The Journey Doctors
Kitewheel’s Customer Journey Podcast featuring Dr. Mark Smith and Dr. Neil Skilling
In this podcast, we discuss burning topics for journey management, orchestration, analytics, and more.
Welcome to the Journey Doctors Podcast, hosted by Dr. Mark Smith and Dr. Neil Skilling of Kitewheel. In this podcast, we discuss burning topics for journey management, orchestration, analytics, and more, focused on getting you the information you need to deliver world class experiences for your customers and clients.
These doctors have prescriptions to fix gaps in the customer experience.
Mark Smith and Neil Skilling met at the University of Edinburgh and are doctors in mathematics and engineering. They’ve built their careers on using data to improve customer experiences. Kitewheel is the latest of many projects that have transformed the way businesses deliver experiences to their customers.
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Episode 6: Intelligent Recommendations: Why Companies Struggle with Automation
November 6, 2020
In this episode of the Journey Doctors Podcast, Dr. Mark Smith and Dr. Neil Skilling identify key ways to put intelligence behind data-driven recommendation tools in order to improve the customer experience. Dr. Mark Smith shares a recent experience with being targeted for a mattress, and Dr. Neil Skilling reveals that he is not a serial buyer of certain household appliances.
Episode 5: Striking the Balance: Data Regulations, Privacy, And Using Customer Data
November 5, 2020
The Journey Doctors discuss the regulatory issues surrounding customer data, and prescribe additional treatment for data-centric journeys. Dr. Skilling shares perspective as the data security officer at Kitewheel.
Episode 4: The Branded Journey Takes Flight: CX and the Modern Brand
October 26, 2020
In this episode of the Journey Doctors Podcast, the doctors discuss the influence of customer journey management on brand image. Dr. Mark Smith relates an aspirational branded experience for airline service resolution and Dr. Neil Skilling shares his experience with heavily branded beverages.
Episode 3: Self Diagnosis: When Customers Control Their Own Data
October 23, 2020
The Journey Doctors discuss a recent report detailing the surprising benefits of letting customers control their own data. Dr. Neil Skilling offers a GDPR perspective and both doctors share how you can give your customers the tools to make their own experiences great.
Episode 2: Remote and Contactless: The New Normal and Going Dutch
October 20, 2020
In this episode of the Journey Doctors Podcast, Dr. Mark Smith and Dr. Neil Skilling reflect on recent changes to the customer journey due to COVID. Specifically, they discuss how remote work, cashless payments, and other shifts have transformed customer experience and working relationships.
Episode 1: The Journey Doctors are in: Introducing Mark Smith and Neil Skilling
October 5, 2020
This inaugural episode of the Journey Doctors podcast introduces Dr. Mark Smith and Dr. Neil Skilling as our hosts. They share their history working with customer data, building world class customer journeys and also their prescriptions for journey success.