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 13: Fly a Kite From The Shoulders of Giants: Learn, Borrow, Steal From the Best
March 29, 2021
Kitewheel’s Journey Doctors do not condone thievery, burglary, nor grand theft… but when it comes to customer journeys, sometimes stealing from the best is the best way to succeed. In this episode, Dr. Mark Smith and Dr. Neil Skilling call on the wisdom of Steve Jobs, Pablo Picasso, and T.S. Elliot, as well as their own experience in the world of customer journeys.
Episode 12: The History of Kitewheel: Why Your Journeys Should Be Channel Agnostic
February 10, 2021
Kitewheel has been orchestrating great experiences for nearly a decade, but what does that mean? The Journey Doctors, Dr. Mark Smith and Dr. Neil Skilling share how their history has informed the development of the world’s first true customer journey management platform, the Kitewheel Hub.
Episode 11: What Is A Customer Journey: The Key Difference From Campaigns
January 13, 2021
For years, brands have tried to implement cross-channel and multi-channel experiences. In this episode of the Journey Doctors, Dr. Mark Smith and Neil Skilling share how journeys are different, and why getting the experience right is so crucial for modern businesses.
Episode 10: Happy Holidays From The Doctors
December 22, 2020
How do you keep the customer experience jolly? Dr. Mark Smith and Dr. Neil Skilling discuss a customer journey that is orchestrated every year from high above the Arctic Circle in this holiday special episode.
Episode 9: Flex Your CX Muscles: How To Center The Customer Experience
December 16, 2020
In this episode of the Journey Doctors Podcast, Dr. Mark Smith and Dr. Neil Skilling share their exercise routines, as well as a terrifying experience with a cycling class. The doctors share their prescriptions on how to prepare for changes at the business, using a brand of exercise bicycles as an example of both success and missed opportunities.
Episode 8: Fix Unhealthy Automation: Doctors Orders
December 9, 2020
Sometimes the healthcare experience can lead to home remodeling, as Journey Doctor Mark Smith explains in this episode of the Journey Doctor’s Podcast. A second healthcare related discussion takes a closer look at how automation can create positive and negative experiences, and how some can come so close, but still miss the mark.
Episode 7: Remote And Digital Treatment: Just What The Doctor Ordered
December 2, 2020
Why is it that it took a global pandemic to change the healthcare experience? Journey Doctors Mark Smith and Neil Skilling relate embarrassing situations that family and friends have found themselves in, from a daughter with a “busted ankle” to a “golfing buddy” with a groin strain. Luckily, these unfortunate incidents actually revealed a positive change in the healthcare experience.
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.