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Journey analytics and orchestration is helping brands stop doing stupid stuff - Interview with Mark Smith of Kitewheel
Today’s interview is with Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world's most customer-centric brands. Mark joins me today to talk about leading edge customer experience, Voice of the Customer (VoC) and Voice of the Process (VoP) data, why VoC data is often partial and potentially misleading, journey analytics and customer journey orchestration as well as what lessons service and experience leaders need to be learning.
This interview follows on from my recent interview – It’s the deviants that make the difference – Interview with…
The skinny
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