other industry publications. Loves: Ute, Anna, Lara and Elise; Running, Hiking, Cycling and Swimming; Patriots football, Sheffield Wednesday football, St Helens Rugby League; Wishbone Ash, Pink Floyd, Rush and Zeppelin.
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Co-FounderInstitute For Journey ManagementBoston, Ma, Us
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FounderJourney-Smiths Nov 2024 - PresentJourney-Smiths provide tools and coaching to large consumer organizations to help connect Customer Experiences to the power of their Brand Behaviors.Companies where customer experience is aligned to the brand proposition out-perform their competition by 100%. These companies are operating a Branded Customer Experience model.Helping companies achieve this brand-experience alignment is the core of the Journey-Smiths proposition. -
Official MemberForbes Technology Council Mar 2019 - PresentBoston, Ma, Us -
Svp, Customer Experience GtmCsg Nov 2022 - Sep 2024Englewood, Colorado, UsLeading CSG's Customer Experience Global GTM for strategic accounts, new logos, and partner sales. Focused on the success of all our customers, growing with them and acquiring new ones both directly and working with our network of GTM partners. -
Vice President, Digital Engagement SolutionsCsg Jul 2021 - Nov 2022Englewood, Colorado, UsFollowing the acquisition of Kitewheel, now expanding market leading journey management to deliver powerful Digital Engagement solutions globally through the CSG organization. Exciting times with a CDP, Real-time messaging, Chat/Voice and IVR capabilities plus an expert CX Consulting team all adding to what we can provide to our customers.
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PresidentKitewheel Feb 2013 - Jun 2021Boston, Ma, UsFounded and lead the first cloud-native platform for real-time customer engagement. Kitewheel became Gartner "Cool Vendors" for 2014, inside our first year of operation, were named Rookie of the Year in the 2015 CRM Watchlist, and became the clear leader in Journey Orchestration on 5 successive Forrester Waves (2016-2022). 8 years of organic growth got the boot-strapped business acquired by it's number one partner - CSG - in June 2021. -
Svp & General ManagerPitney Bowes Software Jul 2010 - Jan 2013GM for the Customer Analytics and Interaction line of business within Pitney Bowes Software. Global P&L responsibility for this rapid growth $60M business that focuses on providing analytic insights about customer behavior, and using these to best target and manage all forms of customer communications.
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Evp, Sales & MarketingPortrait Software Dec 2005 - Jul 2010Henley-On-Thames, Oxfordshire, GbResponsibility for global Sales and Marketing at Portrait - overseeing sales teams in the US, EMEA and AsiaPac, plus Operational, Product and Corporate Marketing.Successfully integrated Million Handshakes marketing automation, with Quadstone customer analytics, and the Portrait customer interaction suite. Delivered over 350% license sales growth in the 3 years leading up to acquisition by Pitney Bowes. -
PresidentQuadstone Inc Feb 2000 - Dec 2005GbRunning US Operations - primarily sales and customer success -
Marketing DirectorQuadstone Inc Mar 1995 - Feb 2000GbFounder of one of the first specialized Customer Analytics companies. Launched the start-up on the market, initiated industry analyst coverage - listed as a Visitonary on Gartner MQ.
Mark Smith Skills
Mark Smith Education Details
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The University Of EdinburghMathematics And Statistics -
The University Of EdinburghPhysics
Frequently Asked Questions about Mark Smith
What company does Mark Smith work for?
Mark Smith works for Institute For Journey Management
What is Mark Smith's role at the current company?
Mark Smith's current role is Co-Founder.
What is Mark Smith's email address?
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What is Mark Smith's direct phone number?
Mark Smith's direct phone number is +161744*****
What schools did Mark Smith attend?
Mark Smith attended The University Of Edinburgh, The University Of Edinburgh.
What are some of Mark Smith's interests?
Mark Smith has interest in Collecting Antiques, Exercise, Home Improvement, Reading, Sports, The Arts, Home Decoration, Health, Diy, Cooking.
What skills is Mark Smith known for?
Mark Smith has skills like Crm, Analytics, Solution Selling, Start Ups, Marketing Automation, Enterprise Software, Go To Market Strategy, Cross Functional Team Leadership, Multi Channel Marketing, Sales Process, Database Marketing, Customer Analysis.
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