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.

 

Listen to this podcast on:

 

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.

 

What topics would you like the Journey Doctors to discuss?

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